Customer Success Manager North America

Role overview Own the success and growth of a portfolio of US higher education partners, guiding institutions from initial training through adoption and renewal. This remote role combines relationship management, software enablement, usage analysis, and commercial negotiations, while helping establish a stronger presence across the Americas.

Responsibilities - Manage institutional accounts and lead renewals from proposal through negotiation and coordination with legal partners. - Monitor product adoption, interpret usage data, and create practical plans and reports to improve engagement. - Deliver training and demonstrations for faculty and instructional designers, advising on effective product use and teaching practices. - Build relationships from instructors to senior university leaders and develop champions within each institution. - Identify expansion opportunities and coordinate cross-sell and upsell discussions with an account executive. - Share evidence-based partner feedback with product teams, maintain accurate CRM records, and travel to campuses and events as needed.

Requirements - At least three years of experience in customer success, account management, or partner management, including ownership of renewals. - Confidence leading conversations with both teaching staff and university executives, and negotiating challenging renewals. - Ability to learn complex software, work with adoption data, and explain learning management system integrations clearly. - Strong organization, independent prioritization, early risk identification, resilience, and clear communication. - Based in the Eastern or Central US time zone, authorized to work in the US without sponsorship, available full time, and able to travel up to 20%.

Nice to have - Familiarity with learning platforms such as Canvas, Blackboard, Moodle, or D2L Brightspace; US higher education procurement, accessibility requirements, and academic calendars; or HubSpot.

Benefits and work setup - Fully remote work with autonomy over an account portfolio; travel may include campus visits and conferences. - Listed compensation includes an $85,000 base salary plus commission, employer-supported 401(k), and health, dental, and vision coverage. - Time off includes 25 combined vacation and sick days, a paid birthday, and three paid volunteering days annually. - Includes three paid learning and development days, a $550 annual learning budget, a company laptop, and mental health support.