[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Mongoose provides an AI-enabled conversation intelligence platform for higher education institutions. The Customer Success Manager leads onboarding and implementation, drives adoption, analyzes engagement data, and advises customers on strategies that support measurable outcomes, retention, and growth.

Responsibilities

• Act as the primary strategic partner for your customers, guiding them to achieve their institutional goals through effective use of Mongoose
• Lead onboarding and implementation for new customers, ensuring a smooth, structured rollout that drives early adoption and sets the foundation for long-term success
• Establish clear success plans during onboarding, aligning platform usage to customer goals and defining measurable outcomes from the start
• Own customer health by monitoring adoption, engagement, and performance trends—and proactively identifying risks and opportunities
• Conduct regular Mongoose Quarterly Reviews (MQRs) that go beyond updates to analyze performance, surface insights, and recommend actionable strategies that demonstrate measurable value
• Partner with customers to align Mongoose usage with key institutional priorities such as enrollment, retention, and student engagement
• Drive measurable improvements in customer outcomes by ensuring recommendations are implemented and results are achieved
• Analyze conversation and engagement data to identify trends, diagnose challenges, and provide clear, strategic recommendations
• Help customers evolve their communication strategies using best practices, benchmarks, and emerging AI-driven insights
• Translate product capabilities into real-world impact, ensuring customers understand not just how to use Mongoose—but how to maximize its value
• Ensure onboarding success translates into momentum, driving early wins that build confidence and long-term engagement
• Identify and shape expansion opportunities by aligning Mongoose solutions to broader institutional needs across departments
• Collaborate with Account Managers to develop and execute account strategies that support retention and growth
• Gather and elevate customer insights, success stories, and outcomes to support marketing, product development, and thought leadership
• Work hand-in-hand with Account Managers to align on customer strategies, retention plans, and expansion opportunities
• Partner with Product and Support teams to escalate customer challenges, share insights, and ensure swift resolution of any issues
• Collaborate with Marketing and Content teams to develop resources, best practices, and innovative ways to engage and educate customers
• Use engagement data, ROI analysis, and conversation insights to drive proactive, data-informed customer strategies
• Maintain accurate and thorough documentation in HubSpot, ensuring all customer interactions and insights are captured
• Identify and share trends across your portfolio to inform internal teams and contribute to continuous product and experience improvement

Skills

• If you've spent your career on a college or university campus—in admissions, advising, enrollment management, student affairs, alumni relations, or a similar function

Benefits

• Comprehensive medical, dental, and vision coverage
• 401K with company match: 100% of the 1st 3% and 50% of the next 2%
• Flexible PTO
• Competitive Leave Policies
• 13 paid holidays, including a week off between Christmas and New Year’s

Company Overview