Customer Success Manager, Transfr
Gold Tier
$90-100k
More information about location
VR workplace training
Be an early applicant
VR workplace training
201-500 employees
Be an early applicant
$90-100k
More information about location
201-500 employees
Company mission
To train the future of every industry and open up new opportunities for people across the globe.
Role
Who you are
- At least 4 years of experience in customer success or account management
- Exceptional prioritization and organizational capabilities to manage all aspects of a $2M+/- book of business
- Ability to work independently and manage multiple customer relationships simultaneously
- Technically adaptive with capability to learn new solutions, features/functionality, and communicate those in a value-added way to customers
- Superior verbal and written communication abilities
- Adept in identifying customer risks and proactively engaging customers to equip them with solutions
- Strong presentation, negotiation, problem-solving and analytical skills
- Continuous learning mindset and detail-oriented approach to the Transfr mission to create jobs
- Proven track record of consistently exceeding objectives - self-motivated, and driven by results
- Experience with SaaS renewals, preferably in EdTech
What the job involves
- To complement our rapid growth, we are seeking to add a Customer Success Manager (CSM), Gold Tier to our Customer Experience (CX) division
- This role will ensure the assigned customer base derives value from our products, primarily leveraging digital communication channels and self-service resources to facilitate customer success
- This CSM plays a critical role in minimizing churn and maximizing customer retention in a scalable and efficient manner
- This role will report to the RVP of Customer Success for the Gold Tier team
- Drive product adoption, utilization, and expansion opportunities using customer data and analytics to monitor utilization and customer health, identify patterns hindering adoption, and engage at-risk accounts with strategies to prevent churn and ensure customer satisfaction
- Deliver on 90%+ annual subscription renewals by maximizing clients' success with our products and engaging customers well in advance of renewal dates to secure on time renewals
- Manage a steady volume of email and phone conversations with a large customer portfolio across different lifecycle stages
- Develop and maintain self-service resources to empower customers to independently find solutions
- Create scalable nurture campaigns that decrease time to value, increase product adoption and inform customers
- Ensure a seamless onboarding process for customers by providing resources, guides, tutorials, support and training webinars, making customer visits where appropriate
- Become knowledgeable of Transfr’s solutions and service offerings, including implementation methodologies and advanced service offerings to provide accurate and relevant information to customers
- Create QBR and annual reports that demonstrate the value creation unique for each customer
- Secure customer feedback and share internally to influence product roadmap
- Leverage a mix of automated and manual processes to maintain information flow externally and internally document all aspects of customer accounts
- Improve on business metrics to measure Transfr’s impact, NPS, training likeability, and other metrics to provide Transfr with insight into the health of its customer relationships and areas to improve
Our take
In today's labor market, around 6 million Americans are out of work. Working populations suffer from wage and qualification inequalities, particularly among women, low-income families, and people of colour. Transfr was created to bridge the gap between work-based learning and classroom instruction so students can better develop their careers.
It is an immersive learning startup using virtual reality to simulate on-the-job training. Transfr leverages virtual reality to create simulations of manufacturing-plant shop floors or warehouses for training purposes. Transfr's solution has become even more relevant in recent years as an ongoing labour shortage has meant that employees in high-growth industries have to find new ways of reaching and rapidly upskilling promising new talent.
Because of this, virtual reality technologies are growing in popularity among employers and training providers. One of the biggest challenges for Transfr’s technology is the production costs of the VR simulations. However, Transfr is using the significant funding it has raised to reduce its production costs while simultaenously finetuning the quality and expanding the range of its simulations.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Sep 2023
$40m
SERIES C
Jun 2022
$35m
SERIES B
Total funding: $88.1m
Company benefits
- Flexible Schedule
- Generous parental leave
- 401(K)
- Health, Dental & Vision
- Promote From Within
- Company Outings
- Company Equity
- Paid Sick Days
Company values
- Radical Responsibility: be accountable to yourself and others
- Creativity: be curious and innovative
- Win-Win Mindset: be generous and share success
- Teamwork: be collaborative and caring
- Personal Growth: be the best version of yourself
- Empathy: share and understand others’ perspectives
Company HQ
Yorkville, New York, NY
Articles
Leadership
Founding Board Member of nycTIES. Previously a Senior Operations Analyst at Neuberger Berman. Achieved an MBA from Carnegie Mellon Tepper School of Business. Founded LearnBop.
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