Senior Customer Success Manager (CSM) (EdTech)

Location: US-REMOTE; remote role. Travel 10–15% is required for customer engagements, conferences, and team events.

Compensation: $80K–$90K annually.

Company

Develops intuitive products that support learning, personal development, education, and career growth.

What you will do

• Develop and execute strategic account plans to improve account health, growth, retention, and customer value.
• Lead executive business reviews with strategic higher-education stakeholders, aligning goals, reviewing performance, and identifying expansion opportunities.
• Monitor customer health metrics, identify risks, and develop mitigation strategies.
• Act as the primary contact for strategic members and tailor success plans to their objectives, workflows, and desired outcomes.
• Drive product adoption and utilization, share EdTech trends and benchmarks, and relay customer feedback to Product Management.
• Identify upsell and cross-sell opportunities, maintain CRM documentation, and partner with Renewal Representatives and Sales on growth outcomes.

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; EdTech experience is strongly preferred.
• Proven success managing a substantial book of business and driving revenue through renewals, upsells, and expansions, such as portfolios of $3M+ annually.
• Experience using generative AI tools such as ChatGPT, Claude, or Copilot to scale customer communication, analyze churn data, and optimize account workflows.
• Exceptional communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership.
• Strong proficiency with Salesforce, Gainsight, JIRA, Tableau, and MS Office Suite.
• Ability to thrive in a high-growth, fast-paced environment while balancing strategic thinking with tactical execution.
• Ability to work remotely from the United States and travel 10–15%.

Culture & Benefits

• Competitive compensation and participation in the ownership program for full-time employees.
• Flexible collaboration practices that vary by role, team, and location.
• Generous time off, local holidays, and an annual late-December “Dim the Lights” period based on departmental needs.
• Wellness programs, mental health support, learning and development resources, professional development tools, and tuition reimbursement.
• Inclusive culture with employee recognition and the technology needed to perform the role.
• Background checks and identity verification are required; candidates may need to verify their legal name, current physical location, contact number, and residential address. Misrepresentation results in disqualification.