客户增长与成功经理
Customer Growth & Success Manager
我们正在寻找一位客户成功与增长经理，以在会员整个学习过程中提供支持，同时推动客户参与度、留存率和账户增长。该职位结合客户成功、关系管理以及以增长为导向的账户管理，帮助会员在备考和持续教育旅程中取得成功。您将与会员建立长期稳固的关系，提供卓越的支持体验，发现续费和升级机会，帮助扩大公司或团体会员数量。该职位还需跨部门协作，改进客户体验、工作流程、入职流程和留存策略。理想的候选人积极主动、以关系为导向、具有咨询能力，并能在快节奏的环境中熟练使用AI工具和流程改进来支持客户成功和业务增长。
职责：
- 在会员执照考试过程中担任主要联系人
- 在考生通过ARE和持续教育项目的过程中建立牢固的长期关系
- 庆祝会员里程碑并创造积极的客户体验
- 培养客户忠诚度，帮助会员成为品牌倡导者
- 发现会员续费、升级和附加服务的机会
- 从个人会员互动中发现潜在的公司或团体会员机会
- 与销售团队合作，支持长期业务机会
- 为客户留存、账户增长和整体会员成功做出贡献
- 协助考生准备ARE考试、制定学习计划、处理会员事务和平台导航
- 主动联系不活跃或有风险的会员，帮助他们保持执照考试进度
- 提供周到、共情且专业的客户服务
- 与AI工具和系统协作，提升客户体验和团队工作流程
- 识别流程改进、重复性问题和自动化机会
- 协助改进支持资源、工作流程和运营流程
- 与产品和市场团队分享客户反馈和洞察
- 识别趋势和机会，以改善入职、参与和留存
- 协助公司更好地了解建筑类考生和公司的需求
- 5年客户成功和账户管理经验
- 具备出色的沟通能力，尤其是写作能力
查看英文原文
We’re looking for a Customer Success & Growth Manager to support members throughout their journey while driving customer engagement, retention, and account growth. This role combines customer success, relationship management, and growth-focused account management to help members succeed in their preparation and continuing education journey. You’ll build strong long-term relationships with members, deliver exceptional support experiences, identify opportunities for renewals and upgrades, and help grow firm or group memberships. The role also involves collaborating cross-functionally to improve customer experience, workflows, onboarding, and retention strategies. The ideal candidate is proactive, relationship-driven, consultative, and comfortable working in a fast-paced environment while leveraging AI tools and process improvements to support both customer success and business growth.
Responsibilities:
- Serve as the main point of contact for members throughout their licensure journey
- Build strong, long-term relationships with candidates as they progress through the ARE and continuing education programs
- Celebrate member milestones and create positive customer experiences
- Encourage customer loyalty and help turn members into brand advocates
- Identify opportunities for membership renewals, upgrades, and additional services
- Spot potential firm or group membership opportunities from individual member interactions
- Support long-term business opportunities in partnership with the sales team
- Contribute to customer retention, account growth, and overall member success
- Assist candidates with ARE preparation, study planning, memberships, and platform navigation
- Proactively engage inactive or at-risk members to help them stay on track toward licensure
- Deliver thoughtful, empathetic, and professional customer support
- Work alongside AI tools and systems to improve customer experience and team workflows
- Identify process improvements, recurring issues, and opportunities for automation
- Help improve support resources, workflows, and operational processes
- Share customer feedback and insights with product and marketing teams
- Identify trends and opportunities to improve onboarding, engagement, and retention
- Help the company better understand the needs of architecture candidates and firms
- 5 years’ experience in customer success and account management
- Has excellent communication skills, especially in writing
- Builds strong relationships and earns customer trust easily
- Enjoys helping customers achieve success
- Takes a friendly, consultative approach to customer interactions
- Understands business goals without being overly sales-focused
- Is proactive, organized, and solution-oriented
- Background in AI tools and improving workflows
- Works well in fast-paced and changing environments
- Knowledge in helping grow and improve the customer success function
- Experience in architecture, education, SaaS, or membership organizations is a plus, but not required.
- Amenable to work a 1:00 AM – 9:00 AM shift, Tuesday to Saturday
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 37 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!
Originally posted on Himalayas