Customer Success Manager - North America

Location: U.S Remote (EST hours preferable)

Reporting to: Henry Bliss, Global Partnerships & Customer Success Director

Compensation: $80,000 - $87,000 USD + Variable

About Unibuddy

Higher education is changing - fast. Universities are under more pressure than ever to attract, convert, and retain students in a competitive, value-driven environment.

Unibuddy is on a mission to empower students to make the right choices throughout their higher education journey. We’ve grown at an incredibly fast pace since our launch in 2017. We’re the trusted student recruitment partner to more than 500 higher ed institutions in 35 countries worldwide, including Boston University, University of Southern California, NYU, University of Arizona, University of Calgary, and University of Alberta.

We’ve raised over $33M from top-tier investors, and we’re on course to achieve our mission of empowering 10 million students to make the right choices in their higher education journey. Now, the US is our biggest growth opportunity - and this role is critical to unlocking it.

Here’s Where You Come In!

The Customer Success Manager (NA) is responsible for driving effective implementation and adoption of Unibuddy's Chat, Community, and Assistant products across their portfolio. While the Account Management team owns and executes the commercial renewal process, the CSM's role is to influence renewal outcomes through adoption, value realization, executive alignment, risk management, and expansion identification.

CSMs own multi-level relationships across their accounts and act as the primary point of contact for the partnership. CSMs provide strategic recommendations that inform implementation, adoption and renewal readiness.

This role has a clear path to Senior CSM with the expectation that strong performers will help set the standard for how NA Customer Success operates.

Key Responsibilities:

• Own strategic account planning and stakeholder engagement, ensuring alignment to institutional goals.

• Partner closely with Account Management to influence renewal and expansion outcomes, providing value narratives, risk flags, and renewal readiness materials.

• Build ROI proof points and value narratives for AM to use in customer-facing ROI meetings.

• Own implementation of Chat, Community, and Assistant, guiding customers from kickoff through full adoption.

• Analyze customer usage and engagement data to identify opportunities for improved adoption and retention, routing expansion signals to AM with context.

• Facilitate regular reviews and track progress against success plans for all Tier 1 customers; quarterly cadence for Tier 2.

• Deliver product training and resources to maximize platform usage.

• Maintain accurate, up to date customer health signals and proactively flag risks or blockers to AM, with mitigation plans attached.

• Develop strong, multi-level relationships across institutions, building resilience beyond a single champion.

• Keep internal success tools (Salesforce) up to date with key updates and engagement insights.

What Success Looks Like:

• Net and gross revenue retention (influenced through adoption, value delivery and risk mitigation, not owned)

• Accuracy and timeliness of renewal readiness materials and risk flags provided to AM

• Quality and usage of ROI proof points and value narratives handed to AM

• Executive stakeholder engagement across accounts

• Onboarding speed and customer time-to-value

What We’re Looking For:

• Relationship-building across multi-level stakeholders, with the ability to build resilience beyond a single champion

• Strategic planning: able to build forward-looking success plans aligned to institutional priorities, not just react to what's in front of them

• Operational rigor: disciplined CRM hygiene, accurate reporting, predictable cadence across a portfolio

• Analytical and data-