Remote Client Success Manager - Higher Ed

Coursedog; Washington (District of Columbia); Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health, dental & vision coverage

Unlimited Paid Time Off

Equity in the company

401(k) with employer match

Paid parental leave

Job summary

Coursedog is hiring a Client Success Manager to guide higher education institutions through onboarding, adoption, and expansion of our platform. You’ll own the customer journey from onboarding to renewal, working with Account Management, Product, and Support to deliver measurable value.

Ideal candidates will manage ~60 accounts with 4M ARR, translating processes into ROI, and driving product adoption across diverse stakeholders.

Qualifications

• Experience working in or with higher‑education institutions in a professional capacity.
• Strong familiarity with change management within higher‑education institutions and the ability to adjust efficiently.
• Experience managing and building relationships across multiple stakeholders within complex organizational structures.
• Demonstrated ability to drive change management initiatives and motivate teams to overcome barriers to transformational change.

Responsibilities

• Own customer health, success, and adoption by creating and driving comprehensive success plans aligned with each customer's goals and milestones.
• Own change management and adoption outcomes for ~60 accounts and ~4M live ARR.
• Serve as a trusted advisor to customer super users, translating business processes and outcomes into measurable ROI.
• Analyze product usage data and create insights that help customers understand their adoption progress and identify opportunities to expand value.
• Collaborate with Account Management to uncover upsell and expansion opportunities while maintaining focus on customer success.
• Partner cross-functionally with project managers, product managers, engineering, support, and marketing to resolve customer issues and ensure customer objectives are met.
• Identify and implement partnership success metrics and product adoption strategies through comprehensive discovery sessions.
• Provide customer training for current and future product features in both individual and group settings, tailored to different user audiences.
• Transform customers into brand advocates by building strong relationships, achieving their goals, and delivering world‑class service.
• Maintain accurate and detailed customer records, success plans, activity logs, and usage metrics in our CRM system.
• Translate customer needs and feedback into thoughtful feature recommendations and product improvement suggestions.
• Flex critical thinking and problem‑solving skills to help customers navigate the platform and overcome adoption barriers.

Skills

Relationship building

Change management

Cross-functional collaboration

Communication

Customer success

Tools

CRM system

Catalyst

Job description

Coursedog is hiring a Client Success Manager to guide higher education institutions through onboarding, adoption, and expansion of our platform. You’ll own the customer journey from onboarding to renewal, working with Account Management, Product, and Support to deliver measurable value.

Ideal candidates will manage ~60 accounts with 4M ARR, translating processes into ROI, and driving product adoption across diverse stakeholders.