Manager - Customer Success

Join us as a Manager - Customer Success and be part of our mission to transform higher education through technology. We are looking for a customer-focused leader who can build strong client relationships, lead and mentor the Customer Success team, and drive successful adoption and outcomes for our college partners.

Key Responsibilities:

• Lead, manage, and mentor the Customer Success team, ensuring clear goals, accountability, and consistent performance.
• Build and nurture strong relationships with college management, HODs, faculty, and other key stakeholders.
• Act as an escalation point for critical customer concerns and work closely with internal teams to ensure timely resolution.
• Drive customer onboarding, product adoption, engagement, and long-term customer success.
• Monitor customer health, feedback, usage, and other relevant data to identify opportunities for improvement and growth.
• Develop and implement customer success strategies, processes, and best practices to improve customer experience and retention.
• Regularly review the performance of CSMs and provide coaching, feedback, and guidance to help them achieve their goals.
• Collaborate with Product, Academics, Sales, Engineering, and other teams to address customer requirements and improve the overall customer experience.
• Develop and conduct product demonstrations, training sessions, workshops, and presentations for customers and internal teams.
• Identify recurring customer challenges and translate insights into actionable improvements across products and processes.
• Contribute to industry research, customer insights, case studies, and white papers related to higher education and technology.
• Track and report key Customer Success metrics, including customer engagement, adoption, satisfaction, retention, and team performance.
• Develop and document strategies and action plans to achieve customer and business objectives.
• Travel to customer locations, colleges, and events as required.

Desired Candidate Profile:

• 6+ years of experience in Customer Success, Account Management, Client Relationship Management, or a related field, with relevant experience in a people-management role.
• Proven experience in leading and managing customer-facing teams.
• Strong understanding of customer lifecycle management, onboarding, engagement, adoption, and retention.
• Excellent relationship-building and stakeholder-management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent written and verbal communication skills.
• Strong presentation, facilitation, and negotiation skills.
• Ability to work collaboratively with cross-functional teams and manage multiple priorities.
• A genuine interest in the education sector and a passion for creating meaningful impact through technology.
• Willingness to travel as required.

Why Join Us?
Join us on our mission to transform higher education colleges into vibrant, AI-driven learning campuses. At Edwisely, you will work with a dynamic and collaborative team that is passionate about innovation, education, and creating meaningful outcomes for students, faculty, and institutions.

If you are a customer-focused leader who enjoys building strong relationships, developing teams, solving complex challenges, and driving meaningful customer outcomes, we would love to hear from you!