Strategic Customer Success Manager

At Everway (formerly n2y/Texthelp), our goal is to lead the world in Neurotechnology software, helping transform the way we understand and are understood. 

We’re a global community of over 550 team members spanning seven countries, including the UK, USA, Norway, Denmark, Sweden, Australia, and New Zealand. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. A world where everyone can thrive.

We can only achieve our goals and continue to grow by having high performing people in our team, people who share our goals and are passionate about our mission. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully.

Join us at Everway - together, we can unlock the full potential of every mind.

About the role

As a Strategic Customer Success Manager (CSM) at Everway, you will work closely with our largest and most complex educational institutions, serving as a trusted advisor to drive meaningful impact at scale. In this high-touch role, you will partner with executive-level stakeholders to understand their unique goals, ensure the successful adoption of our solutions, and drive long-term value. Your deep understanding of the education sector and strategic insight will enable you to proactively address challenges, identify growth opportunities, and foster strong, lasting partnerships. This position requires occasional travel (up to 20% of the time) to attend customer meetings, team events, or conferences. The preferred candidate will reside in the Eastern or Central Time Zone.

Main Responsibilities 

• Build and maintain executive-level relationships with key stakeholders across large, complex educational institutions, gaining a deep understanding of their goals and objectives.
• Develop and implement strategic account plans tailored to each institution, outlining success metrics, engagement strategies, and long-term goals.
• Collaborate with the Implementation team to guide customers through complex onboarding processes, coordinating with internal teams to ensure seamless implementation and optimal setup.
• Proactively monitor and analyze customer usage and engagement metrics, identifying early signs of risk and driving interventions as needed.
• Conduct regular executive business reviews and strategy sessions to discuss progress, showcase product value, and align on future goals.
• Serve as the voice of the customer, relaying feedback and insights to Product, Sales, and Support teams to influence product development and enhancements.
• Identify expansion and upsell opportunities within accounts, collaborating with Sales to support renewals and strategic growth.
• Lead collaborative cross-functional efforts to resolve customer issues, leveraging support and technical resources to meet complex customer needs.
• Actively support the larger Customer Success team by modeling effective strategies, sharing insights on managing complex accounts, and assisting with escalations when necessary.
• Create customized resources, best practices, and training materials to support customer success at scale within complex educational environments.
• Drive customer advocacy by identifying and nurturing customer champions who can share success stories and insights with their peers.

Essential Criteria 

• Advanced experience in customer success, account management, or strategic consulting, preferably within EdTech or SaaS.
• Proven track record of managing large, complex accounts with executive stakeholders and delivering impactful results.
• Strong strategic thinking and problem-solving skills, with the ability to design and execute account plans for multi-faceted educational organizations.
• Excellent communication, presentation, and relationship-building skills, with experience working with executive-level stakeholders.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight) and strong data literacy to track metrics and drive data-informed decisions.

Desirable Criteria

• Deep knowledge of the education sector, particularly with K-12 or higher education institutions, and familiarity with the challenges faced by large educational organizations.
• Experience in implementing customer success strategies within complex organizational structures, navigating multi-level stakeholder relationships.
• A strong understanding of instructional practices, current educational trends, and technology adoption in educational settings.
• Experience in renewal management, upselling, or quota-bearing responsibilities.
• Bachelor’s degree or equivalent exper