Client Success Manager
New
C
CoursedogHigher education software
United StatesFull-TimeManager
SalaryBase salary between $90,000 - $110,000. The role also includes a performance-based variable compensation component, bringing total on-target earnings (OTE) to $100,000 - $130,000
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Job Details
- Required Skills
- Change ManagementCustomer SuccessCRM
Requirements
- Have professional experience working in or with higher-education institutions.
- Bring strong familiarity with change management within higher-education institutions.
- Have experience managing and building relationships across multiple stakeholders in complex organizational structures.
- Demonstrate the ability to drive change management initiatives and motivate teams through barriers to transformational change.
- Be able to uncover use cases, identify business needs, and map customer requirements to software solutions.
- Communicate proactively in synchronous and asynchronous environments and follow through on commitments.
- Apply critical thinking and problem-solving skills while managing multiple priorities and creating accountability.
- Manage projects with attention to detail and see them through to completion.
- Show a track record of owning customer outcomes and maintaining high delivery standards.
- Bring a collaborative, customer-first mindset and adaptability in a scaling company.
- Knowledge of academic operations or higher education is a plus.
- Experience with customer success platforms such as Catalyst is a plus.
Responsibilities
- Own customer health, success, and adoption by creating success plans aligned with customer goals and milestones.
- Drive change management and adoption outcomes across approximately 60 accounts.
- Advise customer super users and translate business processes and outcomes into measurable ROI.
- Analyze product usage data and help customers understand adoption progress and opportunities to expand value.
- Collaborate with Account Management to identify upsell and expansion opportunities while prioritizing customer success.
- Partner with project managers, product managers, engineering, support, and marketing to resolve issues and meet customer objectives.
- Identify partnership success metrics and product adoption strategies through discovery sessions.
- Train individual and group users on current and future product features.
- Maintain customer records, success plans, activity logs, and usage metrics in the CRM system.
- Translate customer needs and feedback into feature recommendations and product improvement suggestions.
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