Customer Success Manager II (Higher Education)

This role is vital for driving the growth and retention of our customer base, which directly impacts our company's success and stability. Your ability to deeply understand each customer's business through research and relationship-building—reaching all levels, including the C-suite—is crucial for identifying and addressing their specific needs. This deep insight allows you to present innovative solutions and conduct thorough discovery to fully grasp and resolve their pain points. Managing a diverse range of customers at various stages of their lifecycle requires resilience, adaptability, and a high degree of operational rigor. Your dedication to mastering our products and executing with precision ensures that we deliver unparalleled value, making your role essential to our clients' success and our company's growth. Bachelors degree required 4+ years prior account management experience 4+ years of experience in SaaS Experience working for or with Higher Education organizations (Colleges & Universities, EdTech, etc) Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation Enjoys working closely with customers to ensure complete satisfaction A self-starter who takes the initiative to get things done Increase customer retention by conducting customer engagement calls in person and virtually, developing use cases and supporting customers in implementation and adoption as well as performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes. Maintain a deep understanding of the product in order to speak with customers about the most relevant features/functionality for their specific business needs. Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management. Track accounts to identify churn risk and work actively to improve customer health and retention Work closely with Product and Engineering on identification and tracking of product improvement requests. Develop, test, and iterate on industry specific playbooks and engagement strategies. Program creation for initiatives specific to deepening adoption and relationships with our enterprise customers.