Customer Success Manager

Nelnet; Dover (DE); Remote; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, vision

HSA and FSA

401K and student loan repayment

Tuition reimbursement

Performance incentives

Job summary

CampusGuard, a Nelnet Company, is hiring a Customer Success Manager to own the client lifecycle and drive measurable outcomes from our SaaS platform and consulting services. You will monitor client health, coordinate with cross‑functional teams, and partner with Sales to drive opportunities.

The role requires 3–5 years in client success or related fields, a Bachelor's degree (PCIP within 12 months), and the ability to work with higher education and regulated environments.

Qualifications

• Own the client lifecycle from onboarding to renewal.
• 3–5 years of experience in SaaS, consulting, or professional services.
• Experience coordinating work across cross‑functional teams.

Responsibilities

• Lead end‑to‑end client success lifecycle including onboarding, success planning, ongoing engagement, and renewal support.
• Develop and maintain documented client success plans with defined outcomes and milestones.
• Monitor client health using engagement data, sentiment, compliance status, and platform utilization.
• Identify risks and implement mitigation strategies to ensure success.
• Facilitate executive‑level reviews communicating progress and value delivered.
• Build trusted, long‑term client relationships as primary contact.
• Coordinate cross‑functional delivery for timely, high‑quality engagements.
• Drive platform adoption through outreach, training coordination, and usage reviews.
• Identify expansion opportunities and partner with Sales with client insights.

Skills

Client success

Account management

Cross‑functional

Data‑driven decisions

Executive relationships

Communication

Education

Bachelor's degree

PCIP certification

Tools

SaaS platforms

Job description

Remote

Full time

R23122

CampusGuard, a Nelnet Company, provides information security services for campus-based organizations including higher education institutions, healthcare providers, city, county and state government agencies and hospitality markets. As a full-service information security firm, we leverage our knowledge combined with the industry standards for compliance and information security issues to provide our customers with world class information security & compliance services.

The Customer Success Manager (CSM) is responsible for owning the client lifecycle and ensuring clients achieve measurable outcomes from CampusGuard’s SaaS platform and consulting services. This role partners with clients as a trusted advisor, focusing on compliance achievement, security posture improvement, and sustained platform adoption. The CSM proactively monitors client health, identifies risks and opportunities, and drives value realization throughout the engagement. This position serves as the primary client advocate, coordinating internally to deliver outcomes and support long-term client retention.

We are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

Compensation range for this role is $75,000-$80,000 annually, depending on experience.

JOB RESPONSIBILITIES:

• Lead the end‑to‑end client success lifecycle, including onboarding, success planning, ongoing engagement, and renewal support.

• Develop and maintain documented client success plans with clearly defined outcomes, milestones, and adoption goals.

• Monitor and assess client health using engagement data, sentiment, compliance status, and platform utilization.

• Proactively identify risks, changes, or barriers to success and implement mitigation strategies.

• Facilitate executive‑level business reviews that communicate progress, insights, and value delivered.

• Serve as the primary strategic point of contact for clients, building trusted and long‑term relationships.

• Coordinate cross‑functional delivery with internal teams to ensure timely, high‑quality execution of client engagements.

• Drive platform adoption through proactive outreach, training coordination, and usage reviews.

• Identify potential expansion opportunities and partner with Sales by providing contextual client insights.

EDUCATION:

• Bachelor’s degree in Business, Project Management, Information Security, or a related field, or equivalent professional experience.

• Payment Card Industry Professional (PCIP) certification required within the first 12 months of employment.

• Preferred: Coursework or certification related to customer success, project management, or information security.

EXPERIENCE:

Required:

• 3–5 years of experience in client success, customer success, account management, or project management within a SaaS, consulting, or professional services environment.

• Demonstrated experience managing client relationships and driving measurable outcomes.

• Experience coordinating work across cross‑functional teams.

Preferred:

• Experience supporting compliance‑driven, security, or regulated environments.

• Experience working with higher education or similarly complex client organizations.

COMPETENCIES/SKILLS:

• Client Relationship Management

• Strategic Thinking

• Cross‑Functional Collaboration

• Data‑Driven Decision Making

• Influence and Communication

• Adaptable

#LI-Remote

#LI-CW1

• Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program.

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or [e-mail] .

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

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