Customer Success Manager, EDU

Location: Remote (US)

Department: Customer Experience

Location Type: REMOTE

Employment Type: FULL_TIME

The Role

What Youll be Doing

Implementation & Training:

• Manage a portfolio of fast-growing customers, guiding them through a smooth and successful onboarding experience.
• Coordinate implementation milestones—including kickoff, product training, data migration, and rollout planning—to ensure customers are set up for long-term success.
• Facilitate enablement sessions and assist customers in identifying and solving for their unique use cases.
• Support early calibration and alignment sessions to ensure customer goals and success criteria are well defined.

Success Management & Renewals:

• Own the customer relationship post-sale, including renewals and expansion for your book of business.
• Build strong, strategic relationships across customer organizations, including with VP-level and senior stakeholders.
• Act as a trusted advisor, developing champions by combining deep product knowledge, industry context, and business acumen.
• Deliver ongoing training and new-feature enablement to help customers continually extract value.
• Lead regular check-ins to track progress toward success metrics, identify risks, and create action plans that drive adoption.
• Partner with Solutions Engineers and cross-functional teams to design thoughtful solution strategies and translate customer needs into product opportunities.
• Represent the customer voice internally to inform roadmap direction, positioning, and broader GTM strategy.
• Conduct structured and impactful customer meetings—including trainings, business reviews, and power-user interviews.
• Proactively identify issues or blockers and collaborate with internal teams to resolve them quickly and effectively.

What Were Looking For

Basic Requirements:

• Deep, hands-on understanding of higher-education personas — Provosts, Deans, and Academic Affairs leaders — and the specific pain points they face, gained either as a higher-ed practitioner or through a CS/Account Management role managing higher-ed accounts (our single highest priority for this role)
• 5+ years of Customer Success or Account Management experience in EdTech, online/hybrid learning, or at a technology company with a strong higher-education go-to-market motion (e.g., Coursera, Pearson, Lightcast)
• Demonstrated success leading end-to-end implementations and delivering effective end-user training
• Proven, quantifiable track record of customer retention and account growth
• A customer-first mindset with the ability to build strong, consultative relationships with senior stakeholders—including Provosts, Deans, and VPs of Academic Affairs—and lead impactful Executive Business Reviews (EBRs)
• A strategic, data-driven approach to account management—comfortable analyzing usage and success metrics to build renewal/expansion strategies and communicate ROI to institutional stakeholders
• A collaborative, empathetic, and solutions-oriented team player
• Exceptional written and verbal communication skills, including strong presentation capabilities
• A scrappy, entrepreneurial mindset — this is a new, fast-growing segment, so you’ll be establishing much of the process and playbook as you go. We’re looking for someone who sees a gap and builds a solution rather than waiting for explicit direction.

Bonus Points:

• Experience transitioning from a sales background into Customer Success — open to candidates with strong sales fundamentals who want to move into CS
• First-hand experience working inside a college or university office (e.g., career services, business development, or academic affairs)