Customer Success Manager North America

FeedbackFruits

1d•Remote

About The Position

FeedbackFruits is hiring a Customer Success Manager to build and support its presence in the Americas. The role owns US university partnerships throughout the partner lifecycle, from initial training through adoption, renewal, and expansion. The position is fully remote in the United States and involves managing an independent portfolio, traveling to partner campuses and events, and contributing partner feedback to the Product team.

Requirements

At least 3 years of experience in account management, customer success, or partner management.
Experience landing renewals and the ability to discuss renewal work in detail, including challenging renewals.
Ability to manage conversations independently with audiences ranging from professors to provosts.
Ability to learn complex software quickly, work with data, and explain LMS integrations clearly.
Ability to independently prioritize and manage a portfolio, identify risks early, and take initiative.
Confident negotiation skills and the ability to stay composed through difficult renewals.
Resilience when progress is slow and sound judgment about whether an approach is not working or simply needs more time.
Clear, timely communication, including raising account risks and explaining a well-reasoned no.
Based in the Eastern or Central US time zone.
Authorized to work in the US without sponsorship.
Available to work 40 hours per week and able to travel up to 20% of the time.

Nice To Haves

Familiarity with Canvas, Blackboard, Moodle, or D2L Brightspace.
Knowledge of US higher education procurement, accessibility, and the academic calendar.
Experience with HubSpot.

Responsibilities

Own a portfolio of US partner institutions and manage renewals end to end, from proposals through contract negotiation in coordination with Legal.
Monitor adoption health and translate usage data into actionable adoption plans and reports for partners.
Run trainings and demos for faculty and instructional designers, and advise on pedagogy and product use.
Build relationships across partner institutions, from instructors to C-level leaders, and develop internal champions.
Identify upsell and cross-sell opportunities and lead expansion conversations with the US Account Executive.
Visit partner campuses and represent FeedbackFruits at events and conferences, for up to 20% of working time.
Bring evidence-backed partner feedback to the Product team.
Keep HubSpot records accurate, including renewal forecasts and at-risk accounts.

Benefits

Competitive base salary of $85,000 plus a commission structure.
401(k) with employer contribution.
Health, dental, and vision insurance, with 50% contribution toward spouse and children.
25 days of combined vacation and sick leave.
Paid day off on your birthday.
3 paid volunteering days per year.
3 paid learning and development days per year plus a $550 annual learning budget.
Company laptop.
Fully remote work.
Unlimited access to mental health support via OpenUp.