Sr. Customer Success Manager
Core
Strategic account management for higher education clients, driving adoption, retention, and growth through executive engagement and data-driven planning.
Role type
Senior Strategic Customer Success Manager (HigherEd)
Builds
Strategic account plans, executive business reviews, and adoption strategies for large enterprise education clients.
Domain
EdTech / Higher Education
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account planning, executive stakeholder management, churn risk mitigation, revenue growth (upsell/cross-sell), generative AI tool utilization, CRM management, product adoption guidance
Preferred skills
EdTech industry experience, portfolio management of $3M+ annual revenue
Technologies
Salesforce, Gainsight, JIRA, Tableau, MS Office Suite, generative AI tools (ChatGPT, Claude, Copilot)
Responsibilities
Develop and execute strategic account plans; conduct executive business reviews (EBRs); monitor customer health metrics and mitigate risks; drive product adoption and utilization; identify upselling and cross-selling opportunities; collaborate with Product Management on feedback.
Seniority
Senior, hands-on IC