Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main strategic partner for clients, guiding them towards their institutional objectives with Mongoose.

• Oversee customer onboarding and implementation processes.

• Develop success plans that align with customer objectives and measurable results.

• Track adoption, engagement, performance trends, customer health, risks, and opportunities.

• Conduct quarterly reviews for Mongoose and deliver actionable strategies that demonstrate value.

• Align platform usage with priorities in enrollment, retention, and student engagement.

• Analyze conversation and engagement data to provide strategic recommendations.

• Assist customers in enhancing communication strategies using best practices, benchmarks, and AI-driven insights.

• Translate product capabilities into quantifiable impacts for customers.

• Identify opportunities for expansion across various institutional departments.

• Collaborate with Account Managers on strategies for retention, growth, and account management.

• Collect customer insights and success stories for marketing, product development, and thought leadership initiatives.

• Partner with Product and Support teams to address challenges and resolve issues.

• Work with Marketing and Content teams to develop customer resources and engagement strategies.

• Maintain thorough customer documentation within HubSpot.

• Share portfolio trends with internal teams to enhance products and customer experiences.

⛳️ Requirements

• Relevant experience in higher education roles such as admissions, advising, enrollment management, student affairs, or alumni relations is preferred.

• Experience in customer or client success roles is beneficial.

• Capability to drive adoption and interpret engagement data effectively.

• Ability to guide institutions in refining their communication strategies.

• Skill in building trust-based relationships with customers.

• Strong analytical thinking and relationship-building abilities.

• Proficiency in utilizing best practices, benchmarks, and AI-driven insights.

• Capacity to collaborate with Account Management, Product, Support, Marketing, and Content teams.

• Familiarity with HubSpot for maintaining customer documentation.

• Ability to analyze engagement data, ROI, and insights from conversations.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• 401K plan with company matching: 100% of the first 3% and 50% of the next 2%.

• Flexible paid time off (PTO) policy.

• Competitive leave policies.

• 13 paid holidays, including a week off between Christmas and New Year’s.