Enterprise Customer Success Manager

About Our ClientOur client is a SaaS platform designed to help students complete their degree and achieve career success. The platform provides a user-friendly experience that helps students plan ahead and manage their progress, while also providing advisors and administrators with valuable data to allocate resources. By joining the team, you can help empower all students to have the best-possible experiences and outcomes.About The RoleAs an Enterprise Customer Success Manager, you will work on:Relationship Management: Become an effective point of contact for institutions. Build and cultivate deep, trusted, and transparent relationships with partners, exceeding their expectations during every phase of the customer lifecycle.Value Realization: Establish clear partner retention and success goals, including high product adoption and high platform utilization, and own delivery of those goals. Increase product NPS from 50 to 80. Identify potential opportunities for upsell which increases the impact on campus.Thought Partnership: Be a strategic “voice of the customer” thought-partner for internal teams (product, marketing, sales) to recognize potential improvements for the company’s product and partnership experience.Partner Training: Get high NPS and adoption from training across diverse roles (advisors, registrar). Creating training courses and educational materials.100% Renewals: Own renewals for your partners end-to-end.Skills and ExperiencesEnterprise Partner Success: Seamlessly navigate multi-stakeholder environments, forging connections at all levels within partner and internal organizations, to realize and drive long-term successCustomer Empathy: Deep empathy for stakeholders and motivated to make them achieve their goalsPersuasion & Influence: Articulate ideas persuasively. Influence and inspire action or decision-making. Use compelling arguments and evidenceDeal with Legacy Space: Know how to get things done in bureaucratic, slow organizations like government, finance, healthcare and higher ed. Understand the politics going on behind the scenes in a large institutionProblem Solving: Proactively identify, share, and mitigate/neutralize risks - both internally and externally. Exercise creativity to figure things out in a scrappy environment to keep projects on trackData Analysis & Reporting: Analyze data and effectively translate into ROI realization. Comfortable with CSV files and ExcelTraining: Train diverse stakeholders on a complex product (enterprise B2B SaaS)Documentation & Communication: Write succinct notes and share updates with relevant stakeholdersFocus on Impact, not Progress: Not task-oriented but goal-orientedOperationally Excellent: Manage your caseload of 25 partners effectivelyComfort with Commercial: You don't shy away from up-sell or renewal conversations (commercial conversations) with partnersCollaborative Player: You collaborate with sales, product, and marketing teams independentlyGrit: You have a "get things done, no matter what" attitude - no internal or external excusesCulture-fit: You're a natural fit for the company's values as indicated on their websitePassion for this role!Why Join?Be part of the customer-centric team that's addressing the core issues in higher ed via an expandable platform — one that’s overwhelmingly loved by students and valued by administratorsThe opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growthWork and learn from some of the most prominent thought leaders in higher ed and SaaSBe part of a culture where ownership, new ideas, and creativity are celebratedGenerous stock options in a Series A stage startupFlexible, outcome-based cultureMedical, dental, vision, and life insurance401K and commuter benefitsAnnual international retreats in some of the most beautiful cities and townsSalary: $80,000 - $140,000, plus equity

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