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Customer Success Manager

1 day 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
51-200
Founded 2009
View All Jobs 3

Description

  • Lead customer onboarding and implementation, establishing success plans and driving early adoption.
  • Serve as the primary strategic partner for customers, aligning platform use with institutional goals.
  • Monitor customer health, adoption, engagement, and performance trends to identify risks and opportunities.
  • Conduct quarterly reviews to analyze results, provide insights, and recommend actionable strategies.
  • Analyze conversation, engagement, and ROI data to improve customer communication strategies and outcomes.
  • Partner with Account Managers on retention, expansion, and account strategies.
  • Identify expansion opportunities across customer departments and institutional needs.
  • Collaborate with Product, Support, Marketing, and Content teams to resolve issues and share customer insights.
  • Maintain accurate customer documentation and interaction records in HubSpot.
  • Share portfolio trends, customer outcomes, and success stories to inform product, marketing, and continuous improvement.

Requirements

  • Experience building relationships with stakeholders and guiding customers or partners toward measurable outcomes.
  • Analytical ability to interpret engagement, conversation, and ROI data and turn findings into recommendations.
  • Experience in higher education, such as admissions, advising, enrollment management, student affairs, alumni relations, or a similar function, is strongly valued.
  • Ability to lead onboarding, implementation, and customer adoption initiatives.
  • Knowledge of higher education priorities such as enrollment, retention, and student engagement.
  • Ability to collaborate cross-functionally with account management, product, support, marketing, and content teams.
  • Experience identifying customer risks, growth opportunities, and retention strategies.
  • Ability to maintain thorough customer records in HubSpot or a similar CRM.
  • Strong communication skills for conducting strategic customer reviews and presenting insights.
  • Customer success or client success experience is helpful but not required for candidates with relevant higher education experience.

Benefits

  • 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.
  • Equal-opportunity workplace with application accommodations available.

Interested in this position?

Apply directly on the company website

Apply Now

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