Customer Success Advocate

Our Story:
Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we've helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security,corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for theCare, Welfare, Safety, and Securityof everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It's a philosophy that is central to everything we do, and traces back to our beginning.

As a member of the team, you can expect to:

• Make a difference through your work - You'll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization - Entry-level roles through executive leadership.
• Feel fulfilled and have fun - We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role:

The Customer Success Advocate (CSA) serves as the driving force behind building enduring partnerships with CPI's most strategic accounts. Through proactive relationship management and a relentless commitment to service excellence, the CSA anticipates customer needs, ensures account retention and growth, and transforms every interaction into an opportunity for mutual development.

What You Get To Do Everyday:

• Forge powerful partnerships with CPI's 10+ largest strategic accounts, drive deeper engagement, and unlock new growth opportunities.
• Continuously update and leverage each account's Strategic Action Plan, using data-driven insights such as account health indices, contact lists, usage reports, and satisfaction surveys to inform account strategy and maximize customer success.
• Deliver measurable results by achieving account growth and performance targets, directly contributing to departmental and organizational success.
• Identify and pursue upselling and cross-sell opportunities, partnering with Account Executives to expand the reach and value of managed accounts.
• Establish trust through consistent, meaningful communication and regular meetings with account contacts.
• Respond promptly to all communications and proactively conduct account research to anticipate customer needs and resolve issues before they arise.
• Guide customers through legal requirements, offering strategic advice to ensure compliance and peace of mind.
• Collaborate seamlessly across Marketing, Sales, Accounting, Customer Care, and other teams to deliver exceptional customer experience.
• Perform other position-related duties as needed.

You Need to Have:

• Bachelor's degree
• Three years or more of work experience in customer success, account management, or a similar role
• Proficiency with Microsoft Office suite products (Word, Excel, PowerPoint)
• Excellent interpersonal skills, with a focus on building and maintaining positive relationships with customers and cross-functional teams
• Demonstrated innovative thinking and a proactive approach to problem-solving
• Exceptional professional communication and presentation skills, with the ability to convey complex ideas clearly and effectively
• Strong analytical skills with a proven ability to identify challenges and implement efficient, data-driven solutions
• Highly detail-oriented and organized, capable of managing multiple priorities and meeting tight deadlines in a fast-paced environment
• Willingness and ability to travel as needed to support customer engagements or internal initiatives

We'd Love to See:

• Experience working with executive leadership teams
• Experience working with client relationship management (CRM) software

What We Offer:

• $60,000 - $65,000 annual salary
• Annual company performance bonus
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid work schedule
• Parental paid leave

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexualorientation, gender, gender identity, or expression (including against any individual that is transitioning, hastransitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical ormental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, orany other basis prohibited by applicable federal, state, or local law. The Company will consider foremployment qualified applicants with criminal histories in a manner consistent with local and federalrequirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement,promotion, transfer, training, compensation, benefits, employee activities, and general treatment duringemployment.