Customer Success Manager

Tassel is hiring a Customer Success Manager to own relationships with university partners after the sale. The role focuses on retaining and renewing customers, growing revenue through upsells and cross-sells, and helping customers realize value from the platform.

Responsibilities:

• Manage a large portfolio of customer accounts, building strong, long-term relationships with key stakeholders and decision-makers
• Own renewals for your book of business, including forecasting, early renewal planning, contract and pricing discussions, and closing on time
• Identify and close upsell and cross-sell opportunities by understanding each customer's goals, usage, and needs
• Meet or exceed assigned quotas for retention, renewal, and expansion revenue
• Monitor account health, spot churn risks early, and build and execute plans to address them
• Partner with Product and Implementation teams to resolve issues and move customer needs forward
• Keep accurate account notes, pipeline, and forecasts in our CRM
• Share customer feedback and trends with internal teams to help shape our product and customer experience
• Present to a large online audience in Webinars, host multi-school collectives, and travel occasionally for graduation ceremonies

Requirements:

• 2+ years of experience as an Onboarding Manager, Customer Success Manager, or Account Manager
• Demonstrated ability to manage many customer relationships at once and prioritize effectively
• Comfort with a quota-carrying role, with a track record of or strong aptitude for renewals and upselling
• Excellent written and verbal communication skills, including presenting to customers and negotiating
• Strong organization and follow-through, with the ability to work independently
• Ability to teach customers technical concepts and platforms, and turn data into insights
• Bachelor's degree (4-year) from an accredited institution
• Experience in the technology or software industry
• Experience working with CRM tools (for example, Zoho CRM, Salesforce, or HubSpot)
• Experience selling to or supporting education, higher education, or public-sector customers