Customer Success Manager

Role overview Own a portfolio of higher education clients for a modern payments platform that is rebuilding the student financial experience for universities. As Customer Success Manager, you will be accountable for term-to-term client success, driving adoption and expansion, and turning customer outcomes into revenue growth. This is a full-time role reporting to the Senior Director of Customer Success, with success measured by improvements in Net Revenue Retention.

Responsibilities - Own a book of higher education clients end-to-end, serving as the primary relationship owner across the partnership lifecycle. - Drive product adoption and identify expansion opportunities to grow account value and renewals. - Manage the commercial side of the relationship, including renewals, upsells, and proactive pipeline development. - Interpret and leverage data to inform account strategy, surface risks, and demonstrate value. - Build deep product expertise and use it to anticipate client needs and recommend solutions. - Maintain a tight feedback loop with the Product team so client input shapes roadmap decisions. - Orchestrate AI tools and systems to elevate personal and team productivity while staying mindful of limitations.

Requirements - 4-6 or more years of experience in Customer Success. - Background in B2B or Enterprise SaaS, ideally at an early-stage startup from Seed through Series B. - Demonstrated success managing high-touch client relationships and owning renewals and expansion. - Strong data fluency, with the ability to translate signals into adoption and expansion plays. - Builder mindset with high agency and urgency, comfortable owning problems end-to-end and making consequential decisions. - Working AI fluency, using AI thoughtfully and iteratively to improve how work gets done.

Nice to have - Prior B2B or Enterprise SaaS sales experience as an Account Executive or Business Development Representative. - Experience working with institutional buyers in higher education or similarly complex sectors.

Benefits and work setup - Initial annual salary expected to range from $103,700 to $153,000 USD, depending on experience and location. - Competitive equity package. - 401(k) retirement savings plan. - Subsidized medical, dental, and vision insurance with HSA and FSA options. - Flexible paid time off, paid parental leave, and paid company holidays. - 1-2 company onsites per year.