Customer Success Manager

Customer Success Manager

Reports To: AVP of Partner Success

Location: Remote (Travel up to 10%)

Position Overview

The Customer Success Manager (CSM) is responsible for managing the end-to-end implementation and ongoing success of client relationships. This role plays a critical part in ensuring a seamless onboarding experience, driving product adoption, and fostering long-term client engagement and satisfaction. The ideal candidate is a proactive project manager, an empathetic client advocate, and a strategic partner focused on delivering measurable outcomes.

Key ResponsibilitiesClient Implementation & Onboarding (60%)

• Own and build trusted, champion-level relationships with client stakeholders.
• Lead the full project lifecycle of new client implementations from initial outreach to launch.
• Initiate and schedule kickoff meetings and all subsequent project check-ins.
• Develop and manage customized project plans tailored to client needs.
• Schedule and facilitate all implementation meetings with full ownership of timelines and deliverables.
• Monitor progress and proactively detect early warning signs, managing the triple constraint (scope, time, cost).
• Provide consistent status updates to both clients and internal executive leadership.
• Manage all non-technical implementation tasks, ensuring smooth onboarding experiences.
• Facilitate Global Policy Review meetings to align client settings with best practices.
• Deliver tailored user training to drive immediate adoption and readiness.

Post-Implementation Success & Adoption (30%)

• Conduct strategic check-in calls and engagement meetings after launch to ensure continued success.
• Identify potential risks to client satisfaction or user adoption and intervene proactively.
• Support client engagement through usage monitoring, adoption tracking, and client health indicators.
• Build and maintain strategic success plans aligned to client goals.
• Conduct business reviews to showcase impact, reinforce value, and guide ongoing engagement.

Cross-Functional Collaboration & Continuous Improvement (10%)

• Provide visibility and insights to the Executive team regarding client health and onboarding trends.
• Collaborate with internal teams (Sales, Product, Technical) to ensure client feedback informs continuous improvement.
• Continuously learn and apply new tools, including AI and data-driven solutions, to elevate client service.

Qualifications

• Bachelor’s degree in education, business, communication, or a related field.
• 3–5 years of experience in customer success, project management, SaaS onboarding, or higher education.
• Demonstrated success managing client relationships with a focus on retention and user satisfaction.
• Familiarity with the higher education landscape is highly preferred.
• Strong project management experience, especially with implementation oversight.
• Proficient in CRM systems (e.g., Salesforce, HubSpot), project management tools, google suite.
• Excellent communication, problem-solving, and interpersonal skills.
• Self-motivated with the ability to work independently and as part of a remote team.

Attributes for Success

• A proactive mindset and passion for helping clients succeed.
• Strong organizational skills and attention to detail.
• Strategic thinker who thrives on building relationships and driving adoption.
• Adaptability to evolving client needs and company growth.