Fast Facts

Leepfrog Technologies is seeking a Client Success Manager to enhance the client experience with their CourseLeaf software, focusing on client engagement, satisfaction, renewal, and growth in Coralville, IA.

Responsibilities: Manage client engagement and satisfaction, promote client retention and loyalty, communicate updates, and support cross-functional collaboration within Leepfrog.

Skills: Exceptional communication, strong client orientation, planning and time management skills, and ability to solve problems in a dynamic environment.

Qualifications: BA/BS degree (MBA/Master preferred) with 4+ years of experience in Customer Success or similar roles, including SaaS experience and proficiency in Microsoft Office Suite.

Location: Coralville, IA, US

Compensation: Not provided by employer. Typical compensation ranges for this position are between $70,000 - $95,000.

Description

Position Title: Client Success Manager 

Location: Coralville, IA (Hybrid eligible) 

Reports to: Director of Client Success 

Status: Full-Time, Exempt, Salary 

Overview

Leepfrog Technologies is an education technology company headquartered in the Iowa City-Cedar Rapids region in eastern Iowa. We have a team of over 150 professionals who are passionate about higher education and student success.

Leepfrog’s primary product is CourseLeaf, an academic operations platform that supports curriculum, catalog, scheduling, registration, and syllabi management. Over 500 colleges and universities and 5.5 million students are using CourseLeaf to thrive.

The Client Success Manager is responsible for enriching the existing client experience with Leepfrog’s CourseLeaf software by driving client engagement, satisfaction, renewal and growth. They will have a basic understanding of the CourseLeaf suite; build strong relationships with Leepfrog clients at all levels to ensure they are getting maximum value from the software; and provide product and process information so that clients are well-positioned to meet their goals. 

Duties

Drive true client value through client engagement, satisfaction, renewal and growth (activities with the client)

• Cultivate strong client relationships through regular check ins with stakeholders to assess product adoption / integration and client satisfaction.
• Promote client retention and loyalty and growth, provide critical product updates, and identify solutions that meet client evolving needs.
• Contact client stakeholders to assess their perspective on the client journey with CourseLeaf and ensure campus goals are being met. 
• Communicate in multiple modes critical product and process updates and new product information to existing clients to ensure they are aware of the full array of CourseLeaf solutions and resources.
• Build an in-depth working knowledge of existing and new CourseLeaf software configuration, customization, and implementation options to meet client requirements. 

Support Client Success activities (activities internal to Leepfrog)

• Serve as a point of escalation for clients and Leepfrog staff on concerns about implementation, support, billing, and general dissatisfaction with products, staff, or service; coordinating internal teams for the resolution of issues and ensure client satisfaction with subsequent CourseLeaf-provided solutions.
• Represent the voice of the client to ensure that enhancement of internal processes and the product development roadmap is driven by customer input.
• Contribute to the development and implementation of success plans designed to get lagging clients on the path to success.
• Collaborate with Leepfrog colleagues for cross functional ideation, planning, and change management.

Support measurement of Client Success effectiveness (metrics and Leepfrog revenue opportunities)

• Identify opportunities to upsell/cross-sell additional CourseLeaf solutions to current clients. 
• Collect key satisfaction and performance indicator data to determine general client satisfaction and loyalty. 

Inspire Customer Success Across Leepfrog 

• Support a company culture of massive customer delight.
• Work with Sales around reference collection, case study development, and a cross-sell and up-sell strategy with a client lifetime value focus.
• Work with Finance on collection, measurement, and forecasting.
• Contribute to the development and implementation of a company-wide customer feedback loop.

Requirements

Skills Required

• Soft skills: empathetic, positive attitude with a desire to help our clients reach their goals. 
• Excellent oral and written communication: clear, concise, and professional. Able to communicate across a wide range of internal and external audiences with tact and diplomacy. 
• Strong client orientation and listening skills: able to understand client requirements and translate them into customization options/plans.  
• Planning: an ability to think ahead, prioritize, and plan. Take initiative. 
• Problem-solve in a changing environment: analyze situations quickly and react appropriately by identifying who may help in various situations. 
• Time Management: the ability to organize and manage multiple priorities. 
• Strong Teamwork: ability to interact effectively cross-functionally with internal resources. 

Qualifications

• BA/BS (MBA/Master preferred) or equivalent years of experience.   
• 4+ years of experience in Customer Success, Account Management, Higher Education, or another client-facing role in a SaaS/software company. 
• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint. 
• Knowledge of customer service practices. 
• Technical aptitude and ability to learn software programs. 
• Preferred, but not required experience with Customer Relationship Management (CRM) software such as SalesForce 

Physical Requirements

Ability to travel up to 20% of the time (typically 1 trip per month for ~3 days), with periods of higher travel at peak times of the year. As part of the travel required, should occasionally be able to lift up objects such as luggage or other equipment. Generally, this position is considered sedentary and will use office equipment, phones, and computers and may be located in a busy, open area office, faced with regular interruptions. 

Leepfrog Technologies, Inc. is an equal opportunity employer. All applicants will receive consideration for employment free from discrimination on the basis of race, color, religion, gender, age, sexual orientation, national origin, marital status, veteran status, genetic makeup, gender identity, disability, or other protected characteristics by local, state, or federal law.