Customer Success Manager
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Job Description
Customer Success Manager responsible for supporting graduate test prep programs at The Princeton Review. Engaging institutional partners and monitoring program outcomes with a focus on student success.
Responsibilities:
- Manage a portfolio of institutional partners, serving as the primary day-to-day point of contact and trusted advisor.
- Support the full customer lifecycle, including onboarding, implementation, training, engagement, renewal, and expansion.
- Consult with institutional partners on best practices for promoting awareness, participation, and student success in graduate test prep programs.
- Build and maintain strong relationships with key stakeholders.
- Monitor customer and student engagement data to assess program health, identify trends, and proactively address challenges.
- Prepare and deliver customized reports that demonstrate program value, outcomes, and impact.
- Manage renewals and expansion opportunities
- Partner with Sales and Customer Success leadership on account planning, forecasting, and long-term partnership strategy.
- Coordinate with internal Operations, Training, and Product teams to ensure programs are delivered according to client specifications.
- Facilitate client trainings on administrative tools, dashboards, and reporting platforms.
- Ensure timely, knowledgeable responses to customer inquiries and effective issue resolution.
Requirements:
- 3–5 years of experience in customer success, account management, student services, or a related role within higher education, edtech, or test prep.
- Direct experience working with colleges, universities, or graduate-level programs.
- Customer-focused and proactive.
- Comfortable analyzing data and using insights to guide recommendations and improve outcomes.
- Excellent written, verbal, and presentation skills.
- Organized, detail-oriented, and able to manage multiple accounts and priorities simultaneously.
- Proficient in CRM systems (Salesforce preferred), Microsoft Office, and Excel.
- Experience with test prep programs (e.g. MCAT, LSAT, GRE, GMAT) a plus, but not required.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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