Customer Success Consultant ensuring client satisfaction and retention in the Compass educational product. Collaborating with schools for exceptional service and advocacy of our platform.
About the role
- Customer Success Manager optimizing contracts and ensuring customer satisfaction for a healthcare data solutions company. Engaging clients and negotiating equitable pricing outcomes while preserving long-term relationships.
Responsibilities
- Proactively engage customers whose contracts are due for optimization or renewal
- Conduct discovery conversations to understand customer usage, satisfaction, and goals before presenting new pricing options
- Clearly communicate pricing updates and the rationale behind them in a transparent, value-based manner
- Lead renewal and pricing alignment discussions with customers to reach fair, mutually beneficial outcomes
- Manage all aspects of pricing negotiation related to existing agreements, ensuring alignment with current product value and company objectives
- Build and maintain strong relationships with key customer stakeholders throughout the contract optimization process
- Identify potential churn risks early and implement strategies to preserve customer satisfaction and long-term retention
- Partner with Account Management, Product, and Marketing teams to share customer insights, pricing feedback, and contract trends
- Track and report on renewal rates, retention outcomes, and contract optimization metrics
Requirements
- 4 – 8 + years of experience in Customer Success, Renewals Management, or Account Management within a SaaS or technology environment
- Demonstrated success managing contract renewals or pricing realignments without upsell or cross-sell ownership
- Exceptional communication, negotiation, and relationship-building skills
- High emotional intelligence and ability to handle sensitive customer conversations with empathy and professionalism
- Strong attention to detail, time management, and organizational skills
- Proficiency with CRM systems (e.g., Salesforce, Gainsight, or HubSpot) and collaboration tools
Benefits
- Meaningful work that positively impacts the lives of millions of people worldwide
- Unlimited PTO, sick time, volunteer days
- Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
- Continuous learning and development opportunities
- An innovative, inclusive, and fun work environment
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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