Customer Success Manager
RemotePosted 4 weeks ago
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Upload Your ResumeAbout This Role
This Customer Success Manager role involves partnering with higher education customers to drive measurable outcomes and long-term growth by effectively utilizing the client's cloud-based learning platform. The role focuses on designing and managing customer success plans aligned with institutional goals, applying deep product expertise and industry insights.
Responsibilities
- Lead as a strategic partner to align customer objectives with actionable success plans for platform adoption
- Design, own, and continuously evolve customer success and adoption plans, aligning with industry best practices
- Drive value realization by applying deep knowledge of the platform and education technology landscape
- Lead targeted adoption initiatives by identifying product usage gaps and working with stakeholders
- Proactively assess customer health, identify risk, and influence corrective actions to increase engagement and reduce churn
- Drive customer communication and engagement strategies focused on outcomes and value
- Influence internal alignment by connecting customers with internal teams (Sales, Product, Support, Engineering)
- Drive a structured customer feedback strategy to improve engagement, mitigate risk, and enhance retention
- Influence customer lifetime value through strong health indicators and customer advocacy
- Lead enablement for end users and administrators to support outcome-driven platform adoption
- Maintain strong awareness of product enhancements, industry trends, and best practices
Requirements
- 3+ years experience 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
- Experience designing and driving adoption strategies
- Strong facilitation and enablement skills
- Ability to apply data and health indicators to manage risk and strengthen outcomes
- Cross-functional collaboration skills
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
Benefits
About Swooped
A rapidly growing, AI-powered customer communications platform used by thousands of companies worldwide to drive revenue, achieve faster resolutions, and scale effectively. The organization integrates voice, SMS, WhatsApp, and AI into a single, seamless workspace.