Customer Success & Support

Your Mongoose Success Team at Every Step

At Mongoose, signing the contract is just the beginning. From onboarding to optimization, our dedicated Customer Success and Support teams partner with your institution to ensure you get the most from the platform—through tailored implementation, strategic coaching, and responsive support built for higher ed.

Woman with headset smiling while working at a desktop computer.

Guided Implementation

Seamless Onboarding from Day One

Kickoff call to align goals, timelines, and technical setup
Bot configuration and training for Chat and Text
Data import and contact setup for immediate readiness
Launch support to guide your first messages and celebrate success
Post-launch check-in and planning for your first Mongoose Quarterly Review (MQR)
Onboarding completed typically within 30 days, based on your team’s readiness

Two focused male programmers working at modern office desks with multiple monitors and laptops

Strategic Client Success

A Real Person Dedicated to Your Success

Your Client Success Manager (CSM) is your day-to-day partner and Mongoose expert. They:

Uncover new engagement opportunities and share best practices
Guide goal setting, measurement, and compliance alignment
Support your use of automation, segmentation, and AI tools
Meet with you anytime—no extra cost, no limits
Manage compliance issues directly so you don’t have to

Focused man with headset working at multi-monitor office desk.

White-Glove Support

Support Throughout Your Full Lifecycle

Technical assistance: From integration to troubleshooting
Compliance guidance: Opt-ins, quiet hours, message formatting
Templates & campaigns: Use proven messages and segmentation
WhatsApp & AI rollout: Guided enablement at your pace

Professional woman in glasses on phone call while writing notes at her desk

What Sets Our Support Apart

1 Day

Avg Resolution Time

8 Min

Avg Handle Time

2.5 Hrs

Time to Reply to Most Inquiries

99.99%

Uptime

Continual Enablement

Ongoing Education & Strategic Growth

Mongoose Quarterly Reviews (MQRs) to assess KPIs, adoption, and growth
Webinars and Office Hours on roadmap updates and best practices
Knowledge Base for on-demand learning and inspiration

Diverse team of professionals collaborating at a modern office table with laptops and documents

Built-In Differentiators

Service Unlike Any Other

Multiple team onboarding for large institutions
Admin & User tiered training
AI-supported Chatbot + Live Chat rollout guidance
Ongoing usage analysis
Full-service compliance monitoring and vendor handling
Unlimited strategic access to your CSM—no hourly billing or capped meetings

Smiling customer service representative wearing a headset working at a desk in a modern office

Proven Outcomes With the Right Partner

45x

more campus visit confirmations. Conversation-based outreach drives stronger student actions.

Two students walking down a staircase outside a university building on a sunny day.

34x

increase in application completions. Guided strategies boost conversion at every funnel stage.

An engaged student and a professor interacting in a college learning environment

4.5x

higher reply rates for Student Success. Smart Messages lead to faster, deeper student engagement.

Three students collaborating while looking at a smartphone.

86%

of students re-engage after a strong first chat. Positive first impressions create lasting communication.

Example Mongoose Journey Timeline

Week 1: Intro Call + Goal Setting

Businessman taking notes while speaking on the phone.

Week 2: Data Import & Content Setup

Woman in white blouse working on laptop with smartphone nearby.

Week 3: User Training + Launch

Smiling businesswoman in blue blazer working at a computer with colleagues.

Week 4: First Message Sent + MQR Scheduled

A woman sitting on concrete stairs using a laptop.

What Our Clients Say

“Mongoose is an incredibly user-friendly system, which is critical for getting staff to actually use it. The integration with Slate and Colleague was straightforward, and the support we’ve received has been phenomenal. It’s become an essential tool for our enrollment and student success efforts.”

Dustie Hamilton

Director, Enrollment Systems, McLennan Community College

Read Story

“The support we’ve received has been unmatched. The Mongoose team is proactive, responsive, and truly invested in our success.”

Lori Apicella

Director of Engagement, Duke Children’s Development at Duke University

Read Story

“If you're looking for a texting tool that offers both technical and personal support, and texting is critical to your strategy, Mongoose is a great partner. The support we’ve received has made all the difference.”

Meagen Fekos

Senior Director, Advancement Communications & Marketing, Carnegie Mellon University

Read Story

“The Mongoose team is fantastic. They’re always quick to respond and provide support, which makes a huge difference when you’re managing so many moving pieces.”

Alex Galbreath

Director of Admissions, Oregon State University – Cascades

Read Story

“Mike and Mary are like family now. I feel comfortable reaching out to them anytime—even with small questions. They jump in right away and make the process easy.”

Matt Fortescue

Director of Enrollment, Kettering University

Read Story

“We met with at least three different companies, and the reason that [Mongoose was] picked, despite zero cost differences, is because it was clear that the service was going to be much higher.”

Matthew Dillard

Director of Admissions, George Washington University

What Our Client Success Managers Say

“I love being a Client Success Manager at Mongoose because it’s all about partnership. Helping our clients succeed while working alongside a passionate, supportive team makes every day exciting and fulfilling. I love helping our clients unlock the full potential of their communication strategies and knowing that my support makes a difference in the lives of students.”

Kelsey Walbesser

Strategic Client Success Manager, Mongoose

“One of the most rewarding parts of being a CSM at Mongoose is the relationships I’ve been able to build with our clients. Coming from higher ed myself, there’s an immediate connection; I understand what they’re navigating day-to-day, and I love getting to hear what’s happening on their campuses. Those conversations often turn into ongoing partnerships where we’re learning from one another, sharing ideas, and finding new ways to support students. I also genuinely enjoy getting to know our clients beyond their roles. I’ve met some incredible people who are doing truly inspiring work in the education space, and it’s a privilege to support them while building real, lasting connections.”

Mary Pezzimenti

Client Success Manager, Mongoose

“Being a Client Success Manager at Mongoose allows me to support the dedicated professionals at colleges and universities while playing a meaningful role in the student experience. With a background in higher education, I deeply understand the importance of getting the right information into the hands of students at the right time. Being part of a company that shares that mission is incredibly rewarding. At Mongoose, I’m proud to help institutions achieve their goals and make a lasting impact on the student journey.”

Jordan Schutt

Client Success Manager, Mongoose

Resources at Your Fingertips

Knowledge Base

Learn More

Compliance Checklist

Mongoose User Group Sessions

Learn More

Product Information

Learn More

Case Studies

Blog

Ready to Get Started?

Whether you’re curious about how Mongoose can support your team or ready to scale your student engagement, our Customer Success team is here to help. Let’s talk about how we can support your communication goals—and exceed them, with a partner that shows up every time.

Frequently Asked Questions

What is Conversation Intelligence?

Why does Conversation Intelligence matter in higher ed?

What makes Mongoose different from other platforms?

How does Mongoose help us stay compliant?

Can we integrate Mongoose with our existing systems?

How secure is Mongoose?

Can we integrate Mongoose with our existing systems?

How often can we meet with our Customer Success Manager (CSM)?

How quickly does Mongoose respond to support issues?

What kind of support is included after onboarding?

What’s included in a Mongoose Quarterly Review (MQR)?

Is training available for multiple teams or departments?

Your Mongoose Success Team at Every Step

Seamless Onboarding from Day One

A Real Person Dedicated to Your Success

Support Throughout Your Full Lifecycle

What Sets Our Support Apart

Ongoing Education & Strategic Growth

Service Unlike Any Other

Proven Outcomes With the Right Partner

45x

34x

4.5x

86%

Example Mongoose Journey Timeline

Week 1: Intro Call + Goal Setting

Week 2: Data Import & Content Setup

Week 3: User Training + Launch

Week 4: First Message Sent + MQR Scheduled

What Our Clients Say

“The support we’ve received has been unmatched. The Mongoose team is proactive, responsive, and truly invested in our success.”

“If you're looking for a texting tool that offers both technical and personal support, and texting is critical to your strategy, Mongoose is a great partner. The support we’ve received has made all the difference.”

“The Mongoose team is fantastic. They’re always quick to respond and provide support, which makes a huge difference when you’re managing so many moving pieces.”

“Mike and Mary are like family now. I feel comfortable reaching out to them anytime—even with small questions. They jump in right away and make the process easy.”

“We met with at least three different companies, and the reason that [Mongoose was] picked, despite zero cost differences, is because it was clear that the service was going to be much higher.”

What Our Client Success Managers Say

Resources at Your Fingertips

Knowledge Base

Compliance Checklist

Mongoose User Group Sessions

Product Information

Case Studies

Blog

Ready to Get Started?

Frequently Asked Questions

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