As a Customer Success Manager, you’ll guide educational institutions through every stage after purchase, ensuring they fully adopt and benefit from the platform. Your focus will be on building trusted relationships with key stakeholders, enabling them to meet alumni engagement and fundraising objectives.
What You'll Do
- Own the end-to-end post-sales experience, guiding customers from onboarding through retention and advocacy
- Act as a strategic advisor, understanding each institution’s goals and tailoring the platform to their needs
- Deliver product training and lead workshops to build user confidence and proficiency
- Conduct regular business reviews and check-ins to maintain strong engagement
- Monitor customer health indicators and create action plans for at-risk accounts
- Identify expansion opportunities and support renewal efforts in collaboration with account management
- Collect and analyze customer feedback, including NPS, to uncover insights and drive improvements
- Share customer insights with product teams to influence roadmap decisions
- Partner with marketing to develop case studies and success stories
- Use AI tools to streamline workflows and improve service delivery
Requirements
- 1–2 years of experience in a SaaS B2B customer-facing role such as customer success, support, or onboarding
- Strong written and verbal communication skills in a business context
- Ability to build and maintain professional relationships with diverse stakeholders
- Problem-solving mindset with technical aptitude and quick learning ability
- Comfort navigating and explaining software platforms with precision
Preferred Qualifications
- Experience supporting customers in the US market
- Familiarity with CRM or customer success platforms like HubSpot
- Experience applying AI tools such as ChatGPT, Perplexity, Gamma, or AI-enhanced automation platforms
Benefits
- Comprehensive training in alumni relations and educational fundraising
- Access to a library of customer interactions and support materials
- Hands-on product training with sandbox environment access
- A structured playbook for managing accounts, with room to refine processes
- Opportunities to observe calls before leading your own
- Supervised initial customer calls with actionable feedback
- Weekly team syncs across customer-facing functions
- Ongoing mentorship and quarterly career development reviews
- Subscription to leading customer success resources
- Membership in professional success communities for peer learning
