Customer Success Manager, Higher Ed

About Niche

Niche is the leader in school search. Our mission is to make researching and enrolling in schools easy, transparent, and free. With in-depth profiles on every school and college in America, 140 million reviews and ratings, and powerful search tools, we help millions of people find the right school for them. We also help thousands of schools recruit more best-fit students, by highlighting what makes them great and making it easier to visit and apply.

Niche is all about finding where you belong, and that mission inspires how we operate every day. We want Niche to be a place where people truly enjoy working and can thrive professionally.

 

About The Role

The Customer Success Manager role functions as the day-to-day contact for our school partners. The CSM’s role is to ensure the clients receive the best in class service and support. The CSM is responsible for: onboarding new clients, hosting regular calls with clients,  ensuring clients are utilizing products and services, reviewing ROI with clients, and generally creating customer delight.  In this role, you will work closely with the Account Managers to ensure clients continue to renew their partnership agreements. The Customer Success Manager is responsible for retaining our current clients, which is key to Niche’s long-term success.

 

What You Will Do

• Manage a full account portfolio and relationships with customers to drive long-term adoption and high client health
• Serve as the primary point of contact and manage customer communication by proactively engaging with customers: communicating via email and phone, and conducting formal business reviews (overall and by product)
• Cultivate a trusted advisor relationship with stakeholders and executive sponsors
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Maintain overall health of accounts to ensure account success increases
• Manage customer onboarding for new customers via the handoff from the net new sales team
• Collaborate with Operations to ensure the IS team has everything they need to implement successfully
• Collaborate with technical support to assist in triaging customer technical issues or product questions
• Identify opportunities and work with Account Managers to help be the conduit to allowing them to drive expansion within current accounts 
• Conduct ongoing customer training
• Present product demonstrations
• Support customers and solve problems for specific and individualized use cases
• Strong understanding of the platform and product suite
• Serve as the voice of the customer to drive improvement and provide a customer feedback loop to product and data teams
• Meet personal quarterly and annual dollar retention goals

What We Are Looking For

• Bachelor's degree required 
• A strong understanding of Salesforce is required
• 3 years of experience in a customer success role
• Preferred experience in the Higher Education market (specifically enrollment management)
• Someone who is data-driven, problem-solving, and inquisitive
• Exemplifies Niche’s core values: We do right by each other; We play to win. Not to not lose.; We make no excuses.; We embrace a growth mindset.
• Experience with digital marketing and Google Analytics preferred 
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities 
• Customer-centric approach with a focus on building trust and rapport
• Ability to manage a portfolio of accounts effectively
• Understanding of the product or service and its value proposition
• Data-driven literacy to analyze customer retention and identify trends

 

During the First Month:

• Complete onboarding training
• Shadow client calls 
• Gain proficiency in tech stack (Salesforce, Gong, Slack, Google Workspace, Asana) 
• Work closely with your manager and mentor to learn 
• Receive account assignments & work closely with Account Managers to learn assignment needs

Within 3 Months:

• Provide excellent customer service through phone calls, virtual meetings, and email communications
• Adopt existing clients and onboard new clients 
• Assist Account Managers in the contract renewal process
• Work cross-functionally with Customer Support, Revenue Operations, Implementation Services, and Digital Marketing Services teams to ensure client joy

Within 6 Months:

• Continue to work cross-functionally with support teams
• Manage a full acco