Customer Success Manager - North America

Unibuddy•New York, NY

1d•$80,000 - $87,000•Remote

About The Position

Unibuddy is a fast-growing company dedicated to empowering students in their higher education journey. We partner with over 500 higher education institutions globally, providing solutions to help them attract, convert, and retain students. As our US presence expands, this role is crucial for unlocking our growth potential in the region. The Customer Success Manager (NA) will be responsible for ensuring effective implementation and adoption of Unibuddy's Chat, Community, and Assistant products within their assigned portfolio. While Account Management handles commercial renewals, the CSM's role is to positively influence these outcomes through driving adoption, ensuring value realization, aligning with executive stakeholders, managing risks, and identifying expansion opportunities. CSMs will cultivate multi-level relationships within client institutions and serve as the primary point of contact, offering strategic recommendations to support implementation, adoption, and renewal readiness. This position offers a clear growth path to Senior CSM, with strong performers expected to help shape the future of Customer Success in North America.

Requirements

Relationship-building across multi-level stakeholders, with the ability to build resilience beyond a single champion
Strategic planning: able to build forward-looking success plans aligned to institutional priorities, not just react to what's in front of them
Operational rigor: disciplined CRM hygiene, accurate reporting, predictable cadence across a portfolio
Analytical and data-driven approach to health scoring, usage analysis, and early risk identification
Excellent communication and storytelling, particularly with executive audiences
Cross-functional collaboration, especially with Account Management, Product and Support
Sound commercial judgment: able to build credible value narratives and risk flags that AM can act on, without owning negotiation
Organizational and time management strength

Responsibilities

Own strategic account planning and stakeholder engagement, ensuring alignment to institutional goals.
Partner closely with Account Management to influence renewal and expansion outcomes, providing value narratives, risk flags, and renewal readiness materials.
Build ROI proof points and value narratives for AM to use in customer-facing ROI meetings.
Own implementation of Chat, Community, and Assistant, guiding customers from kickoff through full adoption.
Analyze customer usage and engagement data to identify opportunities for improved adoption and retention, routing expansion signals to AM with context.
Facilitate regular reviews and track progress against success plans for all Tier 1 customers; quarterly cadence for Tier 2.
Deliver product training and resources to maximize platform usage.
Maintain accurate, up to date customer health signals and proactively flag risks or blockers to AM, with mitigation plans attached.
Develop strong, multi-level relationships across institutions, building resilience beyond a single champion.
Keep internal success tools (Salesforce) up to date with key updates and engagement insights.