Job Description

Do you have a customer-obsessed mindset? Are you results-oriented and driven to manage the customer journey? Do you want to make Professors Heroes in the classroom?

We are looking for a Customer Success Manager to join our dynamic Customer Success team!

About the gig:

• You\'ll ensure the successful use of Top Hat in a university, college or department as soon as a contract is signed and own all renewals of our professors
• You\'ll drive revenue by ensuring that professors continue to use Top Hat because they couldn\'t imagine their classroom without it
• You\'ll leverage existing business by maintaining regular touchpoints with decision-makers
• You\'ll act as the main point of contact between the professor and Top Hat by deriving the value of Top Hat with each customer and increasing the usage of our solution
• You\'ll deliver unparalleled Client Services. We want professors to continue doing business with us not just because our product rocks their socks, but because we are a delight to work with
• You\'ll elevate the overall client experience to increase the renewal rates and their satisfaction with Top Hat

About you:

• 2 years of experience in a client-facing role within the Higher Education, Publishing or Edtech industry
• You have a proven track record of success in hitting and exceeding a quota/target, ideally revenue-based
• You always have the best interest of your customers in mind. You do everything in your power to make sure they are set up for success and use Top Hat to revolutionize how they teach and how their students learn
• You are results-focused and have a solid track record of success in a quota-carrying role - you reach and blow renewal targets out of the water
• You know your way around a CRM, ideally Salesforce
• You are a smooth operator & a master communicator. You\'re fantastic on the phone, putting professors at ease and proving Top Hat\'s value. You can also make more complex tasks a cinch to understand
• You are a doer. You\'re action-oriented and know how to structure your day to maximize your success
• You are entrepreneurial. You\'ve probably worked at a startup before and are excited to join a company that\'s growing fast! And you proactively take on tasks that are outside your core function for the good of the company.

Why team members love working at Top Hat :

*A noble mission that creates meaningful, fulfilling work

*A team that cares deeply for customers and for each other

*We\'re a company of invested owners - every Top Hatter receives stock options

*Professional learning and development for all role levels

*An awesome and welcoming Toronto HQ, and a growing sales hub in Austin, Texas

*Competitive health benefits that start on day one

*A management team focused on performance, growth, engagement and connection

*Our winning strategy and market potential

*Innovative PTO policy with lots of time and space for self-care

*Passionate customers that believe in us-and what we do

Top Hat