Enterprise Customer Success Manager

Enterprise Customer Success Manager

As an Enterprise Customer Success Manager (CSM), you will be the primary customer-facing partner for a portfolio of higher education clients. You will ensure that our solutions drive adoption, retention, and measurable institutional impact. This role requires strategic thinking, executive relationship management, and a deep understanding of the challenges facing higher education.

This is a fully remote role and can be held by an employee living in the United States.

Key Responsibilities:

Client Relationship Management:

• Build and maintain strong, trusted relationships with university leaders, administrators, and departmental stakeholders.
• Serve as the primary point of contact, ensuring alignment between customer goals and solution outcomes.

Customer Advocacy:

• Act as the voice of the customer internally, surfacing insights to Product, Engineering, and Leadership teams.
• Champion institutions need to influence the roadmap and drive a better customer experience.

Success Planning and Monitoring:

• Develop tailored success plans tied to enrollment, retention, advancement, or operational efficiency goals.
• Monitor health metrics, adoption trends, and engagement levels, proactively mitigating risk.
• Provide thought leadership, best practices, and benchmarking data to guide institutional strategy.

Renewals and Growth:

• Drive customer renewals by demonstrating ROI and value realization.
• Partner with Sales to identify and execute on upsell/cross-sell opportunities.
• Lead renewal negotiations with executive stakeholders.

Performance Reporting:

• Track and report on KPIs, including retention, adoption, customer satisfaction, and expansion.
• Present outcomes and strategic insights to internal stakeholders.
• Collaborate with Marketing on customer success stories, case studies, and advocacy opportunities.
  

Qualifications:

• 5+ years of Customer Success, Account Management, or Consulting experience in SaaS, with higher education strongly preferred.
• Proven track record of managing enterprise accounts and executive-level relationships.
• Strong consultative, strategic thinking, and problem-solving abilities.
• Exceptional communication and executive presence; comfortable presenting to CIOs, Provosts, and VPs.
• Experience with CRM and CS platforms (Salesforce, Gainsight, HubSpot).

About Gravyty

At Gravyty, we are redefining how higher education, K-12, and nonprofits engage students, alumni, and donors. Our AI-powered platform transforms engagement by breaking down data and technology silos, creating a seamless experience across the entire lifecycle—from student success to alumni and donor relationships.  Trusted by over 2,750 institutions and organizations, Gravyty powers more than 25.5 million interactions annually, driving better outcomes, greater efficiency, and stronger connections.

Our global team of 150+ passionate professionals is united by a shared commitment to innovation, excellence, and making a real impact. If you’re looking to be part of a dynamic, purpose-driven company, Gravyty is the place for you.

We offer competitive benefits, employer-matched retirement plans, flexible time off, and a supportive environment where your contributions make a difference.

We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the hiring process, please let us know, and we will work with you to meet your needs.