Customer Success Manager

Nelnet•Remote - Nebraska, NE

12d•$75,000 - $80,000•Remote

About The Position

The Customer Success Manager (CSM) owns the client lifecycle and helps clients achieve measurable outcomes from CampusGuard’s SaaS platform and consulting services. Acting as a trusted advisor and primary client advocate, the CSM focuses on compliance achievement, security posture improvement, and sustained platform adoption. The role monitors client health, identifies risks and opportunities, coordinates internally to deliver outcomes, and supports long-term client retention.

Requirements

Bachelor’s degree in Business, Project Management, Information Security, or a related field, or equivalent professional experience.
Obtain Payment Card Industry Professional (PCIP) certification within the first 12 months of employment.
3–5 years of experience in client success, customer success, account management, or project management within a SaaS, consulting, or professional services environment.
Demonstrated experience managing client relationships and driving measurable outcomes.
Experience coordinating work across cross-functional teams.
Competencies and skills: client relationship management, strategic thinking, cross-functional collaboration, data-driven decision making, influence and communication, and adaptability.
Must already be authorized to work in the United States without current or future visa sponsorship.

Nice To Haves

Coursework or certification related to customer success, project management, or information security.
Experience supporting compliance-driven, security, or regulated environments.
Experience working with higher education or similarly complex client organizations.

Responsibilities

Lead the end-to-end client success lifecycle, including onboarding, success planning, ongoing engagement, and renewal support.
Develop and maintain documented client success plans with clearly defined outcomes, milestones, and adoption goals.
Monitor and assess client health using engagement data, sentiment, compliance status, and platform utilization.
Proactively identify risks, changes, or barriers to success and implement mitigation strategies.
Facilitate executive-level business reviews communicating progress, insights, and value delivered.
Serve as the primary strategic point of contact for clients, building trusted, long-term relationships.
Coordinate cross-functional delivery with internal teams to ensure timely, high-quality execution of client engagements.
Drive platform adoption through proactive outreach, training coordination, and usage reviews.
Identify potential expansion opportunities and partner with Sales by providing contextual client insights.