Customer Success Manager

About the Company

Inside Higher Ed provides the latest news, analysis and solutions for the entire higher education community. Owned by Times Higher Education (THE), we aim to provide forward-looking insights and services that empower individuals and organizations to excel.

Responsibilities

• Serve as the main point of contact for assigned customer accounts to ensure high engagement and experience.
• Lead customer success activities including onboarding, training, service adoption, and campaign asset deployment.
• Conduct regular check-ins and business reviews to assess client needs and identify upsell/cross-sell opportunities.
• Lead renewal discussions with key accounts to secure long-term commitments.
• Partner with Sales to tailor proposals and business cases that demonstrate ROI.
• Monitor account usage and engagement data to identify revenue expansion opportunities.
• Collaborate with Marketing to develop customer success stories and case studies.
• Provide feedback from customer interactions to improve business strategies.

Requirements

• Fluent in written and spoken English.
• Strong relationship-building and communication skills.
• Analytical skills to interpret customer data and metrics.
• Solid understanding of customer retention strategies.
• Proactive problem-solving approach and detail-oriented mindset.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications

• Previous experience in Customer Success, Account Management, or a similar client-facing role.
• Experience in a B2B or SaaS environment.
• Experience delivering training or consultative support.
• Experience working in a data-driven environment.