peoplegrove - Client Strategist
Requirements
• 6+ years in client success, account management, or a related role in higher education or SaaS, including experience leading or mentoring a team. • Track record of managing renewals and account growth for institutional or enterprise clients. • Experience with customer success or CRM platforms such as ChurnZero and Salesforce. • Strong strategic and consultative skills, comfortable setting direction with senior stakeholders at a college or university. • Clear communicator, in writing and in front of a room. • Data-driven approach to tracking account health and identifying risk. • Comfortable managing multiple institutional relationships and competing priorities at once. • Bachelor's degree in a related field; advanced degree a plus. • Background in higher education, SaaS, or both preferred.
Responsibilities
• Strategic Planning & Account Direction • Lead annual strategy sessions with institutional stakeholders to align campus goals with their PeopleGrove platform. • Set clear targets and give direction on platform usage based on each institution's priorities. • Map platform capabilities to the institution's broader student success, advancement, or enrollment goals. • Check in on progress against strategic targets and adjust the plan as institutional priorities change. • Identify opportunities to expand platform usage in ways that support the institution's goals. • Balance one-to-one strategic guidance with one-to-many programming. • Shape the direction of client-facing events, including webinars, conferences, campus visits and PeopleGrove hosted events. Identify opportunities to plan, organize and attend the ones that matter most to the portfolio. • Serve as the voice of the collective client inside PeopleGrove, sharing and providing feedback with CS Leadership, Product and Engineering. • Renewal Management • Own the renewal strategy for your portfolio, including forecasting, timing, and negotiation. • Identify risk metrics and monitor account health; work with your Engagement Manager team to identify and intervene early on accounts at risk. • Identify up- and cross-sell opportunities to tee up to New Sales team. • Client Relationships & Advocacy • Serve as the senior point of contact for institutional leadership within your portfolio. • Represent your clients' priorities internally, working with Product, Support, and Sales to close gaps and inform the roadmap. • Build a network of institutional champions who can speak to the value of the PeopleGrove partnership. • Team Leadership • Manage and coach a team of Engagement Managers, setting priorities and reviewing progress against adoption goals. Support Engagement Mangers in building and implementing a scalable engagement strategy for portfolio of clients. • Run regular one-on-ones and support the professional growth of your team. • Help onboard and train new Engagement Managers as the team grows. • Metrics & Reporting • Track monthly gross and net retention rates, logo retention, account health, and adoption metrics across your portfolio. • Report on portfolio performance and flag risk early enough to act on it. • Use data to decide where your team should focus its engagement efforts.
Benefits
• Flexible PTO and hybrid/remote work options • Full medical, dental, and vision coverage • 401K with generous company match + financial planning • Company-paid life and disability insurance • Collaborative and purpose-driven culture
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