Principal Customer Success Manager (Remote, EST or CST - United States)

Ellucian Company L.P.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in education technology is seeking a Principal Customer Success Manager to enhance customer relationships and drive product adoption. This role requires a seasoned professional to optimize services and cultivate strong partnerships, aligning customer success with organizational growth. The ideal candidate will possess extensive experience and exceptional interpersonal skills.

Benefits

Comprehensive health coverage: medical, dental, and vision

Flexible time off

401k w/ match & BrightPlan

Parental Leave

5 charitable days to support the community

Telemedicine

Wellness programs, including mental health support

Education Assistance Program

Professional development opportunities

Qualifications

• 7+ years experience in a related industry preferred.
• 3+ years experience as a Customer Success Manager preferred.
• Ability to work with multi-functional teams in various environments.

Responsibilities

• Drive long-term customer success and adoption of products.
• Build and maintain strong relationships with customers.
• Develop risk mitigation plans for customer goals.

Skills

Interpersonal Skills

Organizational Skills

Communication Skills

Presentation Skills

Problem-Solving Skills

Collaboration

Job description

About Ellucian

Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

Values Rooted in Purpose

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About the Opportunity

The Principal Customer Success Manager (CSM) is responsible for driving long term customer success and adoption of Ellucian products within a defined set of customers. S/he will serve as a primary point of contact representing a highly visible customer segment. The Principal CSM will build strong relationships with customers and become a trusted advisor both internally and externally. A Principal CSM coaches and mentors others successfully, ensuring management is informed of individual areas of strength and opportunities of improvement. Demonstrated collaboration and developed a high level of trust with internal teams.

Where you will make an impact

• Evangelize capabilities of Ellucian Solutions.
• Optimization of the application, subscription or service; Customer retention including supporting and/or executing the renewal process; cross-sell/up-sell.
• Receive, respond to, and route products and services related inquiries to appropriate team members.
• Conductregularly scheduled communications with customer influencers and decision-makers.
• Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan.
• Customer Advocacy; secure customer references.
• Track and enter data into systems of record; reporting, managing system configuration, and updating customer information.
• Coordinate adoption activities by acting as the escalation point for communication and issues.
• Collaborate across functional teams. Maintain and establish positive, productive working relationships with other departments within Ellucian.
• Performs miscellaneous job-related duties as assigned.
• Proven understanding of enterprise solutions.
• Serve as the escalation point for communications and issues.
• Interact with key influencers and decision-makers within assigned customer portfolio.
• Assume leadership roles such as mentoring, owning highly visible customers, partnering with key stakeholders to generate and secure incremental business.
• Will have a vested interest in the success and growth of the CSM program with senior management and influencing the behavior and performance of the Customer Success team.
• Accountable for developing and leading key programs and initiatives; fostering and maintaining a positive relationship with all departmental owners.
• Promoting the benefits and growth of the monetized Customer Success program, including involvement in Sales cycle.
• Presenting, leading, and/or facilitating corporate message at customer events.

What you will bring

• 7+ years of experience in a related industry preferred
• 5+ years of experience managing critical customer issues with senior management preferred
• 3+ years of experience as a Customer Success Manager preferred
• Knowledge of higher education solutions preferred
• Must have the ability to work with multi-functional teams in virtual and face-to-face environments.
• Exceptional interpersonal, organizational and communication skills (verbal and written)
• Excellent presentation skills
• Excellent problem-solving skills
• Be a "self-starter" committed to customer satisfaction/delivery and able to respond to rapid change within the business.
• Excellent collaboration acumen, ability to multi-task, and to work in a fast-paced and demanding environment
• Proven ability to manage customer relationships with sales organizations
• Action oriented, take charge attitude, and high accountability

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy– caregiver supporq
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Education Assistance Program
  • Professional development opportunities

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