Customer Success Manager

About This Role

The Customer Success Manager will be responsible for onboarding new university accommodation and conferencing teams, managing a portfolio of accounts, and driving retention and growth within existing customer relationships. This role requires building trusted relationships, advocating for customers internally, and collaborating across departments to ensure seamless service delivery.

Responsibilities

• Support the project team in onboarding new customers and deliver remote training sessions.
• Own a portfolio of accounts, building deep, trusted relationships through regular remote meetings and on-site visits.
• Capture and share customer feedback to shape the product roadmap.
• Collaborate across departments to ensure seamless service delivery and lead internal discussions to resolve issues.
• Monitor customer health, anticipate risks, and take proactive steps to ensure long-term satisfaction and loyalty, carrying a Net Promoter Score (NPS) target.
• Own the full sales cycle for expansion opportunities within accounts, carrying an individual revenue quota for growth.
• Travel strategically approximately 20% of your time.
• Continuously learn and adapt in a fast-paced, evolving environment.

Requirements

• Real experience in student housing, residence life, or campus operations.
• 2-5 years in a customer-facing role.
• Demonstrated track record of experience in account growth or sales.

Qualifications

• 2-5 years in a customer-facing role with a demonstrated track record of experience in account growth or sales.

Nice to Have

• A customer-first mindset and a passion for helping others succeed.
• Excellent communication skills.
• Tech-savvy curiosity.
• A growth mindset.
• Adaptability, curiosity, and a collaborative spirit.

Benefits