Strategic SaaS Customer Success Manager (Remote)

Nelnet; Aurora (CO); Remote; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA/FSA

401K/Student loan repayment

Life insurance

AD&D insurance

Employee assistance program

Stock purchase program

Tuition reimbursement

Performance-based incentive pay

Short- and long-term disability

Wellness program

Job summary

CampusGuard, a Nelnet Company, is seeking a Customer Success Manager to own the client lifecycle and drive measurable outcomes from 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 and coordinates cross-functional delivery to ensure value realization and long-term retention.

Qualifications

• Bachelor’s degree in Business, PM, InfoSec, or related field.
• PCIP certification within first 12 months.
• Preferred: coursework or certification related to customer success, project management, or information security.
• 3–5 years in client success, customer success, account management, or project management within SaaS, consulting, or professional services.
• 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/PM/InfoSec or related

Job description

CampusGuard, a Nelnet Company, is seeking a Customer Success Manager to own the client lifecycle and drive measurable outcomes from 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 and coordinates cross-functional delivery to ensure value realization and long-term retention.