Customer Success Manager Higher Ed
New
United StatesFull-TimeSenior
Salary77,700 - 129,500 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisSalesforceAccount ManagementRelationship managementCustomer SuccessSaaS
Requirements
- 5+ years of experience in Customer Success, Account Management, or a similar client-facing role within SaaS or EdTech.
- Proven track record of meeting or exceeding renewal, upsell, and customer satisfaction targets.
- Strong ability to build and maintain executive-level relationships within higher education institutions.
- Deep understanding of the education technology landscape and the unique challenges of teaching, learning, and academic integrity.
- Excellent communication, presentation, and storytelling skills.
- Highly organized, data-driven, and adept at managing a portfolio of accounts.
- Proficiency with CRM and Customer Success tools (e.g., Salesforce, Gainsight, Totango, etc.).
Responsibilities
- Own customer retention and growth: Secure renewals and identify opportunities for expansion and referral-based cross-sells within assigned accounts.
- Drive adoption and outcomes: Ensure customers are achieving measurable value from our solutions by developing success plans, sharing best practices, and leading data-driven business reviews.
- Build trusted relationships: Engage stakeholders across all levels of the institution—from administrators and faculty to executive leadership—to strengthen advocacy and partnership.
- Act as the customer’s voice: Represent customer feedback internally to Product, Marketing, and Sales teams to inform roadmap and go-to-market strategies.
- Collaborate to win: Partner closely with Account Executives, Solutions Consultants, and Marketing to deliver a seamless customer experience from onboarding through renewal.
- Monitor health and engagement: Leverage customer insights, usage data, and satisfaction metrics to proactively address risks and ensure long-term success.
- Champion customer advocacy: Identify and nurture advocates who can participate in case studies, references, and peer community events.
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