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Customer Success Manager

17 hours, 51 minutes ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM HubSpot
Apply Now
Mongoose

Mongoose

Mongoose is a leading provider of conversational software tailored for higher education institutions. Their innovative solutions, including SMS texting, live chat, AI chatbot, and insights tools, help institutions engage with students effectively. Trus...

Diversified Consumer Services
51-250
Founded 2009
View All Jobs 2

Description

  • Lead onboarding and implementation for new customers to ensure a smooth rollout and early adoption.
  • Act as the primary strategic partner for customers and help them achieve institutional goals through effective platform use.
  • Establish success plans that align platform usage with customer objectives and measurable outcomes.
  • Monitor customer health by tracking adoption, engagement, and performance trends and proactively identifying risks and opportunities.
  • Conduct Quarterly Reviews that analyze performance, surface insights, and recommend actionable strategies.
  • Partner with customers to align product usage with priorities such as enrollment, retention, and student engagement.
  • Analyze conversation and engagement data to identify trends, diagnose challenges, and provide strategic recommendations.
  • Collaborate with Account Managers on retention, growth, and expansion strategies.
  • Work with Product, Support, Marketing, and Content teams to resolve issues and develop customer resources.
  • Maintain accurate customer documentation and share portfolio trends to inform internal teams and product improvement.

Requirements

  • Experience in higher education, SaaS, customer success, or a related client-facing role is preferred.
  • Background in admissions, advising, enrollment management, student affairs, alumni relations, or a similar higher-ed function is highly valued.
  • Strong communication and relationship-building skills with the ability to influence stakeholders and act as a trusted advisor.
  • Ability to think strategically and proactively, anticipating challenges and guiding customers toward better outcomes.
  • Data-driven mindset with the ability to analyze trends, metrics, and insights.
  • Experience using CRMs such as HubSpot to maintain detailed and accurate records.
  • Strong project management and organizational skills.
  • Curiosity, adaptability, and a willingness to learn are important.
  • Higher education experience is encouraged even if you have not held a traditional customer success title.

Benefits

  • $65,000 - $75,000 annual compensation.
  • Total on-target earnings of $75,000, including a $65,000 base salary and $10,000 variable pay.
  • Comprehensive medical, dental, and vision coverage.
  • 401(k) with company match: 100% of the first 3% and 50% of the next 2%.
  • Flexible PTO.
  • Competitive leave policies.
  • 13 paid holidays, including a week off between Christmas and New Year’s.
  • Remote full-time role.

Interested in this position?

Apply directly on the company website

Apply Now

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