Customer Success Manager

EdSights, Inc.; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Remote-friendly

Unlimited PTO

Parental leave

Apple hardware

401k matching

Health & wellness benefits

Competitive compensation

Job summary

EdSights is hiring a Customer Success Manager to lead a portfolio of college and university partners across the United States. You will drive renewals, expansions, and value realization while collaborating with Sales, Product, and Marketing.

This remote role reports to the Customer Success Director and may require occasional travel. We seek a SaaS CSM with a proven track record of owning renewals and expansions, strong relationship-building skills, and a passion for education.

Qualifications

• 3+ years in customer success or account management in B2B SaaS
• Proven track record of renewals and expansions with measurable impact
• Strong commercial instincts for discovery, revenue protection and expansion
• Excellent relationship-building skills with senior stakeholders
• Excellent written, verbal and presentation communication
• Comfort working with data and translating insights into narratives
• High organizational skills to manage multiple accounts and cycles
• Proactive, ownership-oriented mindset

Responsibilities

• Own an assigned portfolio of college/university partners, building deep relationships with key stakeholders
• Lead partner check-ins, business reviews, and renewal conversations
• Travel to partner campuses (~1 visit/quarter) to support long-term success
• Manage full renewal cycle and negotiation
• Identify and close expansion opportunities with Sales support
• Maintain renewal forecasts and pipeline visibility
• Drive product adoption and align usage with institutional goals
• Create partner-facing messaging and best-practice usage
• Translate partner data into actionable recommendations and ROI

Skills

Customer success

Account management

Relationship building

Communication

Data analysis

Organizational skills

Proactive ownership

Education passion

Job description

Customer Success Manager

Location: United States

Employment Type: Full time

Location Type: Remote

Department: Customer Experience

• $70K – $100K Offers Bonus

At EdSights, we're building the technology for higher education to understand what students are actually thinking and feeling, so they can act before small struggles become big problems. We call it Student Voice Intelligence: engaging students in real-time, AI-powered conversations, uncovering the real drivers of attrition, and delivering those insights to power student success and enrollment workflows.

Today, we partner with 300+ colleges and universities across the country. We're backed by $80M investment from JMI Equity and are in a phase of rapid execution and expansion. This is an opportunity to do meaningful, hands‑on work at a high-growth startup tackling one of higher education's most urgent challenges: helping more students persist from enrollment through graduation.

You’ll join a driven, thoughtful team that values ownership, moves quickly, and cares deeply about building products that make a measurable difference for students.

“EdSights has perhaps the world’s most valuable data set on what college students need to navigate their academic lives.” - The Washington Post

The Opportunity

As a Customer Success Manager (CSM), you'll sit at the intersection of relationships and revenue. You'll own a portfolio of college and university customers (we call them partners!), serving as their trusted advisor while carrying direct accountability for renewals and expansion. At EdSights, we believe the best way to grow is to make our partners genuinely successful, and this role is the embodiment of that principle.

Are you a SaaS CSM who’s built your career at a company where the mission actually matters? Someone who gets energized not just by hitting a number, but by the impact behind it? That’s who thrives here.

You’ll collaborate closely with Sales, Product, and Marketing to deliver a seamless partner experience. This role reports to a Customer Success Director and is fully remote, with occasional travel.

What You’ll Do

Relationship Ownership

• Serve as the primary point of contact for an assigned portfolio of college and university partners, building deep, multi-threaded relationships with key stakeholders and decision‑makers.
• Lead regular partner check‑ins, strategic business reviews, and renewal conversations that keep partners engaged and successful.
• Travel to partner campuses (~1 visit/quarter) to deepen relationships and support long‑term success.

Renewal & Expansion

• Own the full renewal cycle - from understanding each partner’s evolving needs through negotiation and close.
• Identify, qualify, and close expansion opportunities including, partnering with Sales on larger or more complex deals.
• Maintain accurate renewal forecasts and pipeline documentation to ensure visibility and accountability.

Value Realization

• Drive strong product adoption and effective usage aligned to each partner’s institutional goals.
• Develop and manage partner‑specific messaging frameworks tied to institutional calendars and objectives, recommending high‑impact strategies to maximize product value.
• Proactively guide partners to best practices and proven use cases that improve engagement and program effectiveness.

Insights & Advocacy

• Analyze partner data to identify trends, risks, and opportunities, translating insights into clear, actionable recommendations.
• Create and deliver polished reports and presentations that demonstrate product usage, measurable impact, and ROI.
• Serve as the voice of the partner internally, collaborating with Product and Engineering to improve the platform and overall experience.

What You Should Have

• 3+ years of experience in customer success or account management in B2B SaaS - bonus points if you’ve worked in EdTech, nonprofits, or another mission‑driven space.
• A demonstrated track record of owning and closing renewals and expansion within a book of business, with measurable impact on retention metrics.
• Strong commercial instincts – you understand how to do deep discovery, protect revenue, deepen long‑term partnerships, and develop expansion opportunities within existing accounts.
• Strong relationship‑building skills with experience influencing senior or executive stakeholders.
• Excellent written, verbal, and presentation communication skills.
• Comfort working with data and translating insights into compelling partner‑facing narratives.
• High organizational skills with the ability to manage multiple accounts, renewal cycles, and priorities simultaneously.
• A proactive, ownership‑oriented mindset with a bias toward action.
• Genuine passion for education, student success, and EdSights’ mission.

The Process

1. Async Video Recording - Your application will be reviewed by humans, if we’d like to learn more we will send you a link to record a quick video!
2. Recruiter Screen/Intro - You’ll chat with Mary, our Head of Talent, to discuss the role, your background, and logistics.
3. CX Interview - You’ll meet with our Senior Partner Success Director, Cara, to dive deeper into role‑specific experience and expectations.
4. Take‑Home Assignment / Group Interview - This is an opportunity to showcase your skills in a tangible way and meet more of the CX team.
5. Co‑Founder Call - You’ll meet with one of our co‑founders for a final chat!
6. References - We’ll ask for 3 references. Ideally, 2 will be previous managers.
7. Offer!

Why join EdSights?

• Make a real impact in higher education — Be part of a mission you can be proud of to help colleges and universities better support students through AI‑driven insights, real‑time engagement, and student‑centered technology.
• Join a values‑driven, collaborative culture — Be part of a kind, inclusive, “no‑ego” team that prioritizes trust, transparency, and respect.
• Grow with a fast‑scaling EdTech company — EdSights is ranked on Inc. 5000 for rapid growth and innovation.
• Enjoy flexibility and competitive benefits — Remote‑friendly work, unlimited PTO, paid parental leave, competitive compensation, new Apple hardware, 401k matching, and strong health and wellness benefits.

EdSights provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, veteran status, or any other protected characteristic under applicable law. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.