Customer Success Manager North America

FeedbackFruits is hiring a Customer Success Manager to own US university partnerships from onboarding and adoption through renewal and expansion. The role includes training faculty and instructional designers, building institutional relationships, monitoring adoption, representing the company at partner events, and sharing partner feedback with the Product team.

Responsibilities:

• Own a portfolio of US partner institutions and run their renewals end to end, from the proposal through contract negotiation and working with our Legal team
• Keep a close eye on adoption health and turn usage data into adoption plans and reports that partners can act on
• Run trainings and demos for faculty and instructional designers, and advise on pedagogy and product so our tools get used well
• Build relationships across each institution, from instructors to C-level, and grow internal champions who carry FeedbackFruits forward when you're not in the room
• Spot upsell and cross-sell opportunities and lead expansion conversations together with our US Account Executive
• Visit partners on campus and represent us at events and conferences, for up to 20% of your time
• Bring partner feedback to our Product team with the evidence behind it
• Keep HubSpot accurate, so your renewal forecast and at-risk accounts are always clear to the team

Requirements:

• You have at least 3 years in account management, customer success or partner management, and you've landed renewals you can walk someone through in detail, including the hard ones
• You're as comfortable with a professor as with a provost, and you run those conversations on your own
• You pick up complex software quickly, enjoy digging into data, and can explain an LMS integration without losing your audience
• You drive your own book. You prioritise, spot risk early and get moving without waiting for someone to check in
• You negotiate with confidence and stay calm when a renewal gets tricky, because you've brought the evidence with you
• You stay resilient when progress is slow, and you can tell the difference between "this isn't working" and "this hasn't worked yet"
• You say things clearly and early, whether that's a risk on an account or a well-reasoned no
• Based in the Eastern or Central US time zone, authorised to work in the US without sponsorship, available 40 hours per week and able to travel up to 20% of your time
• You might already know Canvas, Blackboard, Moodle or D2L Brightspace, or how procurement, accessibility and the academic calendar work in US higher ed
• HubSpot experience