Customer Success Manager

Customer Success Manager At EdSights, we’re building technology that helps colleges and universities better understand and support their students—at scale. Our platform amplifies the student voice in real time, giving institutions the insights they need to improve outcomes and retention. Today, we partner with 250+ colleges and universities across the country and are growing quickly. We’re backed by a recent $80M investment https://www.businesswire.com/news/home/20250925255277/en/EdSights-Raises-%2480M-to-Lead-the-Next-Era-of-Student-Engagement-and-Retention-Software-in-Higher-Education from JMI Equity and are in a phase of rapid execution and expansion. This role is an opportunity to do meaningful, hands-on work at a high-growth startup https://www.inc.com/profile/edsights tackling one of higher education’s most urgent problems: helping more students access college—and supporting them all the way through graduation. You’ll join a driven, thoughtful team that values ownership, moves quickly, and cares deeply about building products that make a measurable difference for students. “EdSights has perhaps the world’s most valuable data set on what college students need to navigate their academic lives.” - The Washington Post The Opportunity As a Customer Success Manager (CSM), you'll sit at the intersection of relationships and revenue. You'll own a portfolio of college and university customers (we call them partners!), serving as their trusted advisor while carrying direct accountability for renewals and expansion. At EdSights, we believe the best way to grow is to make our partners genuinely successful, and this role is the embodiment of that principle. Are you a SaaS CSM who's built your career at a company where the mission actually matters? Someone who gets energized not just by hitting a number, but by the impact behind it? That's who thrives here. You'll collaborate closely with Sales, Product, and Marketing to deliver a seamless partner experience. This role reports to a Customer Success Director and is fully remote, with occasional travel. What You’ll Do Relationship Ownership - Serve as the primary point of contact for an assigned portfolio of college and university partners, building deep, multi-threaded relationships with key stakeholders and decision-makers - Lead regular partner check-ins, strategic business reviews, and renewal conversations that keep partners engaged and successful - Travel to partner campuses (~1 visit/quarter) to deepen relationships and support long-term success Renewal & Expansion - Own the full renewal cycle - from understanding each partner's evolving needs through negotiation and close - Identify, qualify, and close expansion opportunities including, partnering with Sales on larger or more complex deals - Maintain accurate renewal forecasts and pipeline documentation to ensure visibility and accountability Value Realization - Drive strong product adoption and effective usage aligned to each partner's institutional goals - Develop and manage partner-specific messaging frameworks tied to institutional calendars and objectives, recommending high-impact strategies to maximize product value - Proactively guide partners to best practices and proven use cases that improve engagement and program effectiveness Insights & Advocacy - Analyze partner data to identify trends, risks, and opportunities, translating insights into clear, actionable recommendations - Create and deliver polished reports and presentations that demonstrate product usage, measurable impact, and ROI - Serve as the voice of the partner internally, collaborating with Product and Engineering to improve the platform and overall experience What You Should Have - 3+ years of experience in customer success or account management in B2B SaaS - bonus points if you've worked in EdTech, nonprofits, or another mission-driven space - A demonstrated track record of owning and closing renewals and expansion within a bo ... (truncated, view full listing at source)