Client Success Manager

Job description

This is a hybrid role located in Austin, TX with offices near The Domain. About Us We’ve spent the last 20 years helping thousands of colleges and universities spend less time collecting data and more time learning from it. Watermark is a global, high-growth SaaS provider of assessment software for higher education institutions worldwide including the majority of the top 200 U.S. News & World Report colleges. There is a reason we’ve won EdTech’s Overall Higher EdTech Solution of the Year! In 2024, we celebrated being named a winner for The Edtech Breakthrough, The TITAN Business, and the Stevie Award. We’re just getting started! Our phenomenal team of people is at the heart of everything we do. We’d love to have you join us. About The Role As a Client Success Manager, you will collaborate with clients to ensure they fully adopt and leverage our suite of solutions. This entails cultivating a trusted advisor relationship in order to drive campus leadership toward achievement of their goals. You will then leverage the relationships you’ve built to drive client development efforts that organically grow the partnership and drive advocacy amongst our community of users. Key Responsibilities of the Role • Collaborating with current clients to drive adoption and ensure achievement of the client’s goals and objectives with Watermark platforms. • Action planning and aligning internal resources to ensure client needs are met • Building trusted relationships with key client stakeholders • Supporting clients in effectively driving change on their campuses • Partnering with Sales to drive expansion through cross and upsell opportunities • Partnering with Watermark executive team for top account management • Identifying risks that manifest within your client portfolio and initiating playbooks • Documenting client information, activities, and interactions • Creating services opportunities by introducing Academy training and Services packages • Participating in the implementation phase as needed as strategic consultant • Meeting with manager regularly to discuss challenges, risks and opportunities • Contributing to the growth and development of a world class CSM team Experience & Education Requirements • Bachelor’s degree in business or a related field • Higher Education background required • Experience defining institutional outcomes desired and driving the institution toward those outcomes through value-added conversations and strategic reviews. • Experience presenting and positioning solution ROI to Deans, Directors, and institutional leadership (Provosts, VPs, Presidents) • Ability to flourish in a multi-tasking environment, comfortably re-adjusting priorities as needed • Ability to work both independently and in collaborative and/or team settings, taking ownership of assigned tasks • Excellent interpersonal skills, with a proven ability to communicate efficiently with individuals at all levels • Ability to absorb knowledge quickly, work well under pressure, and thrive in an environment that is constantly changing • Preference for those with experience in Sales or Account Management • Experience presenting to audiences of all sizes, both in-person and virtually • Willing and able to travel periodically (3-4 trips, annually; up to 25%) • 1-2 years prior experience managing a portfolio of clients • A high level of competence in communication, critical thinking, reasoning, as well as computer skills Watermark is committed to fair and equitable pay practices for all qualified candidates. The pay range for this role is $70K – 75K (+ $30K commission) and varies based on several factors including geographical location, level of experience related to the role, education/licensure/certificates of the individual filling the role and other business and operational considerations. At Watermark we are continually strengthening the rich diversity in our workplace — the primary reason we succeed and we’re proud to be an equal opportunity employer. We work together to provide an inclusive hiring experience where all qualified applicants receive equal consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, veteran status, or any other non-merit based or legally protected grounds. About Watermark Watermark’s mission is to put better data into the hands of administrators, faculty, and students everywhere to empower them to connect information and gain insights into learning that will drive meaningful improvements. Through its innovative educational intelligence system, Watermark supports over 1,600 institutions around the world in developing an intentional approach to learning so that they can leverage data for a more holistic view of learning, faculty and staff impact, and institutional quality.