Senior Customer Success Manager

Role Overview

As a Senior Customer Success Manager, you will serve as a trusted guide to public, private, research, and multi-institution systems across North America. You will bridge executive strategy with product innovation across HCM, Financials, and Student solutions, turning complex operational challenges into clear success paths that fuel campus agility, student success, and long-term institutional growth.

What You Will Do

Portfolio retention and expansion, strategic advocacy, escalation & issue resolution, value velocity and adoption, and human-AI collaborative workflows.

Why It Might Be a Fit

We are looking for people who have a combination of domain expertise, customer management and Higher Education industry experience. You will bring an inclusive, collaborative perspective that enriches team dynamics, fosters trust, and strengthens cross-functional alignment with Sales, Services, and Product teams.

Requirements

• 8+ years of experience in enterprise Customer Success, consulting, or account management ideally within the Higher Education industry
• 5 + years of Functional domain experience and familiarity with HCM, Financials, or Student software platforms
• 1 + years of demonstrated experience and ability to monitor customer telemetry data, accelerate feature usage, and manage consumption-based software platforms to secure full renewal performance and unlock expansion growth

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or other retirement plan
• Stock grants
• Bonus/Commission
• Paid holidays
• Flexible work arrangement
• Work-life balance
• Professional development opportunities