Customer Success Manager

Nelnet, Inc.; Northern (KY); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

HSA & FSA

401K & student loan repayment

Life insurance & AD&D

Employee assistance program

Employee stock purchase program

Tuition reimbursement

Performance-based incentive pay

Short- & long-term disability

Wellness program

Job summary

CampusGuard, a Nelnet Company, is seeking a Customer Success Manager to own the client lifecycle and drive value realization across our SaaS platform and consulting services.

You will monitor client health, coordinate with cross‑functional teams, and support renewals while building trusted executive relationships. A hybrid work model is available for eligible candidates.

Qualifications

• Bachelor’s degree in Business, Project Management, Information Security, or related field.
• PCIP certification required within the first 12 months of employment.
• 3–5 years of client success/cMgt or PM experience in SaaS/consulting.

Responsibilities

• Lead end‑to‑end client success lifecycle from onboarding to renewal.
• Develop and maintain documented client success plans with defined outcomes.
• Monitor client health using engagement data, sentiment, compliance and usage.

Skills

Client Relationships

Strategic Thinking

Cross‑Functional Collaboration

Data‑Driven Decision Making

Influence & Communication

Adaptability

Education

Bachelor's degree or equivalent

PCIP certification (within 12 months)

Job description

## Customer Success ManagerApply: Lincoln, NE: Madison, WI: Centennial, CO: Full time: Posted Today: R23122CampusGuard, 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.This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates within 30 miles of an office to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence.**Please note that 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-Hybrid#LI-CW1Our 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. Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc