Client Success Manager - $31.25 - $38.46 per hour

About the role

As a Client Success Manager, you will build long-term relationships with higher education partners and help them maximize the value of an innovative software platform. You will serve as a trusted advisor, guiding clients through implementation, onboarding, training, platform adoption, and ongoing success while collaborating closely with internal teams to deliver an exceptional customer experience.

Responsibilities

• Own the overall health of assigned client accounts by driving customer retention, satisfaction (CSAT and NPS), and long-term advocacy.
• Manage the transition from implementation to launch by configuring the platform and delivering user training.
• Lead recurring client meetings, strategic business reviews, and account health reviews.
• Respond promptly and accurately to client inquiries while consistently meeting or exceeding established service level agreements (SLAs).
• Collect customer feedback and product insights to support future product improvements and enhancements.
• Represent the organization at conferences, campus visits, webinars, and other client-facing events.
• Develop strong client relationships and identify customer champions for case studies, testimonials, and community engagement initiatives.
• Maintain accurate customer records, account activity, and engagement details in Salesforce and Vitally.
• Participate in ongoing coaching and continuously expand product knowledge and industry expertise.
• Conduct strategic planning sessions with clients to establish measurable goals, monitor platform adoption, and review overall performance.
• Proactively identify potential churn risks and develop, implement, and execute customer success plans to improve retention.

Qualifications

• At least 2 years of experience in Customer Success or Customer Service within a B2B SaaS environment.
• Strong technical aptitude with the ability to quickly learn and master new software platforms.
• Excellent written and verbal communication skills.
• Strong problem-solving skills with a creative, customer-focused approach.
• Professional, empathetic, organized, and detail-oriented.
• Ability to adapt quickly in a dynamic and evolving environment.
• Experience with CORE ELMS or CORE CompMS is a plus.
• Previous experience in healthcare, technology, or higher education is preferred.
• Project management experience and familiarity with CRM platforms are considered strong advantages.
• Bachelor's degree required.

Benefits

• Competitive base salary with an annual bonus opportunity.
• Flexible paid time off (PTO).
• Remote work flexibility.
• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan with a generous employer match.
• Financial planning resources.
• Company-paid life insurance.
• Company-paid disability insurance.
• Collaborative, supportive, and mission-driven work environment.

Pay

$65,000-$80,000 per year