Strategic CSM, Education Tech (Nonprofits) - Remote

Student First Technologies; Bloomington (IN); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Student First Technologies seeks a Customer Success Manager – Nonprofits to own strategic relationships for a portfolio of nonprofit clients using Theodore platform. You will ensure high satisfaction, drive renewal and growth, and translate client needs into actionable improvements.

The role requires proactive problem solving, strong communication, and ability to collaborate with Sales, Implementation, and Product teams.

Qualifications

• 2+ years of experience in customer success or related field.
• Bachelor’s degree or equivalent experience.
• Strong communication and relationship-building skills.
• Ability to independently manage client relationships and priorities.
• Strong problem-solving and decision-making skills.
• Organizational and project-management abilities.
• Ability to work with multiple teams to achieve client success.
• Strong technical aptitude and quick learning of new systems.
• Maintain confidentiality and handle sensitive information.

Responsibilities

• Drive growth and retention across a portfolio of nonprofit clients.
• Own and manage assigned client relationships from implementation through renewal.
• Develop strategic account plans for platform adoption and expansion.
• Serve as primary contact and trusted advisor for clients.
• Collaborate with sales and implementation to ensure clean handoffs for renewals.
• Resolve complex client escalations with internal coordination.
• Provide platform training to client administrators and stakeholders.
• Identify trends and opportunities; recommend solutions.
• Coordinate cross-functional problem resolution across Product, IT, Operations, Eligibility, Compliance, Finance.
• Lead client meetings and process-improvement initiatives.
• Advise clients on platform capabilities and best practices.
• Balance client needs with policies and priorities.
• Maintain strong relationships to support engagement and retention.

Skills

Customer success

Account management

Relationship building

Project management

Communication

Problem-solving

Independent work

Confidentiality

Technical aptitude

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM software

Project management tools

Job description

Student First Technologies seeks a Customer Success Manager – Nonprofits to own strategic relationships for a portfolio of nonprofit clients using Theodore platform. You will ensure high satisfaction, drive renewal and growth, and translate client needs into actionable improvements.

The role requires proactive problem solving, strong communication, and ability to collaborate with Sales, Implementation, and Product teams.