Customer Success Manager

POSITION SUMMARY 

The Customer Success Manager (CSM) supports our Master Library portfolio product and serves as the primary strategic partner for assigned Follett Software customers. This role is responsible for owning the post-sale customer relationship, building strong partnerships with district leaders and key stakeholders, and ensuring customers realize maximum value from their investment.

The CSM drives customer satisfaction, retention, advocacy, and growth by promoting industry best practices and aligning Follett Software’s products and services with each district’s evolving goals. As the main point of contact for high-value accounts, this role plays a critical part in strengthening long-term partnerships and developing referenceable customers to support broader sales initiatives.

POSITION SCOPE 

• Own the overall customer relationship for assigned accounts, serving as the primary post-sale strategic partner.
• Develop, execute, and monitor product-specific Success Plans aligned to district goals, measurable outcomes, and business objectives.
• Ensure customers unlock the full value of Master Library, Accessit, Destiny, and the broader Follett Software ecosystem, including third-party integrations.
• Understand district priorities, industry trends, and challenges to effectively align product capabilities with customer needs.
• Share industry best practices and thought leadership internally and externally to drive innovation and customer success.

• Build and maintain strong, trusted relationships with district leadership, key stakeholders, and decision-makers.
• Act as a trusted advisor, providing strategic guidance and coaching throughout the customer lifecycle to achieve Success Plan milestones.
• Lead regular District Business Reviews with customer and internal stakeholders to demonstrate value, measure impact, and align on future goals.
• Manage proactive engagement through service check-ins, training coordination, project touchpoints, targeted outreach programs, and roundtable discussions to strengthen partnerships and community collaboration.

• Partner closely with Sales, Professional Services, Product Development, Support, and Marketing to ensure a seamless customer experience.
• Advocate for customer feedback to influence product enhancements, roadmap considerations, and service improvements.
• Collaborate with fellow Customer Success Managers to refine strategies, share insights, and improve processes across Follett products and services.

• Own and manage the renewal process for all assigned accounts, proactively mitigating churn risk through value demonstration and engagement strategies.
• Identify, drive, and support upsell and cross-sell opportunities in partnership with Sales.
• Cultivate high-satisfaction customers who serve as references, advocates, and referral sources.

• Serve as the primary point of contact for ongoing service and support challenges.
• Manage customer expectations and coordinate cross-functionally to resolve issues and implement corrective action plans.
• Monitor account health, identify risks early, and execute mitigation strategies to protect retention.

• Participate in ongoing training to deepen product, industry, and process knowledge.
• Continuously enhance customer success best practices and contribute to team development initiatives.

Other duties and tasks as assigned. 

QUALIFICATIONS 

• Bachelor’s degree in Business Administration, Communications, Marketing, Computer Science, or a related field (or equivalent experience). 
• 4-6 years’ experience in customer success/account management in support of revenue clients is necessary. 
• Proven successful experience in customer success/account management in support of large revenue clients is necessary.  
• Exercises independent judgment and empowered to implement solutions to service the customer.   
• ​Proven experience communicating to C-level executives effectively  
• ​Project Management experience  
• ​Strong troubleshooting and analytical ability ​ Self-starter, positive, creative problem solver. 
• Ability to manage multiple customers' demands with excellent time management and interpersonal skills. 
• Strong decision-making abilities. 
• Strong organizational and project management skills. 
• Proven initiative with troubleshooting and analytical ability. 
• Adaptable problem solver: Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills. 
• Customer-centric: Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles. 
• Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers. 
• Team player: Can build strong relationships with others across the organization, preferably in a global matrix environment. Proven experience collaborating with diverse stakeholders. 
• Proficient PC and technical/software skills. 

WORK ENVIRONMENT 

• This role is remote and only open to candidates currently located in the United States and able to work without sponsorship.   
• It requires a suitable space that provides a private and quiet workplace.   
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.  

PHYSICAL REQUIREMENTS 

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.  
• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.  
• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.  
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. 
• Travel requirements: Minimal (less than 10%)  

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.