Customer Success Manager

StudentBridge helps colleges and universities bring their stories and communities to life through digital experiences. The Customer Success Manager owns a portfolio of colleges and universities, building customer relationships, improving adoption and outcomes, and managing renewals and expansions.

Responsibilities:

• Protect and earn renewals. Identify risk early, investigate the underlying issue, and lead a recovery plan. Own renewal preparation, forecasting, negotiation, and close. Start every renewal at least 120 days out, and record the outcome in HubSpot before the renewal date
• Know your customers. Understand why they joined, what they want to achieve, their history with us, and who influences decisions. Build relationships beyond a single contact and maintain clear account plans in HubSpot
• Make StudentBridge central to their strategy. Help customers give their experiences prominent placement, involve colleagues, refresh content, and use the platform consistently. Connect institutional adoption and student engagement to the outcomes they care about
• Grow adoption of the suite. Move customers from standalone products to the full suite and our latest experiences where they deliver value. Explain the benefits clearly and take expansion opportunities through to a decision
• Keep content moving. Assess existing content, identify gaps, and help schools source and add relevant material. Recommend creative services, new video content, or map artwork where they address a customer’s need
• Create purposeful contact. Bring insights and recommendations to customer reviews. Use calls, short personal videos, and in-person visits to deepen relationships and move agreed actions forward
• Bring colleagues into solutions. Coordinate with Product, Support, and Creative, ask for specific help, and stay accountable for follow-through
• Keep accounts commercially clean. Partner with Finance so customers are invoiced correctly and pay on time. Flag billing issues and past-due balances early, before they become renewal problems
• When an account is at risk, we expect this approach:
• “They’ve said they’re leaving. Here’s what’s driving it, here’s what I’ve explored, and here’s the recovery plan I recommend. I need your help with this specific piece.”

Requirements:

• 4+ years of experience
• Demonstrated success owning a customer portfolio and personally closing renewals and expansions in B2B customer success or account management
• Warmth, enthusiasm, and a proactive approach to customer relationships
• You make customers feel welcome and valued, bring curiosity and useful ideas to conversations, and lead meetings with confidence and purpose
• You take the initiative to reach out, keep customers engaged, and follow through on next steps
• Calm confidence and constructive persistence
• You can challenge assumptions, explore objections, and ask for the business while maintaining trust
• Commercial judgment supported by credible examples of retaining revenue, growing accounts, and solving customer problems
• Resourcefulness and organization
• You prioritize a substantial portfolio, create momentum, and follow through with limited daily supervision
• Disciplined CRM habits
• You keep HubSpot accurate and current, so renewal forecasts and reporting can be trusted
• Comfort working with engagement data and turning it into practical recommendations
• A collaborative, positive approach to the work
• You contribute ideas, offer support to colleagues, respond constructively to feedback, and help the team move forward when challenges arise
• Atlanta area candidates who can work hybrid are preferred