Sr. Customer Success Manager (EdTech)

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

Company

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

What you will do

• Develop and execute strategic account plans for the health, growth, and retention of key higher-education accounts.
• Lead executive business reviews with stakeholders to align goals, review performance, and identify expansion opportunities.
• Monitor customer health metrics, identify risks, and create mitigation strategies.
• Act as the primary contact for strategic customers and tailor success plans to their objectives, workflows, and desired outcomes.
• Drive product adoption, share EdTech benchmarks, and relay customer feedback to Product Management.
• Partner with Renewal Representatives and Sales on renewals, upsells, cross-sells, and expansions while maintaining accurate CRM records.

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 renewals, upsells, and expansions, including portfolios of $3M+ annually.
• Experience using generative AI tools such as ChatGPT, Claude, or Copilot for customer communication, churn analysis, and workflow optimization.
• Exceptional communication, executive presence, and stakeholder influence, including with senior university leadership.
• Strong proficiency with Salesforce, Gainsight, JIRA, Tableau, and Microsoft Office Suite, plus the ability to balance strategic and tactical execution.

Culture & Benefits

• Full-time employees receive competitive compensation and participate in an ownership program.
• Flexible collaboration options vary by role, team, and location.
• Generous time off, local holidays, and an annual late-December recharge period based on departmental needs.
• Wellness programs, mental health support, professional development resources, and tuition reimbursement.
• Employee recognition through the Motivosity program and an inclusive, supportive culture.

Hiring process

• All employees must pass a background check.
• Candidates may need to complete identity verification, including confirmation of legal name, current physical location, contact number, and residential address in accordance with local privacy laws.