Enterprise Customer Success Manager

Gravyty

82d

About The Position

As an Enterprise Customer Success Manager (CSM), you will be the primary customer-facing partner for a portfolio of higher education clients. You will ensure that our solutions drive adoption, retention, and measurable institutional impact. This role requires strategic thinking, executive relationship management, and a deep understanding of the challenges facing higher education. This is a fully remote role and can be held by an employee living in the United States.

Requirements

• 5+ years of Customer Success, Account Management, or Consulting experience in SaaS, with higher education strongly preferred.
• Proven track record of managing enterprise accounts and executive-level relationships.
• Strong consultative, strategic thinking, and problem-solving abilities.
• Exceptional communication and executive presence; comfortable presenting to CIOs, Provosts, and VPs.
• Experience with CRM and CS platforms (Salesforce, Gainsight, HubSpot).

Responsibilities

• Build and maintain strong, trusted relationships with university leaders, administrators, and departmental stakeholders.
• Serve as the primary point of contact, ensuring alignment between customer goals and solution outcomes.
• Act as the voice of the customer internally, surfacing insights to Product, Engineering, and Leadership teams.
• Champion institutions need to influence the roadmap and drive a better customer experience.
• Develop tailored success plans tied to enrollment, retention, advancement, or operational efficiency goals.
• Monitor health metrics, adoption trends, and engagement levels, proactively mitigating risk.
• Provide thought leadership, best practices, and benchmarking data to guide institutional strategy.
• Drive customer renewals by demonstrating ROI and value realization.
• Partner with Sales to identify and execute on upsell/cross-sell opportunities.
• Lead renewal negotiations with executive stakeholders.
• Track and report on KPIs, including retention, adoption, customer satisfaction, and expansion.
• Present outcomes and strategic insights to internal stakeholders.
• Collaborate with Marketing on customer success stories, case studies, and advocacy opportunities.

Benefits

• Competitive benefits
• Employer-matched retirement plans
• Flexible time off
• Supportive environment where contributions make a difference

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees