Senior Customer Success Manager - SaaS & Security (Remote)

Nelnet; Aberdeen (SD); Remote; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, vision

HSA and FSA

401K and student loan repayment

Life and AD&D insurance

Employee assistance program

Tuition reimbursement

Performance-based incentive pay

Disability insurance

Job summary

Nelnet CampusGuard seeks a Customer Success Manager to own the client lifecycle for our 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.

Qualifications

• 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.

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.

Skills

Client Relationship Management

Strategic Thinking

Cross‑Functional Collaboration

Data‑Driven Decision Making

Influence and Communication

Adaptable

Education

Bachelor’s degree in Business, Project Management, Information Security, or related field

PCIP certification within first 12 months

Job description

Nelnet CampusGuard seeks a Customer Success Manager to own the client lifecycle for our 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.