Customer Success Manager

About AwardSpring

AwardSpring is transforming the way scholarships are managed, making it easier for organizations to administer scholarships and for students to access funding. Our platform streamlines the entire scholarship lifecycle—from application and review to awarding and donor management.

As we grow, we're looking for a Customer Success Manager (CSM) to join our team and help customers achieve their goals through exceptional onboarding, engagement, and long-term partnership.

Role Overview

As a Customer Success Manager, you'll own the relationship with a portfolio of AwardSpring customers. From onboarding through renewal, you'll ensure they feel supported, confident, and successful using AwardSpring.

Your primary focus will be understanding customer goals, driving platform adoption, and supporting long-term retention and growth. You'll work closely with teammates across Sales, Project Management, and Product to deliver a consistent, high-quality experience.

This is a great role for someone who enjoys being customer-facing, problem-solving, and guiding organizations to success, while continuing to grow their career in Customer Success.

Key Responsibilities

Customer Onboarding & Success

• Partner with Sales and Project Management to ensure seamless new customer handoffs.
• Lead customer kickoff calls to align on goals, pain points, and success milestones.
• Support onboarding and adoption phases, ensuring customers are set up for success.
• Conduct post-implementation check-ins and provide ongoing guidance through key moments in their first scholarship cycle.

Customer Engagement, Retention & Growth

• Serve as the primary point of contact for customers within your assigned territory.
• Build strong, consultative relationships that drive long-term engagement and satisfaction.
• Monitor customer health and proactively address risks through data and insight.
• Manage renewals, lead value-driven renewal conversations, and identify expansion opportunities.

Cross-Team Collaboration & Customer Advocacy

• Maintain accurate account activity and notes in HubSpot.
• Work with Product to relay meaningful customer feedback that supports roadmap planning.
• Collaborate with the CS team to share learnings, resources, and best practices.

Qualifications & Skills

• 2–4 years of professional experience in a customer-facing role.
• 0-2 years of experience in Customer Success, Account Management, or a related SaaS role (a plus, but not required).
• Strong communication, relationship management, and problem-solving skills.
• Experience managing customer renewals and influencing retention outcomes.
• Comfortable interpreting and acting on data to drive customer decisions.

Compensation

• Base Salary: $60,000-65,000
• Variable Compensation Target: $25,000
• On Target Earnings: $85,000-$90,000
• Variable Compensation paid based on renewal performance attained from the CSM's book of business, with accelerators in place for high performers

AwardSpring's Vision, Mission & Values

VISION: To broaden access to educational opportunity.

MISSION: To help scholarship administrators connect donor funds to the students who need them.

VALUES:

• ACTION: Take initiative, be accountable, and share your knowledge.
• DETERMINATION: Simplify and improve processes, overcoming obstacles with creativity and persistence.
• HUMANITY: Show empathy and kindness in every interaction.
• IMPROVEMENT: Strive to grow daily and add value to clients and teammates.

Equal Opportunity Statement

AwardSpring is committed to creating an inclusive and diverse workplace. All employment decisions are based on qualifications, merit, and business needs. We celebrate diversity and foster a welcoming environment for all team members.