Sr. Client Success Manager

Job description

Who We Are: HelioCampus was founded with the purpose of helping college & university leaders navigate today’s growing pressures. As one of EdTech’s most steadily growing companies, our roots in higher ed ground us in the critical nature of this work. What We Do: We help our clients navigate today’s high stakes with data and Institutional Performance Management practices. Together with our clients, we chart a path to sustainability by borrowing practices from the most successful businesses. How We Do It: We approach our work with a “we’re on it” attitude that the higher ed community has come to know and expect from our team. We’re data geeks to our core, committed to simplifying the toughest challenges and operating with transparency. Our most successful team members are change agents who love a challenge. How You'll Help: The Sr. Client Success Manager (Sr. CSM) combines relationship management and sales roles to ensure client renewal, up-sell, and cross-sell goals are achieved across assigned clients. This person will provide the short and long-term success, satisfaction, and reference-ability of HelioCampus clients across all phases of the client life cycle. This team member will become a primary contact at HelioCampus that will persist as the clients move through kickoff, implementation, and operational phases and work across multiple stakeholders internally and externally. As the primary point of contact, the Sr. CSM will ensure consistent communication and expectation setting as well as any necessary escalations that might be required. What You Will Do: Responsible for renewal targets and upsell/cross-sell of additional products to a defined book-of-business. Manage and maintain client health via regular business reviews with a defined set of named accounts. Smooth and efficient transition of new business (prospects and clients) workflow from Sales to Implementation Team. Primary point of accountability and/or escalation for select enterprise and strategic customers. Drive customer success through initial onboarding, implementation, analysis services account phases. This is done in close coordination with other account team members depending on the client lifecycle phase. Work one-on-one with clients, guiding them through the customer journey and fostering positive connections. This includes defining and managing a roadmap for each client’s analysis, data science priorities, and/or institutional assessment. Cultivate close relationships with client institutions’ HelioCampus champion and executive contacts to establish analysis priorities, institutional assessment roll-out/adoption, and/or strategic analysis specific to our benchmarking clients. Build referenceability of clients and encourage them to participate in HelioCampus product development partnerships and industry events Ensure and monitor proper delivery and effectiveness of account and team performance through the use of internal tracking reports and KPI dashboards (ARR, adoption and usage, customer satisfaction, account health, service hour utilization, etc.) Identify and target revenue opportunities to upsell and cross-sell within existing accounts Partner in the development of content, communication, and training to improve customer success productivity Collaborate cross-team with Sales, Product Management, Technical Development, and within Client Services to streamline workflows and create a seamless customer experience Identify opportunities and areas of improvement for customer retention initiatives and trends in customers to help determine strategy and process improvements Work with Operations to ensure timely billing, payment response, manage contract changes You Will Be a Good Fit For This Role If You Have: 4-5 years’ Account Management or Customer Success experience working with high-touch, enterprise-level accounts Able to communicate technical concepts accurately and clearly Excellent planning and organizational skills Outstanding interpersonal skills and ability to communicate clearly and effectively (both written and verbal) to stakeholders at all levels of an organization (including executive level and at cabinet-level presentations). Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail Proven track record in renewal management and revenue expansion. Ability to travel to client sites as needed. Nice To Have’s Include: Higher Education industry knowledge and the understanding of current institutional challenges, organizational and reporting structures, functional and organizational hierarchy roles and responsibilities across academic, administrative, and operational units Experience in analytics, business intelligence, and institutional effectiveness Experience in software implementation/consulting services or equivalent experience working within the Ed Tech industry (SIS, LMS, CRM) Analytically minded to be able to leverage data to drive decisions and recommendations is highly desired. A Note on AI in Our Hiring Process: We are an AI-forward company and champion the smart use of technology. However, our hiring process is designed to evaluate your personal capabilities, critical thinking, and lived experience. Please ensure your resume, application materials, and interview responses are your own and not generated by AI. Show us your raw talent and your genuine experience, that is the person we want to join our team. Location: This specific role is primarily remote, with occasional travel to an office or client site. US East Coast working hours are required, and a strong preference is given to candidates who can easily travel to our Chapel Hill, NC or Bethesda, MD offices for occasional in-person work. Compensation and Benefits: Flexible work schedule, 18 PTO days on day one with additional PTO per year. Fifteen (15) paid holidays, medical/dental/vision coverage, parental leave, 401K with match, company events, referral bonus, professional development opportunities, home office perks, and two office locations. What Sets Us Apart: 1. Commitment to Higher Education: We believe that serving higher ed makes the world a better place. This drives our desire to deliver high-quality products and services to help higher education institutions serve their students and communities. 2. Flexibility to Fit Your Life: HelioCampus employees enjoy the autonomy, freedom, and trust of a remote-first working environment. We embrace an “on it” mentality both in and out of the workplace, and employees are supported in pursuing personal and professional passions. 3. A Community of Bright Minds with Big Hearts: HelioCampus hires curious and talented practitioners who bring a diversity of thought and genuine care for one another and our clients to work every day. Our team members are more than a job description and are encouraged to show up as their full and authentic selves. What We Believe: HelioCampus is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Disclaimer: The list of responsibilities described above is not comprehensive. Other tasks not mentioned here may be required. Changing business conditions may trigger changes to job responsibilities. This job description is not an employment contract. Physical Qualifications: This position requires the following physical qualifications to support a productive remote work environment. We are dedicated to providing reasonable accommodations for individuals with disabilities to perform the essential functions of this role. If you require accommodations, please discuss this during the application process. Vision: Sufficient visual acuity to read documents, view computer screens, and engage in tasks that require attention to detail. Hearing: Ability to communicate effectively in person (as applicable) and via phone or video conferencing, ensuring clear understanding of verbal instructions. Fine Motor Skills: Proficient use of hands for typing, using a mouse, and managing office equipment such as printers and scanners. Lifting: Occasional lifting of up to 10 pounds (e.g., office supplies or equipment).