Customer Success Manager

About the role

The Customer Success Manager (CSM) is a critical position within Unibuddy's North American (NA) team. This role is essential for driving effective implementation and adoption of Unibuddy's Chat, Community, and Assistant products across a portfolio of higher education institutions. The CSM collaborates closely with the Account Management team to influence renewal and expansion outcomes, providing value narratives, risk flags, and renewal readiness materials. They also facilitate regular reviews and track progress against success plans for all Tier 1 customers.

Key Responsibilities

• Own strategic account planning and stakeholder engagement, ensuring alignment to institutional goals.
• Partner closely with Account Management to influence renewal and expansion outcomes, providing value narratives, risk flags, and renewal readiness materials.
• Build ROI proof points and value narratives for Account Management to use in customer-facing ROI meetings.
• Own implementation of Chat, Community, and Assistant, guiding customers from kickoff through full adoption.
• Analyze customer usage and engagement data to identify opportunities for improved adoption and retention, routing expansion signals to Account Management with context.
• Facilitate regular reviews and track progress against success plans for all Tier 1 customers; quarterly cadence for Tier 2.
• Deliver product training and resources to maximize platform usage.
• Maintain accurate, up to date customer health signals and proactively flag risks or blockers to Account Management, with mitigation plans attached.
• Develop strong, multi-level relationships across institutions, building resilience beyond a single champion.
• Keep internal success tools (Salesforce) up to date with key updates and engagement insights.

What Success Looks Like

• Net and gross revenue retention (influenced through adoption, value delivery and risk mitigation, not owned)
• Accuracy and timeliness of renewal readiness materials and risk flags provided to Account Management
• Quality and usage of ROI proof points and value narratives handed to Account Management
• Executive stakeholder engagement across accounts
• Onboarding speed and customer time-to-value

What We’re Looking For

• Relationship-building across multi-level stakeholders, with the ability to build resilience beyond a single champion
• Strategic planning: able to build forward-looking success plans aligned to institutional priorities, not just react to what's in front of them
• Operational rigor: disciplined CRM hygiene, accurate reporting, predictable cadence across a portfolio
• Analytical and data-driven approach to health scoring, usage analysis, and early risk identification
• Excellent communication and storytelling, particularly with executive audiences
• Cross-functional collaboration, especially with Account Management, Product and Support
• Sound commercial judgment: able to build credible value narratives and risk flags that Account Management can act on, without owning negotiation
• Organisational and time management strength