Customer Success Manager

EdSights builds AI-powered student engagement and retention technology for higher education institutions. The Customer Success Manager will manage a portfolio of college and university partners, owning relationships, renewals, expansions, product adoption, value realization, and partner advocacy.

Responsibilities:

• Serve as the primary point of contact for an assigned portfolio of college and university partners, building deep, multi-threaded relationships with key stakeholders and decision-makers
• Lead regular partner check-ins, strategic business reviews, and renewal conversations that keep partners engaged and successful
• Travel to partner campuses (~1 visit/quarter) to deepen relationships and support long-term success
• Own the full renewal cycle - from understanding each partner's evolving needs through negotiation and close
• Identify, qualify, and close expansion opportunities including, partnering with Sales on larger or more complex deals
• Maintain accurate renewal forecasts and pipeline documentation to ensure visibility and accountability
• Drive strong product adoption and effective usage aligned to each partner's institutional goals
• Develop and manage partner-specific messaging frameworks tied to institutional calendars and objectives, recommending high-impact strategies to maximize product value
• Proactively guide partners to best practices and proven use cases that improve engagement and program effectiveness
• Analyze partner data to identify trends, risks, and opportunities, translating insights into clear, actionable recommendations
• Create and deliver polished reports and presentations that demonstrate product usage, measurable impact, and ROI
• Serve as the voice of the partner internally, collaborating with Product and Engineering to improve the platform and overall experience

Requirements:

• 3+ years of experience in customer success or account management in B2B SaaS
• A demonstrated track record of owning and closing renewals and expansion within a book of business, with measurable impact on retention metrics
• Strong commercial instincts – you understand how to do deep discovery, protect revenue, deepen long-term partnerships, and develop expansion opportunities within existing accounts
• Strong relationship-building skills with experience influencing senior or executive stakeholders
• Excellent written, verbal, and presentation communication skills
• Comfort working with data and translating insights into compelling partner-facing narratives
• High organizational skills with the ability to manage multiple accounts, renewal cycles, and priorities simultaneously
• A proactive, ownership-oriented mindset with a bias toward action
• Genuine passion for education, student success, and EdSights' mission
• EdTech, nonprofits, or another mission-driven space