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Customer Success Manager

At Mongoose, we believe every conversation matters.

We’re on a mission to change lives by making conversation intelligence accessible to all in higher education. Our purpose? To move people forward. Whether it’s helping a student navigate their first semester, connecting alumni with meaningful opportunities, or ensuring parents feel informed and supported—our AI-enabled platform drives compliant, empathetic, and impactful conversations that build trust and foster success campus-wide.

We know that conversations aren’t just a feature—they’re the foundation of connection. That’s why we focus on delivering insights, relevance, empathy, scale, and trust in everything we do. At Mongoose, we’re transforming communication in higher ed because we believe reputation is a mutual responsibility, and the right insights fuel measurable outcomes.

Join us and be part of a team that’s making a real difference in education—one conversation at a time.

As a Customer Success Manager, you’ll be the trusted partner guiding our customers to success. Your mission? Prioritize customer happiness, health, and product adoption and while partnering with our Account Managers to mitigate risk and ensure retention. You’ll be the go-to resource for your customers, helping them maximize the value of Mongoose’s solutions, solving challenges before they become problems, and turning satisfied customers into raving advocates. If you’re a proactive communicator, a master relationship-builder, and someone who thrives on creating win-win scenarios, this is the role for you.

What You’ll Do:

Be the Ultimate Customer Advocate

  • Act as the primary day-to-day partner for your customers, ensuring they feel supported, valued, and empowered to succeed.
  • Own customer health metrics—monitoring implementation, usage, and engagement—and work to proactively address any challenges to keep customers happy and thriving.
  • Conduct regular Mongoose Quarterly Reviews (MQRs) to share insights, feature updates, and best practices that showcase the value we bring.

Make customer Happiness Your Superpower

  • Onboard and support new customers with a tailored, smooth implementation process that gets them up and running quickly.
  • Build and nurture relationships with key stakeholders, turning customers into Mongoose champions who can’t wait to tell others about us.
  • Proactively identify and solve customer challenges, using data, trends, and creative solutions to ensure they see the full value of our platform.

Fuel Growth Through Advocacy

  • Identify opportunities for upsells and cross-sells while serving as the customer’s trusted advisor.
  • Keep an ear to the ground for expansion opportunities across departments, and hand off actionable insights to the AMs to drive growth.
  • Gather customer feedback, testimonials, and success stories to showcase Mongoose’s impact in webinars, RFPs, and marketing campaigns.

Collaborate for Seamless Success

  • Work hand-in-hand with Account Managers to align on customer strategies, retention plans, and expansion opportunities.
  • Partner with Product and Support teams to escalate customer challenges, share insights, and ensure swift resolution of any issues.
  • Collaborate with Marketing and Content teams to develop resources, best practices, and innovative ways to engage and educate customers.

Leverage Data for Impact

  • Use engagement metrics, ROI analyses, and data insights to develop proactive strategies that keep customers engaged and successful.
  • Maintain spotless documentation in HubSpot, ensuring every customer interaction, note, and opportunity is tracked and accessible.
  • Share trends and feedback with internal teams to drive continuous improvement in both our solutions and customer experience.

What You’ll Bring to the Table:

Customer-First Mindset

  • You thrive on helping others succeed and know how to create value for customers at every stage of their journey.
  • Exceptional communication and relationship-building skills that make you a trusted partner to every customer you work with.

Organized & Detail-Oriented

  • You’re a master of organization, with experience using CRMs like HubSpot to keep detailed, accurate records.
  • Stellar project management skills that ensure onboarding and customer engagement efforts are executed flawlessly.

Strategic Problem Solver

  • You’re proactive, solutions-focused, and always thinking one step ahead to solve challenges before they arise.
  • A data-driven mindset with the ability to analyze trends, metrics, and insights to inform your strategies.

Sales-Driven Collaboration

  • You understand the importance of aligning with Account Managers to drive expansion, upsell and cross-sell opportunities without ever feeling “salesy.”

Higher Ed or SaaS Experience

  • Familiarity with higher education institutions or SaaS environments is a big plus—but your ability to learn and adapt is what matters most.

Why You’ll Love It Here:

At Mongoose, every conversation matters. You’ll join a team passionate about making meaningful connections in higher education and changing lives through smarter communication. We’re all about collaboration, growth, and doing work that truly makes a difference.

Over 4,000 teams across more than 950 higher education institutions partner with Mongoose to Make Every Message Count™. Our SaaS platform helps colleges and universities drive engagement at every stage of the student lifecycle, from admissions to alumni relations.

Our values define us, and we celebrate diversity in all its forms. If you don’t meet 100% of the qualifications listed but believe you can make an impact, we encourage you to apply. We value diverse perspectives and are eager to hear what you can bring to our team.

The OTE for this position ranges from $70,000 – $80,000, depending on experience and qualifications.

We Offer:

  • Comprehensive medical, dental, and vision coverage
  • 401K with company match: 100% of the 1st 3% and 50% of the next 2%
  • Flexible PTO
  • Competitive Leave Policies
  • $600 home office set-up stipend
  • Summer Fridays (half days)
  • 13 paid holidays, including a week off between Christmas and New Year’s

At Mongoose, we believe that diversity drives innovation, and inclusion builds stronger teams. We are proud to be an equal opportunity employer and are committed to creating a workplace where everyone feels valued and empowered. We welcome applicants of all backgrounds, experiences, and perspectives, and we do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic. If you need accommodations during the application process, please let us know—we’re here to help.

To Apply:

If this sounds like your kind of challenge, let’s talk! Apply today and help us move people forward, one conversation at a time. Please send your resume and cover letter to jasmyne@hellomongoose.com