The ad says“Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred”
The ad says“Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred”
The ad says“Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite)”
The ad says“Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows”
The ad says“Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite)”
The ad says“Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite)”
The ad says“Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred”
The ad says“Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred”
The ad says“Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite)”
The ad says“Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite)”
Values
The ad says“Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows”
The ad says“Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows”
The ad says“Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows”
We are seeking a highly skilled and experienced Sr. Customer Success Manager (CSM) to join our Strategic HigherEd CSM team.
This role is crucial for managing and nurturing relationships with our strategic members.
The ideal candidate will possess a high-caliber skill set, a proven track record in strategic customer success, and the ability to drive engagement, adoption, and retention for a large base of key accounts.
This individual will act as a trusted advisor, leveraging data and strategic planning to ensure our strategic members achieve maximum value from our platform
Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of strategic members
Own regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities
Monitor customer health metrics, identify risks early, and develop mitigation strategies before issues escalate
Serve as the primary point of contact for strategic members, ensuring seamless communication and a consistently positive customer experience
Use generative AI tools to strengthen account knowledge, sharpen signal detection, and reduce time spent on administrative work, so you can spend more time on strategic customer conversations
Bring new workflows and tools to the team
Partner with CS leadership to identify where AI-augmented approaches can replace reactive, late-stage interventions with earlier, more strategic engagement
Deeply understand each strategic member’s business objectives, workflows, and desired outcomes to tailor success plans
Drive product adoption and utilization across member organizations by providing strategic guidance and best practices
Collaborate with Product Management to relay member feedback and advocate for improvements that benefit strategic users
Share industry trends, emerging EdTech benchmarks, and peer-customer success stories to inspire strategic adoption
Own the strategic health and growth trajectory of your portfolio, partnering closely with dedicated Renewal Reps, who lead the commercial renewal process
Identify opportunities for upselling and cross-selling within existing strategic accounts and partner with the Sales team to drive these opportunities
Maintain accurate and up-to-date documentation of all member interactions, success plans, and forecasts in the CRM
Benefits
Join a passionate community of educators and the people working to support them
Access to a large course library, mentoring and coaching opportunities, and regular feedback
Community engagement (partnerships, volunteering, free learning resources, and ongoing outreach efforts)
Office culture that values outcomes and impact above all
Equity and ownership programs give every employee a stake in our future
Ownership, recognition, and celebrations of shared success
Growth opportunities (we’re all about helping our people move into (and thrive in) new roles)
Preferred experience
Demonstrated ability to thrive in a high-growth, fast-paced environment, balancing strategic thinking with tactical execution
Ability to travel 10–15% for customer engagements, conferences, and team events
Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows
Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred
Bachelor’s degree in Business, Education, Technology, or related field
Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite)
Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions (e.g., portfolios of $3M+ annually)
Exceptional communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership
