Customer Success Manager

Student First Technologies; Bloomington (IN); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Student First Technologies seeks a Customer Success Manager – Nonprofits to own strategic relationships for a portfolio of nonprofit clients using Theodore platform. You will ensure high satisfaction, drive renewal and growth, and translate client needs into actionable improvements.

The role requires proactive problem solving, strong communication, and ability to collaborate with Sales, Implementation, and Product teams.

Qualifications

• 2+ years of experience in customer success or related field.
• Bachelor’s degree or equivalent experience.
• Strong communication and relationship-building skills.
• Ability to independently manage client relationships and priorities.
• Strong problem-solving and decision-making skills.
• Organizational and project-management abilities.
• Ability to work with multiple teams to achieve client success.
• Strong technical aptitude and quick learning of new systems.
• Maintain confidentiality and handle sensitive information.

Responsibilities

• Drive growth and retention across a portfolio of nonprofit clients.
• Own and manage assigned client relationships from implementation through renewal.
• Develop strategic account plans for platform adoption and expansion.
• Serve as primary contact and trusted advisor for clients.
• Collaborate with sales and implementation to ensure clean handoffs for renewals.
• Resolve complex client escalations with internal coordination.
• Provide platform training to client administrators and stakeholders.
• Identify trends and opportunities; recommend solutions.
• Coordinate cross-functional problem resolution across Product, IT, Operations, Eligibility, Compliance, Finance.
• Lead client meetings and process-improvement initiatives.
• Advise clients on platform capabilities and best practices.
• Balance client needs with policies and priorities.
• Maintain strong relationships to support engagement and retention.

Skills

Customer success

Account management

Relationship building

Project management

Communication

Problem-solving

Independent work

Confidentiality

Technical aptitude

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM software

Project management tools

Job description

Reports To: FSTC/EFTC Program Director
Location: Bloomington, IN or Indianapolis, IN; remote considered
Department: FSTC
Classification: Exempt

About Student First Technologies

Student First Technologies builds Theodore, the platform behind education funding programs across the country. Scholarship-granting organizations, state agencies and nonprofits use it to run Education Savings Accounts, tax-credit scholarships and family grants, from application and eligibility through disbursement and reporting. Over more than a decade, Theodore has administered over $1.3 billion in education funds for more than 300,000 students and families in 15+ states.

We believe every child is unique and deserves an education tailored to their gifts and talents. Our software makes that possible at scale: it gives programs the guardrails the law requires, and gives families, schools and vendors an easy way to take part. When a family is approved for a scholarship or pays a tutor from their ESA, that runs through our code.

The work is growing. ESA programs are expanding fast, and the new federal scholarship tax credit takes effect January 1, 2027, bringing donor-funded scholarships to every state that opts in. Programs trust us with public funds and family data, so we hold a SOC 2 Type 2 certification and are audited every year.

Position Summary

The Customer Success Manager – Nonprofits serves as the primary relationship owner and strategic partner for an assigned portfolio of nonprofit clients using Student First Technologies’ platform to administer federal tax credit scholarship programs. We seek a strategic and client-focused Customer Success Manager to build and maintain strong client relationships, ensuring high satisfaction and growth. This role will serve as the primary point of contact for clients, addressing inquiries, providing support, and collaborating with internal teams to deliver solutions. The ideal candidate will have a proactive approach, strong problem-solving skills, and the ability to translate client needs into actionable improvements.

Key Responsibilities

• Drive net new growth and retention across a portfolio of clients.
• Own and manage assigned client relationships from implementation through growth and renewal.
• Help in the development of strategic account plans for platform adoption and expansion.
• Serve as the primary point of contact and trusted advisor for assigned clients.
• Partner with sales and implementation to ensure clean handoffs and collaborate for renewal and expansion strategies.
• Resolve complex client escalations with urgency while collaborating with internal teams.
• Provide platform and program training to client administrators and stakeholders.
• Independently evaluate client issues, identify root causes, and determine or recommend appropriate solutions.
• Coordinate complex problem resolution across Product, IT, Operations, Eligibility, Compliance, Finance, and other teams.
• Identify client trends, risks, and opportunities and proactively recommend solutions.
• Lead client meetings, projects, and process improvement initiatives.
• Advise clients on platform capabilities, operational processes, resources, and best practices.
• Balance client needs with company policies, program requirements, technical capabilities, and operational priorities.
• Maintain strong client relationships that support satisfaction, engagement, and retention.
• Ability to analyze trends and implement long‑term improvements for client engagement.
• Advocate internally for client needs and communicate priorities to appropriate teams.
• Exercise sound judgment regarding when independent action is appropriate and when leadership involvement is necessary.
• Participate in testing, product improvements, and other strategic initiatives as needed.

Required Qualifications & Experience

• 2+ years of experience in customer success, account management, implementation, project management, client services, or a related field.
• Bachelor’s degree in a relevant field (such as Business, Education, Communications, or Public Administration) or equivalent experience.
• Strong communication and relationship-building skills.
• Demonstrated ability to independently manage client relationships and priorities.
• Strong problem‑solving, critical‑thinking, and decision‑making skills.
• Ability to evaluate complex situations and recommend appropriate courses of action.
• Strong organizational and project‑management skills.
• Capable of handling multiple priorities in a fast‑paced, high‑demand environment.
• Strong ability to diagnose issues and identify solutions.
• Ability to work independently with limited day‑to‑day supervision.
• Strong technical aptitude and ability to learn new systems quickly.
• Ability to maintain confidentiality and handle sensitive information professionally.
• Ability to work closely with multiple teams to achieve client success.

Preferred Qualifications

• Experience in SaaS, technology, education, financial services, benefits administration, or nonprofit organizations.
• Skilled at working with client data, running queries, executing changes carefully, and safeguarding accuracy.
• Experience leading client implementations or projects.
• Experience with CRM, project‑management, or customer‑success systems.
• Familiarity with education funding programs or K–12 education systems is a plus.
• Experience working with cross‑functional teams.

Performance & Success Measures

Performance will be evaluated based on client success, relationship management, operational effectiveness, independent problem‑solving, collaboration, and contribution to organizational goals.

Customer Success

• Customer satisfaction, engagement, and retention
• Strong, trusted client relationships
• Effective and timely client communication
• Successful management of client needs and expectations

Implementation & Problem Resolution

• Successful coordination of implementations, projects, and deliverables
• Effective resolution of complex client issues
• Ability to identify root causes and recommend solutions
• Appropriate use of independent judgment and escalation
• Independent management of assigned clients and priorities
• Effective coordination with cross‑functional teams
• Follow‑through on commitments and client deliverables
• Contribution to team and organizational goals
• Proactive identification of client trends, risks, and opportunities
• Recommendations for process, product, and customer experience improvements
• Effective adoption and use of new tools and processes

Quality & Compliance

• Accuracy and completeness of client documentation
• Adherence to company policies and program requirements
• Protection of confidential and sensitive information

Overall Success

Success in this role is demonstrated by independently managing strong client relationships, successfully leading client initiatives, exercising sound judgment, proactively solving problems, and contributing to positive client and organizational outcomes.

Company Values & Cultural Fit

The Customer Success Manager plays an important role in supporting Student First Technologies’ mission to put students first by building strong client partnerships and helping clients successfully administer their programs. Success in this role requires a commitment to our core values of Students Come First, Exceptional People, Collaborative Partnerships, Innovative Products, Pursuit of Excellence, and Empowering Solutions. The ideal candidate is proactive, collaborative, adaptable, solution‑oriented, and comfortable taking ownership of client relationships and outcomes.

This job description outlines the current duties and responsibilities associated with the position. Please note that the tasks and expectations are subject to change due to evolving company needs, policies, and leadership direction. The company reserves the right to modify job duties and responsibilities as necessary to meet its operational, strategic, and organizational objectives.