Success Manager

CollegeVine

12d•Remote

About The Position

As an AI Success Manager, you’ll be the trusted partner for our university clients, ensuring they fully realize the value of our AI solutions. This role goes beyond traditional support: you’ll design and lead proactive engagement programs such as webinars, newsletters, and office hours, while also handling customer escalations and troubleshooting. You’ll shape the partner experience end-to-end—helping institutions adopt, expand, and innovate with our AI capabilities. This role is ideal for someone who thrives at the intersection of technology, education, and customer success. You’ll need the empathy of a teacher, the clarity of a communicator, and the strategic mindset of a solutions leader.

Requirements

3+ years in customer success, solutions, or support roles, ideally with SaaS or AI products.
Proven experience driving customer adoption and satisfaction through proactive programs.
Strong communicator who can translate technical concepts for non-technical audiences.
Analytical thinker who uses data to diagnose problems and measure success.
Empathetic and relationship-driven, with a bias for action.
Comfortable running programs (events, newsletters, training) at scale.
Tech-savvy, with enough familiarity to work alongside engineers and explain solutions.
Excellent at cross-functional collaboration: product, engineering, sales, and data.
Entrepreneurial and resourceful; comfortable with ambiguity.
Passion for education and belief in the transformative potential of AI.

Nice To Haves

Experience working with higher education institutions or complex organizations a plus.

Responsibilities

Customer Engagement & Enablement
Design and lead proactive programs (webinars, workshops, newsletters, office hours) to maximize adoption and impact of our AI solutions.
Act as the primary advocate for partners, ensuring their needs are surfaced and addressed.
Develop and share best practices, resources, and playbooks to help institutions succeed.
Partner Success & Retention
Drive measurable partner outcomes, ensuring institutions meet their goals with our solutions.
Proactively identify at-risk accounts and intervene before issues escalate.
Support & Escalation
Serve as the escalation point for partner support issues.
Troubleshoot problems, working cross-functionally with engineering, product, and data teams.
Ensure fast, high-quality resolution while maintaining trust.
Feedback & Product Influence
Capture partner feedback and translate it into actionable insights for product and engineering.
Champion the voice of the customer in internal roadmaps and discussions.
Ensure learnings from partner interactions are shared across the organization.