Customer Success Manager - Higher Education and Research
Description
We are seeking a proactive and relationship-driven Customer Success Manager (CSM) to support our Higher Education and Research clients.
In this role, you will guide institutions through onboarding, adoption, and ongoing success with our solutions. You will act as a trusted advisor, ensuring they achieve measurable value, receive outstanding support, and develop long-term partnerships with our company.
Onboarding & Implementation
Lead smooth onboarding for new business schools, universities, research centers, and academic departments.
Deliver product setup, configuration guidance, and integration support in collaboration with technical teams.
Deliver product training for faculty, administrative staff, librarians, and researchers (live, remote, or recorded).
Promote product adoption and help customers integrate our tools into academic and research workflows.
Customer Care & Support
Serve as the primary point of contact for assigned accounts, managing day-to-day needs and ensuring timely responses.
Handle incoming support tickets, triage technical issues, and coordinate with internal teams to ensure fast resolution.
Monitor customer satisfaction, proactively identify friction points, and implement corrective actions.
Develop educational materials such as user guides, webinars, best-practice sessions, and onboarding documentation.
Success Management & Strategic Guidance
Conduct regular Business Reviews with decision-makers to measure progress against objectives, share insights, and identify new opportunities.
Analyze usage data and student/faculty engagement metrics to track health scores and ensure value realization.
Partner with Product, Engineering, Sales, and Marketing teams to relay customer feedback and suggest enhancements.
Fight for retention & identify expansion, upsell, or renewal opportunities aligned with customer needs.
- Hybrid and remote-friendly working setup.
- RTT.
- Meal vouchers.
- Public transport reimbursement.
- Permanent position with an ASAP start.
Experience in Customer Success, Account Management, or similar roles, ideally in EdTech, SaaS, or higher education.
Professional proficiency in English, Spanish and French (spoken and written).
Excellent communication, relationship-building, and presentation skills (comfortable with diverse audiences).
Solid problem-solving abilities and a customer centric mindset.
Ability to analyze data, extract insights, and translate them into actionable recommendations.
Ability to learn, even technical tool, manage multiple projects, deadlines, and complex stakeholder groups.
Success Metrics
Customer retention & renewal rate
Adoption and usage growth (time-to-value)
Account health score improvements
Reduction in support ticket volume through successful enablement
Customer satisfaction (CSAT, NPS)
- 30-minute call with the Customer Success team lead.
- Case study presentation with the team lead, business development director, and COO.
- Optional final conversation with a team member if needed.