Customer Success Manager, North America
F
FeedbackFruitsHigher education software
US Remote; You'll be based in the US and work fully remotely, Eastern or Central US time zoneFull-TimeManager
Salary$85.000 base + commission structure
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Job Details
- Experience
- At least 3 years in account management, customer success or partner management
- Required Skills
- Customer SuccessHubSpotAccount Management
Requirements
- Have at least 3 years of experience in account management, customer success, or partner management.
- Have landed renewals and be able to explain the process in detail, including challenging renewals.
- Be comfortable conducting conversations independently with professors and provosts.
- Learn complex software quickly, work with data, and explain LMS integrations clearly.
- Manage and prioritize your own book of accounts, identify risk early, and take initiative.
- Negotiate confidently and support renewal discussions with evidence.
- Stay resilient when progress is slow and distinguish between an unsuccessful approach and one that needs more time.
- Communicate clearly and raise account risks early.
- Experience with Canvas, Blackboard, Moodle, D2L Brightspace, US higher education procurement, accessibility, the academic calendar, or HubSpot is helpful.
- Be based in the Eastern or Central US time zone, be available 40 hours per week, and be able to travel up to 20% of your time.
Responsibilities
- Own a portfolio of US partner institutions and manage renewals from proposal through contract negotiation with the Legal team.
- Monitor adoption health and use usage data to create actionable adoption plans and reports.
- Run trainings and demos for faculty and instructional designers, and advise on pedagogy and product use.
- Build relationships across institutions, from instructors to C-level leaders, and develop internal champions.
- Identify upsell and cross-sell opportunities and lead expansion conversations with the US Account Executive.
- Visit partner campuses and represent FeedbackFruits at events and conferences, for up to 20% of your time.
- Bring partner feedback and supporting evidence to the Product team.
- Keep HubSpot accurate so renewal forecasts and at-risk accounts are clear to the team.
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