Customer Success Manager (Renewals, Expansion & Value Realization | IPaaS & IDaaS | Higher Ed)

QuickLaunch; United States; On-site; USD 80,000 - 100,000; Full time

Job summary

A leading Identity and Access Management provider is seeking a Senior Customer Success Manager. This role is crucial for managing and enhancing the customer journey for higher education clients. You will drive product adoption and ensure customer satisfaction while fostering long-term partnerships. The ideal candidate has experience in B2B SaaS or EdTech, excellent communication skills, and a Bachelor's degree. The position offers full-time employment with a mid-senior level of responsibility.

Qualifications

• Experience in Customer Success, Account Management, or Client Services in a B2B SaaS or EdTech environment.
• Strong understanding of the higher education market and IT procurement/service delivery.
• Proven success in managing enterprise client relationships and achieving retention goals.
• Excellent communication and interpersonal skills with an ability to handle complex customer situations.

Responsibilities

• Serve as the primary point of contact for a portfolio of clients.
• Drive successful onboarding and training of new customers.
• Monitor customer health metrics and proactively address risks.
• Collaborate with customers to ensure they realize the full value of solutions.
• Support renewal and expansion efforts in collaboration with Sales and Account Management teams.

Skills

Customer Success Management

Account Management

Communication

Interpersonal Skills

Understanding of B2B SaaS

Education

Bachelor’s degree

Advanced degree

Tools

Gainsight

Salesforce

Zendesk

Job description

Customer Success Manager (Renewals, Expansion & Value Realization | IPaaS & IDaaS | Higher Ed)

QuickLaunch is a global Identity and Access Management provider specifically designed for higher education institutions. Our solutions include seamless Single Sign‑On (SSO), adaptive Multi‑Factor Authentication (MFA), passwordless authentication, and cloud‑based identity lifecycle management.

Position Overview

We are seeking a results‑driven Senior Customer Success Manager to manage and enhance the customer journey for our higher education clients. This role is focused on driving product adoption, ensuring customer satisfaction, and fostering long‑term partnerships.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of QuickLaunch clients.
• Drive successful onboarding and training of new customers.
• Monitor customer health metrics (usage, adoption, CSAT) and proactively address risks.
• Collaborate with customers to ensure they realize the full value of QuickLaunch solutions.
• Support renewal and expansion efforts in collaboration with Sales and Account Management teams.
• Build trusted relationships with key stakeholders in customer institutions and conduct regular check‑ins and business reviews.
• Advocate customer needs internally and work with Product and Support teams to address issues and capture client feedback.
• Work closely with Product, Implementation, and Support teams to ensure customer success milestones are met and participate in the development of customer enablement resources.

Qualifications

• Experience in Customer Success, Account Management, or Client Services in a B2B SaaS or EdTech environment.
• Strong understanding of the higher education market and IT procurement/service delivery.
• Proven success in managing enterprise client relationships and achieving retention goals.
• Excellent communication and interpersonal skills with an ability to handle complex customer situations.
• Experience with customer success tools (e.g., Gainsight, Salesforce, Zendesk) is a plus.
• Bachelor’s degree required; advanced degree is a plus.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

• Sales, Information Technology, and Education
• Software Development, Higher Education, and IT Services and IT Consulting