Senior Customer Success Manager

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

📋 Description

• Formulate and implement strategic account plans aimed at ensuring the health, growth, and retention of a portfolio of key members.

• Conduct regular strategic executive business reviews with essential stakeholders to align objectives, assess performance, and pinpoint expansion opportunities.

• Track customer health metrics, proactively identify risks, and devise mitigation strategies.

• Act as the primary liaison for strategic members.

• Utilize generative AI tools to enhance account knowledge, improve signal detection, and minimize administrative tasks.

• Introduce new AI workflows and tools to the team.

• Collaborate with Customer Success leadership to transition from reactive measures to proactive strategic engagement.

• Comprehend each strategic member’s goals, workflows, and desired outcomes to customize success plans.

• Promote product adoption and usage through strategic guidance and best practices.

• Work in conjunction with Product Management to communicate member feedback and advocate for enhancements.

• Share insights on industry trends, emerging EdTech benchmarks, and success stories from peer customers.

• Oversee the strategic health and growth trajectory of the portfolio in partnership with Renewal Representatives.

• Identify opportunities for upselling and cross-selling and collaborate with the Sales team.

• Keep precise documentation of member interactions, success plans, and forecasts in the CRM.

⛳️ Requirements

• Bachelor’s degree in Business, Education, Technology, or a related field.

• Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment.

• Experience in EdTech is highly preferred.

• Demonstrated success in managing a significant book of business and driving revenue outcomes through renewals, upsells, and expansions, such as portfolios exceeding $3M annually.

• Familiarity with generative AI tools like ChatGPT, Claude, or Copilot.

• Proven experience utilizing generative AI to scale customer communication, analyze churn data, and optimize account management processes.

• Outstanding communication skills and executive presence.

• Ability to influence stakeholders at all levels, including senior university leadership.

• Strong proficiency in Salesforce, Gainsight, JIRA, Tableau, and the MS Office Suite.

• Capability to excel in a high-growth, fast-paced environment while balancing strategic thinking with tactical execution.

• Willingness to travel 10–15% for customer engagements, conferences, and team events.

• All employees are required to pass a background check.

• Candidates may be required to confirm their legal name, current physical location, valid contact number, and residential address.

🏝️ Benefits

• Competitive compensation.

• Ownership program available for all full-time employees.

• Flexible work culture.

• Generous time off, including local holidays and an annual “Dim the Lights” period in late December.

• Comprehensive wellness programs and mental health support.

• Resources for learning and development.

• Professional development tools.

• Tuition reimbursement.

• Technology and tools necessary to perform at your best.

• Motivosity employee recognition program.

• An inclusive, supportive culture that emphasizes meaningful connections.