Strategic SaaS Customer Success Leader (Remote)

Nelnet; Springfield (IL); Remote; USD 75,000 - 80,000; Full time

Job summary

CampusGuard, a Nelnet Company, is seeking a Customer Success Manager to own the client lifecycle for our SaaS platform and consulting services. This remote, full-time role focuses on helping clients achieve measurable outcomes, including compliance and security improvements.

You will monitor client health, coordinate with cross-functional teams, and drive platform adoption while coordinating with sales for expansion opportunities. A Bachelor's degree and PCIP within 12 months are required.

Qualifications

• Lead end-to-end client success lifecycle including onboarding and renewal support.
• Develop and maintain documented client success plans with milestones and adoption goals.
• Monitor client health using engagement data, sentiment, compliance status, and platform utilization.
• Coordinate cross-functional delivery to ensure timely, high-quality client engagements.
• Drive platform adoption through proactive outreach, training coordination, and usage reviews.

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 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 a related field

PCIP certification within first 12 months

Job description

CampusGuard, a Nelnet Company, is seeking a Customer Success Manager to own the client lifecycle for our SaaS platform and consulting services. This remote, full-time role focuses on helping clients achieve measurable outcomes, including compliance and security improvements.

You will monitor client health, coordinate with cross-functional teams, and drive platform adoption while coordinating with sales for expansion opportunities. A Bachelor's degree and PCIP within 12 months are required.