Customer Success Manager

Job description

ABOUT MEADOW Meadow is the modern payments platform for higher education that simplifies the entire student financial experience. We're transforming the $600 Billion higher education payments industry in the United States — building for universities what Shopify built for retail businesses, and bringing the entire student financial experience online. The need for a platform like Meadow has never been greater. If you're passionate about our mission to empower students financially and strengthen economic mobility through higher education — and you're excited to join a highly ambitious, talented team — we'd love to hear from you. ABOUT THE ROLE OVERVIEW As Meadow’s Customer Success Manager, your primary mission is to make our clients successful term-to-term — maintaining a high CSAT, high retention rates, and low churn rates. OUTCOMES: WHAT SUCCESS LOOKS LIKE - Increase in Logo Retention - Increase in CSAT - Decrease in Churn ABOUT YOU WHAT YOU BRING - Relevant Professional Experience - 4-6+ Years of Experience in Customer Success - Experience at an Early Stage Startup - Builder Mindset: High Agency x High Urgency - You own problems end-to-end. - You make consequential decisions that impact outcomes. - Relationship Management Skills - You have a track record of success building genuine trust with clients, becoming a reliable point of contact, and knowing when to escalate versus handle things directly. - Client Management Skills - You have a track record of success anticipating client needs before they surface as problems, keeping stakeholders informed, and setting clear expectations. - Renewal & Retention Expertise - You have a track record of success managing the commercial side of the client relationship — contract terms, renewal timelines, and how to build a case for continued investment. - Product Expertise - You have a track record of success guiding clients through complex products, troubleshooting issues, and connecting features to business outcomes. WHAT MAKES YOU STAND OUT - You have experience in B2B/Enterprise SaaS, FinTech, and/or Higher Education. - You’re excited to use AI as a core part of how you work. COMPENSATION AND BENEFITS This is a full-time position. Meadow wants all employees to be supported in their personal and professional development, so we take a comprehensive approach to compensation and benefits. The initial annual salary for this position is expected to range from $87,550- $136,000 USD. Actual compensation will depend on numerous factors such as: experience, knowledge and skills, qualifications, location, and other job-related factors. In addition to the chance to positively impact the world while building a company around a $600B opportunity, Meadow offers: - Competitive Salary - Competitive Equity - 401(k) Retirement Savings Plan - Subsidized Medical, Dental, and Vision Insurance (with HSA & FSA Plans Available) - Flexible Paid Time Off - Paid Company Holidays - Paid Parental Leave - 1-2 Onsites Per Year - Membership in an Ambitious, Kind, No-Drama Team We believe in hiring resourceful, curious people who are eager to learn and develop their skills. If you’re excited about this role but your experience doesn’t align exactly with the job description, we encourage you to go ahead and apply. You may be just the right candidate for this role. Meadow is proud to be an equal opportunity employer. We celebrate diversity in all its forms, and we encourage our employees to participate as their authentic selves in our work environment. We strive to build better for all, towards a more open, inclusive space. Come as you are.