Sketchy

Customer Success Manager

• Support a portfolio of institutional accounts by responding to customer questions, conducting regular check-ins, and coordinating follow-up.
• Escalate strategic or leadership-level issues to the Institutional Customer Success Manager.
• Support new client onboarding, account setup, implementation, training, and ongoing education.
• Provide resources and best practices that help customers use Sketchy effectively.
• Respond to and triage student and faculty support requests.
• Escalate technical issues to the Support team and track recurring questions.
• Monitor customer usage and engagement and prepare customer-facing reports and presentations.
• Identify accounts that may benefit from additional outreach or support.
• Partner with Sales and the Institutional team on renewal preparation, retention initiatives, and account planning.
• Help identify potential expansion opportunities.
• Gather and document customer feedback and coordinate with Product and Support to resolve issues.
• Maintain accurate customer records and activity in CRM and Customer Success systems, such as HubSpot.
• Coordinate institutional communications, resources, and related initiatives with internal partners.
• Use approved AI tools for meeting notes, follow-up drafting, customer resource preparation, summarization, and routine account administration.
• Validate AI outputs and protect customer information.

Explore Customer Success Specialist at Sketchy. Review requirements and application details.