Customer Success Manager - Higher Education and Research

Join our team as a Customer Success Manager for Higher Education and Research. In this role, you will guide institutions through onboarding, adoption, and ongoing success with our solutions. You will act as a trusted advisor, ensuring they achieve measurable value, receive outstanding support, and develop long-term partnerships with our company. Responsibilities include leading onboarding and implementation, providing customer care and support, and conducting success management and strategic guidance.

• Lead smooth onboarding for new business schools, universities, research centers, and academic departments, delivering product setup, configuration guidance, and integration support.
• Serve as the primary point of contact for assigned accounts, managing day-to-day needs and ensuring timely responses, while handling incoming support tickets and coordinating with internal teams.
• Conduct regular Business Reviews with decision-makers to measure progress against objectives, share insights, and identify new opportunities, while analyzing usage data to track health scores.
• Experience in Customer Success, Account Management, or similar roles, ideally in EdTech, SaaS, or higher education.
• Professional proficiency in English, Spanish and French (spoken and written).
• Excellent communication, relationship-building, and presentation skills (comfortable with diverse audiences).
• Solid problem-solving abilities and a customer centric mindset.
• Ability to analyze data, extract insights, and translate them into actionable recommendations.
• Ability to learn, even technical tool, manage multiple projects, deadlines, and complex stakeholder groups.

Success Metrics

• Customer retention & renewal rate
• Adoption and usage growth (time-to-value)
• Account health score improvements
• Reduction in support ticket volume through successful enablement
• Customer satisfaction (CSAT, NPS)