Customer Success Manager

About the Role

Are you driven by curiosity and a competitive spirit? Do you thrive in an environment where growth, innovation, and customer satisfaction are at the forefront? We're looking for a Customer Success Manager to join our A-team and manage a high-potential book of business with opportunities for growth and adoption.

Our team is a unique blend — some members are new to customer success but are already crushing it, while others bring seasoned expertise, helping us build a scalable framework for the future. This is your chance to join a high-performing team and help us raise the bar even higher.

What You'll Do

Portfolio & Renewals

• Manage a portfolio of 3–4MM ARR, driving adoption, outcomes, and renewals that lead to expansion and advocacy.
• Take ownership of the renewal cycle — from forecasting to negotiating early renewals, mitigating churn, and navigating competitive threats.
• Collaborate with the Account Executive to identify and capitalize on cross-sell, upsell, and renewal opportunities.

Customer Relationships & Success

• Partner with clients to accelerate time to value and increase customer satisfaction throughout the lifecycle.
• Establish yourself as a trusted advisor, providing innovative solutions and thinking outside the box to meet specific use cases.
• Build deep relationships with key stakeholders, at all levels, within the customer organization to gather feedback and align on future success.
• Drive resolution on escalated issues to ensure customer satisfaction.

Communication & Advocacy

• Define, execute, and clearly communicate ROI for clients to showcase measurable success.
• Create impactful customer content, from account plans and success stories to executive business reviews and save plans.
• Leverage strong relationships for referrals and advocacy.

Cross-functional Impact

• Represent our company as a domain and product expert, contributing to the cutting-edge space we operate in.
• Act as a hub of information for the customer's needs, creating a closed-loop feedback system that benefits Product Management, Sales, and Marketing.

What We're Looking For

• 2+ years of experience in Customer Success or Account Management within a SaaS environment.
• A solid understanding of Customer Success best practices, strategies, and execution.
• Exceptional communication skills, with the ability to present to and interface with all levels of an organization, from admin to C-suite.
• Ability to simplify complex problems and execute solutions with precision.
• Experience collaborating with cross-functional teams such as Sales, Product, Marketing, and Services.
• Hands-on Salesforce ecosystem experience is required.
• Nice to Have: Higher Education industry experience.

What We Offer

• An incredible team of smart and supportive people
• A deep feeling of satisfaction and completion
• Fully remote global team working from home
• Stock options for every employee
• Flexible work week
• $400 office stipend
• Maternity/Paternity leave
• Student loan debt assistance
• Pledge 1% - time off during the year for helping nonprofits
• Health insurance contribution (if in the US)
• Children's 529 college fund assistance (if in the US)