Customer Success Manager

At the company, we're building the technology for higher education to understand what students are actually thinking and feeling, so they can act before small struggles become big problems. We call it Student Voice Intelligence: engaging students in real-time, AI-powered conversations, uncovering the real drivers of attrition, and delivering those insights to power student success and enrollment workflows.

Today, we partner with 300+ colleges and universities across the country. We're backed by an $80M investment [link for members] from JMI Equity and are in a phase of rapid execution and expansion. This is an opportunity to do meaningful, hands-on work at a high-growth startup [link for members] tackling one of higher education's most urgent challenges: helping more students persist from enrollment through graduation.

You’ll join a driven, thoughtful team that values ownership, moves quickly, and cares deeply about building products that make a measurable difference for students.

“the company has perhaps the world’s most valuable data set on what college students need to navigate their academic lives.”

• The Washington Post

The Opportunity

As a Customer Success Manager (CSM), you'll sit at the intersection of relationships and revenue. You'll own a portfolio of college and university customers (we call them partners!), serving as their trusted advisor while carrying direct accountability for renewals and expansion. At the company, we believe the best way to grow is to make our partners genuinely successful, and this role is the embodiment of that principle.

Are you a SaaS CSM who's built your career at a company where the mission actually matters? Someone who gets energized not just by hitting a number, but by the impact behind it? That's who thrives here.

You'll collaborate closely with Sales, Product, and Marketing to deliver a seamless partner experience. This role reports to a Customer Success Director and is fully remote, with occasional travel.

What You’ll Do

Relationship Ownership

• Serve as the primary point of contact for an assigned portfolio of college and university partners, building deep, multi-threaded relationships with key stakeholders and decision-makers

• Lead regular partner check-ins, strategic business reviews, and renewal conversations that keep partners engaged and successful

• Travel to partner campuses (~1 visit/quarter) to deepen relationships and support long-term success

Renewal & Expansion

• Own the full renewal cycle - from understanding each partner's evolving needs through negotiation and close

• Identify, qualify, and close expansion opportunities including, partnering with Sales on larger or more complex deals

• Maintain accurate renewal forecasts and pipeline documentation to ensure visibility and accountability

Value Realization

• Drive strong product adoption and effective usage aligned to each partner's institutional goals

• Develop and manage partner-specific messaging frameworks tied to institutional calendars and objectives, recommending high-impact strategies to maximize product value

• Proactively guide partners to best practices and proven use cases that improve engagement and program effectiveness

Insights & Advocacy

• Analyze partner data to identify trends, risks, and opportunities, translating insights into clear, actionable recommendations

• Create and deliver polished reports and presentations that demonstrate product usage, measurable impact, and ROI

• Serve as the voice of the partner internally, collaborating with Product and Engineering to improve the platform and overall experience

What You Should Have

• 3+ years of experience in customer success or account management in B2B SaaS - bonus points if you've worked in EdTech, nonprofits, or another mission-driven space

• A demonstrated track record of owning and closing renewals and expansion within a book of business, with measurable impact on retention metrics

• Strong commercial instincts – you understand how to do deep discovery, protect revenue, deepen long-term partnerships, and develop expansion opportunities within existing accounts

• Strong relationship-building skills with experience influencing senior or executive stakeholders

• Excellent written, verbal, and presentation communication skills

• Comfort working with data and translating insights into compelling partner-facing narratives

• High organizational skills with the ability to manage multiple accounts, renewal cycles, and priorities simultaneously

• A proactive, ownership-oriented mindset with a bias toward action

• Genuine passion for education, student success, and the company' mission

The Process

• Async Video Recording - Your application will be reviewed by humans, if we’d like to learn more we will send you a link to record a quick video!

• CX Interview - You’ll meet with our Senior Partner Success Director, Cara, to dive deeper into role-specific experience and expectations.

• Take-Home Assignment / Group Interview - This is an opportunity to showcase your skills in a tangible way and meet more of the CX team.

• Logistics Call - You’ll chat with Mary, our Head of Talent, to discuss timeline, compensation, and any questions.

• VP of CX call - You'll meet with Meg, our VP of CX.

• Co-Founder Call - You’ll meet with one of our co-founders for a final chat!

• References - We’ll ask for 3 references. Ideally, 2 will be previous managers.

• Offer!

Why join the company?

• Make a real impact in higher education — Be part of a mission you can be proud of [link for members] to help colleges and universities better support students through AI-driven insights, real-time engagement, and student-centered technology.

• Join a values-driven, collaborative culture — Be part of a kind, inclusive, “no-ego” team that prioritizes trust, transparency, and respect.

• Grow with a fast-scaling EdTech company — the company is ranked on Inc. 5000 for rapid growth and innovation.

• Enjoy flexibility and competitive benefits [link for members] — Remote-friendly work, unlimited PTO, paid parental leave, competitive compensation, new Apple hardware, 401k matching, and strong health and wellness benefits.

The company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, veteran status, or any other protected characteristic under applicable law. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.