Customer Success Manager

Mongoose•Atlanta, NY

17d•Remote

About The Position

At Mongoose, the Customer Success Manager serves as a strategic partner to higher education customers, helping them translate communication into measurable outcomes. The role drives adoption, interprets engagement data, and guides institutions in optimizing their communication strategies with Mongoose’s Conversation Intelligence Platform. The Customer Success Manager leads onboarding and implementation to establish a strong foundation for long-term success, then continues to deliver insights, influence strategy, and demonstrate value throughout the customer lifecycle. The role builds trust-based customer relationships by combining data-driven insights with an understanding of institutional challenges. Working closely with Account Managers and internal teams, the CSM helps identify growth opportunities, mitigate risk, and position Mongoose as a campus-wide solution. Mongoose welcomes candidates with higher education experience—including admissions, advising, enrollment management, student affairs, and alumni relations—even if they have not held a traditional customer or client success title. The role is fully remote and supports the Midwest territory.

Nice To Haves

Experience working in higher education, such as admissions, advising, enrollment management, student affairs, or alumni relations; a traditional customer or client success title is not required.

Responsibilities

Serve as the primary strategic partner and advocate for customers, helping them achieve institutional goals through effective use of Mongoose.
Lead onboarding and implementation for new customers, ensuring a structured rollout that drives early adoption.
Create success plans during onboarding that align platform usage to customer goals and define measurable outcomes.
Monitor customer health, adoption, engagement, and performance trends to proactively identify risks and opportunities.
Conduct Mongoose Quarterly Reviews (MQRs), analyze performance, surface insights, and recommend actionable strategies that demonstrate value.
Align Mongoose usage with institutional priorities such as enrollment, retention, and student engagement.
Drive measurable improvements by ensuring customer recommendations are implemented and results are achieved.
Analyze conversation and engagement data to identify trends, diagnose challenges, and provide strategic recommendations.
Help customers improve communication strategies using best practices, benchmarks, and AI-driven insights.
Explain how to use Mongoose and maximize its value, translating product capabilities into real-world impact.
Drive early wins and momentum following onboarding to build customer confidence and long-term engagement.
Identify and shape expansion opportunities by aligning Mongoose solutions with broader institutional needs.
Collaborate with Account Managers on account strategies that support retention and growth.
Gather and share customer insights, success stories, and outcomes for marketing, product development, and thought leadership.
Partner with Product and Support teams to escalate customer challenges, share insights, and help ensure timely resolution.
Collaborate with Marketing and Content teams to develop customer resources, best practices, and engagement approaches.
Use engagement data, ROI analysis, and conversation insights to guide proactive customer strategies.
Maintain accurate customer documentation in HubSpot, recording interactions and insights.
Identify and share portfolio trends with internal teams to support product and customer experience improvements.