Customer Success Manager
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Job Description
Customer Success Manager leading strategic partnerships for Upswing's educational support services. Ensuring partner engagement and adoption of products while driving measurable success outcomes.
Responsibilities:
- Lead ongoing partner-facing meetings after implementation, serving as the primary point of contact for all strategic and operational updates.
- Build strong, trusted relationships with institutional stakeholders at all levels.
- Understand each institution’s goals, risks, success metrics, student populations, and success strategies.
- Drive adoption and usage of Upswing’s services and products based on partner objectives.
- Create and maintain partner success plans aligned to enrollment, persistence, and student support goals.
- Provide partners with performance analyses, insights, and actionable recommendations to maximize student impact.
- Manage renewal conversations with support from Senior CSMs or leadership when needed.
- Identify and surface upsell and cross-sell opportunities that align with partner goals.
- Maintain accurate forecasting and account health indicators in CRM (Hubspot) and internal tools.
- Surface priority issues, partner feedback, and feature needs to Product and Support teams.
- Collaborate cross-functionally to resolve partner concerns, ensure smooth operations, and influence product roadmap decisions.
- Monitor account health, usage trends, and risk indicators, recommending interventions where appropriate.
- Travel to industry conferences, provide in-person training, and do on-site visits to increase face-to-face interaction with decision-makers and influencers for key accounts.
Requirements:
- 2–5 years of experience in customer success, account management, consulting, or higher education administration (SaaS or EdTech preferred).
- Strong relationship-building and stakeholder management skills.
- Ability to synthesize data and translate insights into partner recommendations.
- Comfortable leading conversations around impact, value, risk, and renewal readiness.
- Highly organized with strong project management skills and the ability to manage multiple accounts.
- Strong communication skills (written and verbal) and a proactive, solutions-oriented mindset.
- Prior experience meeting and exceeding revenue-based goals for renewals, upsells, and cross-sells.
- Passion for education, equity, and student success.
Benefits:
- Health, dental, and vision coverage
- 401k program
- Unlimited PTO and flexible working hours
- Annual Wellness, WFH, and professional development stipends
- Fully remote organization
- Mission-driven, passionate coworkers with an awesome remote team culture
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