Strategic CSM: SaaS Security & Compliance (Remote)

Nelnet; Charleston (WV); Remote; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision

401K

Tuition reimbursement

Paid time off

Job summary

CampusGuard, a Nelnet Company, seeks a Customer Success Manager to own the client lifecycle for our SaaS platform and consulting services. You will act as a trusted advisor, driving security compliance outcomes and platform adoption across higher education and related sectors.

The ideal candidate has 3–5 years of SaaS customer success or project management experience, a Bachelor’s degree, and PCIP certification within 12 months.

Qualifications

• Bachelor’s degree in Business, Project Management, Information Security, or a related field, or equivalent professional experience.
• Payment Card Industry Professional (PCIP) certification required within the first 12 months of employment.
• Preferred: coursework or certification related to customer success, project management, or information security.

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/PM/Information Security

PCIP certification within 12 months

Job description

CampusGuard, a Nelnet Company, seeks a Customer Success Manager to own the client lifecycle for our SaaS platform and consulting services. You will act as a trusted advisor, driving security compliance outcomes and platform adoption across higher education and related sectors.

The ideal candidate has 3–5 years of SaaS customer success or project management experience, a Bachelor’s degree, and PCIP certification within 12 months.