Customer Success Manager, Higher Education Institutions

The Company:

CollegeAPP - The Adult Prospect Pipeline is a founder-led educational technology company designed to help postsecondary schools find and recruit adult students for degree, certificate, and training programs. It is the first-to-market education and workforce planning analytics company focused on the adult student marketplace. With demographic shifts happening in America, adult students hold the key to schools' ability to maintain and grow enrollment, and finding potential adult students can be inefficient and expensive. CollegeAPP puts the control in the hands of higher education administrators and enrollment professionals through its proprietary machine-learning techniques that give postsecondary institutions a head start in building a pipeline of high-intent adult students. Founded in 2019, CollegeAPP is a profitable business serving more than 200 educationalinstitutions, with a vision to be the default way that colleges identify and recruit adult students.

The Role:

CollegeAPP is looking for a Customer Success Manager who will be responsible for developing long-term relationships with its current portfolio of assigned customers, connecting with key decision-makers and end users of its services.You will liaise between customers and cross-functional internal teams to ensure the timely and successful implementation and usage of CollegeAPP solutions, according to customer needs. You will be responsible for renewing existing accounts, by deepening and expanding CollegeAPP’s relationship with those customers.

To ensure success as a Customer Success Manager at CollegeAPP, you should have a minimum of three years of sales and/or account management experience in higher education, preferably at the institutional level or with senior-level decision-makers. The CollegeAPP culture is mission-driven, fun, and creative, so the ideal candidate must fit into the organization’s fast-paced environment and have a passion to win, drive sales, and increase customer satisfaction.

Key Responsibilities:

• Customer Insights& Market Intelligence: Gather customer insights and market trends to inform marketing and business development strategies and best practices.
• Proactive Problem Resolution: Understand customers' needs and work with them to find solutions to pain points. Regularly check in with clients and ask questions to gauge their satisfaction. Compare these conversations with customers’ behavioral data to assess overall happiness and act proactively to fix any customer issues or problems.
• Account Management & Customer Satisfaction: Manage existing accounts, expand reach, and identify areas to grow those relationships. Manage customer feedback loop to ensure customer satisfaction and to inform internal stakeholders.
• Customer Retention and Renewals: Be a strategic and supportive partner with your customers at every point in their relationship with CollegeAPP, ensuring customer retention and closing customer renewals.
• Customer Onboarding and Communication: Work closely with customers from the early stages of implementation to ensure successful onboarding. Create positive customer communication strategies and act as a liaison between internal stakeholders and customers. Work with the team to build a user group for sharing of best practices and learning from one another..

Required Experience:

• Bachelor’s degree or equivalent
• Demonstrated ability to present and influence credibly across all levels of the organization, including the Provost and Vice-Provost levels of the institution.
• Exceptional ability to communicate and foster positive business relationships.
• Experience working with brand image and promoting value through a positive customer experience.
• Experience with Salesforce (or similar CRM), and MS Excel.
• At least 3 years of demonstrated success in sales, account management, or customer service, preferably in higher education.

Skills & Characteristics:

• Strong communication, listening, and negotiation skills.
• Self-motivated and comfortable working remotely, yet can contribute to team success.
• Demonstrated ability to manage multiple tasks simultaneously, show strong initiative, and collaborate in afast-paced environment.
• Well-developed project management skills
• Attention to detail, with strong organizational and time management skills
• Excellent creative problem-solving skills.

Other Considerations:

• Competitive base salary and bonus
• 401k matching opportunities
• Health insurance stipend
• Remote position
• Vacation and sick leave

Equal Opportunity Employer Statement

CollegeAPP is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. CollegeAPP makes hiring decisions based solely on qualifications, merit, and business needs at the time.

To apply, please email [email protected] with your resume and cover letter.