At Go1, we've grown from humble beginnings into the world's largest aggregator of educational content, but we do it with heart and play as one team. We give organizations and their employees access to the largest curated e-learning library on the planet, empowering millions of people to unlock their positive potential. Endlessly curious, collaborative, and inspired by life-long learning, we may come from different backgrounds, but we share the same vision: to reach a billion learners as we unlock positive potential through a love of learning. Our success is owed to our people. Every win… every idea… every extra mile. They've made us who we are. And there's so much still to do – so much opportunity for you to own. Together, we're on a path to improving a billion lives and a culture where everyone can thrive.
As a Customer Success Manager at Go1, you're pivotal in driving lasting customer value through engagement, adoption, and advocacy. Your focus spans customer retention and responsiveness for our SMB clients and reseller partners. You'll identify segments needing support, collaborate on scalable solutions, and ensure our customers derive maximum value from our platform. We're seeking individuals with a knack for creative problem-solving, resilience, and a passion for customer success.
How You’ll Make a Difference
Supporting a rapidly growing customer base while balancing an ‘at-scale’ mentality with a customer- centric approach is crucial for success in this role.
Work closely with our Customer Strategy team to research and develop customer engagement strategies through email, live training and proactive scaled at-risk outreach.
What You’ll Be Accountable For
Develop an in-depth understanding of Go1 products, service and internal structures to find solutions and provide advice and support that results in their success at Go1.
Respond promptly to customer inquiries, leveraging our resources and tools to empower them to maximize their use of Go1.
Proactively monitor customer health scores and indicators, identifying and mitigating risks to meet retention targets.
Proactively contribute to development and iteration of the scaled CS model, knowledge base, tools and resources, and repeatable group engagement programs
Maintain accurate and complete customer records, activities, interactions, and risks using the internal tools & systems provided
Utilize Gainsight’s action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth.
Identify customer champions to join a growing community of advocates that positively reflect and promote the Go1 brand
Mentor, coach and support other CSMs in pursuit of overall success of Go1
Shared GRR and Customer Satisfaction targets, working as a team to renew and retain the portfolio of customers
Why You'll Love This Role
Drive Results: Utilise data, our technology stack and customer insights to achieve company objectives in product adoption and engagement.
Shape Education: Directly influence how customers engage with our learning catalogue, revolutionising the way employees and individuals up-skill, unlock their positive potential and build a love of learning.
Be the voice of customers: Assist customers by providing best-in class support, taking ownership and escalating as appropriate, and enabling them to contribute to the perfection of our products
Grow personally and professionally : Learn and share best practices at global scale, invest in your growth and well-being with our offered resources, and discover ways of collaborating with colleagues from various culture and regions all over the world
Why You're a Great Fit
Track Record of Success : At least two years of demonstrated history of surpassing company KPIs, including customer retention, health scores, product adoptions, and customer satisfaction.
Relationship Building: Excel at establishing meaningful connections with customers at different leadership levels, leading impactful conversations that drive action and deliver results.
Data & Analytics: You love diving into customer data, uncovering trends and insights that lead to further engagement with the Go1 product.
Collaborative Mindset : Reliable and considerate teammate who values diverse perspectives while confidently advocating for your own convictions.
Client Success Mindset & Planning : Leverage your experience in client success planning, utilising discovery questions, active listening, and synthesis of client goals to uncover hidden needs and address core challenges effectively.
This role pays a base of $50,000-70K and your actual base pay will depend on your skills, qualifications and experience. This role is also eligible for additional commission to be earn’t on a quarterly basis and employee stock options. Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time.
While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don't exactly meet the criteria above.
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Perks And Benefits
What makes Go1 special? Every one of our employees. When we work together, great things happen! When you join the Go1 team, you not only get to work with an outstanding bunch of people, but you're also supported to continue your own personal growth and development in an inclusive and flexible environment, with benefits including:
Competitive incentive plan in addition to salary
Employee Stock Option Plan
Insurance benefits with generous premium coverage
Flexible approach to work
Monthly work from home or transport reimbursement
One time work from home office set up budget
Unlimited access to the Go1 Learning Hub, and mentorship program
Professional development fund
Volunteer leave to give back to the community
PTO + Wellbeing days
Flexible public holidays - take the days off that are important to you, swap out the ones that are not
Family planning & parental leave, plus support for parents returning to work
Wellness initiatives and an Employee Assistance Program
We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
E-Learning Providers
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