Senior Customer Success Manager, Strategic Higher Ed (Remote - US only)

A established EdTech software company is hiring a Senior Customer Success Manager to join its strategic higher education team. The role manages and grows relationships with a portfolio of large, strategic university accounts. The person in this role acts as a trusted advisor, using data and strategic planning to help members get full value from the platform.

Responsibilities

• Build and carry out strategic account plans that protect the health, growth and retention of a portfolio of key members.
• Lead regular executive business reviews with senior stakeholders to set goals, review results and surface expansion opportunities.
• Track customer health indicators, spot risks early and put mitigation plans in place.
• Drive product adoption across member organizations through guidance and best practices, and relay member feedback to Product Management.
• Work with renewal reps on retention and growth, and partner with Sales on upsell and cross-sell opportunities.
• Use generative AI tools to speed up account research and administrative work, and help the team adopt better workflows.

Requirements

• Bachelor's degree in business, education, technology or a related field.
• Five or more years of progressive customer success, account management or sales experience in SaaS; EdTech experience strongly preferred.
• Proven record managing a large book of business and driving renewals, upsells and expansions (portfolios of roughly $3M+ annually).
• Experience with generative AI tools for customer communication, churn analysis and account workflows.
• Strong communication and executive presence, with the ability to influence stakeholders including senior university leaders.
• Working proficiency with Salesforce, Gainsight, JIRA, Tableau and MS Office; able to travel 10-15% for customer engagements, conferences and team events.

Applicants must be based in: United States.