Customer Success Manager (Higher Education)

About This Role

This role involves partnering with higher education customers as a Customer Success Manager to drive measurable outcomes and long-term growth by leveraging the company's cloud-based learning platform. The individual will design and manage customer success plans, ensure platform adoption, and act as a critical connector between customers and internal teams to influence product roadmap and service improvements.

Responsibilities

• Lead as a strategic partner with customers to align their objectives with actionable success plans that drive efficiency, growth, and measurable outcomes through platform adoption
• Design, own, and continuously evolve customer success and adoption plans, ensuring strong alignment between customer goals, industry best practices, and the capabilities of the platform
• Drive value realization by applying deep knowledge of the platform, the education technology landscape, and customer workflows to identify opportunities for optimization, innovation, and improved outcomes
• Lead targeted adoption initiatives by identifying gaps in product usage and working closely with key customer stakeholders to advance platform maturity and effectiveness
• Proactively assess customer health, identify risk, and influence corrective actions that increase engagement, reduce churn, and strengthen long-term success
• Drive customer communication and engagement strategies focused on outcomes and value, while collaborating with Account Managers to influence executive alignment, strategic planning, and QBR discussions
• Influence internal alignment by acting as a critical connector between customers and the organization's teams (Sales, Product, Support, and Engineering), ensuring customer insights inform roadmap priorities and service improvements
• Drive a structured customer feedback strategy, translating insights into improved engagement, risk mitigation, and retention outcomes
• Influence customer lifetime value through strong health indicators, customer advocacy, and actionable promoter measures supported by trusted relationships and expert guidance
• Lead enablement for end users and administrators, supporting customers in moving beyond basic usage toward outcome-driven, scalable platform adoption

Requirements

• 3+ years in Customer Success, Account Management, Consulting, or Program Management in SaaS
• Bachelor’s degree in business, Education, Learning & Development, Information Systems, or a related field; or equivalent practical experience
• Deep platform and EdTech knowledge to coach users and administrators toward outcome-driven adoption

Qualifications

• Bachelor’s degree in business, Education, Learning & Development, Information Systems, or a related field; or equivalent practical experience
• 3+ years in Customer Success, Account Management, Consulting, or Program Management in SaaS

Skills

* Required skills

Benefits