Client Success Manager

About the job

Over 4,000 teams across over 950 higher education institutions partner with Mongoose to Make Every Message CountTM. Our SaaS platform is an integral part of how these colleges and universities live their missions — but it’s only a part. By choosing Mongoose as their holistic engagement partner, our clients unleash the power of:

• An evolving engagement platform with digital communication solutions for every stage of the student lifecycle, from guiding students through the admissions process to transforming alumni into donors.
• A team of former higher ed professionals who live and breathe “Client Love,” an empathy-centered approach to collaboration and customer service.
• And industry-wide insights that only a team with our long-standing, expansive footprint and technical acumen is in the position to uncover and make actionable.

Notable position details:

Hybrid in-office and remote- employees are expected to report to the Orchard Park, NY office 1-3 days a week.

Reporting to the Director of Client Success, the Client Success Manager serves an important role on the Company’s Revenue Team. Specifically, this individual:

• Serves as the client’s day-to-day partner with the goal to educate, onboard, and support the addition of Cadence at the team or institutional level.
• Implements strategies that drive customer satisfaction, ongoing learning, and retention.
• Is responsible for building and nurturing client relationships to cultivate a sense of community and future product evangelists.
• Works strategically with their Pod (team of CSM, Account Manager (AM), Senior Strategic Account Manager (SSAM)) to help the company meet or exceed revenue targets.

This is the opportunity for a collaborative self-starter with exceptional project management, communication, and training skills. Client Success Managers should have a strong understanding of the features, functionality, and benefits of the product, enabling them to guide clients effectively and provide product-related assistance. The ideal candidate is seeking to hone their customer service skills as they demonstrate their capacity to strategically shape and guide our clients to best utilize Cadence across campus.

What you’ll do in this role

• Serves as the primary point of contact for an institution (new or current) assigned in their territory
• Works with the implementation team to ensure successful onboarding and implementation of accounts assigned in their territory.
• Partners with the Pod/Sales team to understand a client’s goals and best serve the client throughout their onboarding process.
• Coordinates quarterly check-in calls to report product usage, feature updates, and optimizations.
• Identifies opportunities for collaboration with the AM (Account Manager) or SSAM (Senior Strategic Account Manager), or in some cases, the AE (Account Executive) to educate clients on new services.
• Problem-solving to identify challenges, develop creative solutions, and think strategically about long-term client health. This includes analyzing data, identifying trends, and providing recommendations to enhance the value clients derive from the product.
• Leverages in-house Sales Engineers and Product experts to develop ROI and engagement metrics as needed.
• Works with the Director of Customer Success to accelerate onboarding timelines and survey client satisfaction/ NPS scores.
• Proactively communicates any risk flags to the Pod to determine a plan of action.
• Supports the creation of new content and best practices – determines gaps and proposes innovative ways to engage, delight, and train clients.
• Source new references and client speakers for webinars, testimonials, or RFPs.
• Collect client feedback and escalate challenges to Support or Product.
• Maintains and tracks an accurate record of HubSpot notes, activities, and tasks. This includes logging meetings, emails, and phone calls.

Qualifications

• Bachelors degree.
• Two or more years of customer support, account management, or sales experience.
• Higher Education/Ed Tech experience and knowledge are required.
• Not afraid of new technology and is comfortable working with Google Suite, Zoom, HubSpot, etc.
• Ability to multitask, work independently and within a group, and be comfortable working in a fast-paced environment with new/changing processes.
• Can demonstrate a track record of success in previous roles.
• Personable, excellent communicator, and comfortable with speaking/representing Mongoose at industry conferences and in online presentations and webinars.
• Exhibits a positive attitude and enjoys serving clients.
• Has high standards for him/herself and is comfortable taking action to get something done.
• Desire to learn and grow even through failure.
• Willingness to collaborate with the team and be selfless when it comes to the greater good.
• About Mongoose

Mongoose is on a mission to make every message count. We believe that having the right communications between the right people at the right time helps students, employees and alumni reach their goals and aspirations. Colleges and universities enjoy a 98% retention rate for students who opt into texting with Mongoose Cadence, the industry’s first and only solution built by Higher Ed professionals for Higher Ed leaders. From text-to-chat, Cadence engagement solutions enable more than 950 colleges to advance and inspire students’ success by increasing enrollment, engagement, retention, and alumni gifts.

We offer a flexible work environment that allows for both hybrid and fully remote opportunities. Our headquarters is located in Buffalo, NY but we have teammates all across the country!

Mongoose is an equal-opportunity employer that is united by our values and celebrates our unique differences. We’re building a company that’s focused not just on the bottom line, but also on the happiness of our customers and team.

To Apply

Please submit your application on LinkedIn.
EEO Employer – Minorities / Females / Disabled / Veterans / Sexual Orientation / Gender Identity.