Senior Customer Success Manager, Strategic Higher Ed (Remote - US only)

IllTip; United States; Remote; USD 140,000 - 200,000; Full time

Job summary

IllTip is hiring a Senior Customer Success Manager to oversee strategic relationships within its higher education portfolio. You will act as a trusted advisor, using data and strategic planning to ensure members obtain full value from the platform.

Join a growing EdTech software company, lead executive reviews, drive renewals and expansions, and leverage AI tools to streamline research and workflows. Must be based in the United States and capable of traveling as needed.

Qualifications

• Bachelor's degree in business, education, technology or related field.
• 5+ years in customer success, account management or sales in SaaS.
• Experience managing large portfolios; renewals and expansions.
• Experience with AI tools for customer communication, churn analysis and account workflows.
• Strong executive communication and stakeholder influence.

Responsibilities

• Develop strategic account plans for a portfolio of university customers.
• Lead executive business reviews with senior stakeholders to set goals and surface expansion opportunities.
• Monitor customer health indicators, spot risks early and mitigate.
• Drive product adoption across member organizations and relay feedback to Product.
• Collaborate with renewal and sales on renewals and expansions (upsell/cross-sell).
• Use generative AI tools to speed up account research and improve workflows.

Skills

Customer success

Account management

SaaS sales

Executive communication

Education

Bachelor's degree

Tools

Salesforce

Gainsight

JIRA

Tableau

MS Office

Job description

A established EdTech software company is hiring a Senior Customer Success Manager to join its strategic higher education team. The role manages and grows relationships with a portfolio of large, strategic university accounts. The person in this role acts as a trusted advisor, using data and strategic planning to help members get full value from the platform.

Responsibilities

• Build and carry out strategic account plans that protect the health, growth and retention of a portfolio of key members.
• Lead regular executive business reviews with senior stakeholders to set goals, review results and surface expansion opportunities.
• Track customer health indicators, spot risks early and put mitigation plans in place.
• Drive product adoption across member organizations through guidance and best practices, and relay member feedback to Product Management.
• Work with renewal reps on retention and growth, and partner with Sales on upsell and cross-sell opportunities.
• Use generative AI tools to speed up account research and administrative work, and help the team adopt better workflows.

Requirements

• Bachelor's degree in business, education, technology or a related field.
• Five or more years of progressive customer success, account management or sales experience in SaaS; EdTech experience strongly preferred.
• Proven record managing a large book of business and driving renewals, upsells and expansions (portfolios of roughly $3M+ annually).
• Experience with generative AI tools for customer communication, churn analysis and account workflows.
• Strong communication and executive presence, with the ability to influence stakeholders including senior university leaders.
• Working proficiency with Salesforce, Gainsight, JIRA, Tableau and MS Office; able to travel 10-15% for customer engagements, conferences and team events.

Applicants must be based in: United States.