Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Mongoose

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Mongoose is a Conversation Intelligence Platform designed specifically for higher education, enabling institutions to enhance enrollment, student success, and alumni engagement through empathetic and AI-powered communication. It provides tools for real-time, two-way conversations via text, chat, and WhatsApp, transforming how colleges and universities interact with students and alumni. By leveraging data-driven insights, Mongoose helps institutions improve engagement, retention, and fundraising outcomes while maintaining compliance and ensuring secure communication.

📋 Description

• Act as the primary strategic partner for customers and guide them toward institutional goals using Mongoose • Lead customer onboarding and implementation • Establish success plans aligned with customer goals and measurable outcomes • Monitor adoption, engagement, performance trends, customer health, risks, and opportunities • Conduct Mongoose Quarterly Reviews and provide actionable, value-demonstrating strategies • Align platform usage with enrollment, retention, and student engagement priorities • Analyze conversation and engagement data and provide strategic recommendations • Help customers improve communication strategies using best practices, benchmarks, and AI-driven insights • Translate product capabilities into measurable customer impact • Identify expansion opportunities across institutional departments • Collaborate with Account Managers on retention, growth, and account strategies • Gather customer insights and success stories for marketing, product development, and thought leadership • Partner with Product and Support teams to escalate challenges and resolve issues • Collaborate with Marketing and Content teams on customer resources and engagement • Maintain comprehensive customer documentation in HubSpot • Share portfolio trends with internal teams to improve products and customer experience

🎯 Requirements

• Experience in higher education, such as admissions, advising, enrollment management, student affairs, alumni relations, or a similar function, is valued • Experience as a customer or client success professional is applicable • Ability to drive adoption and interpret engagement data • Ability to guide institutions in optimizing communication strategies • Ability to build trust-based customer relationships • Analytical thinking and relationship-building skills • Ability to use best practices, benchmarks, and AI-driven insights • Ability to collaborate with Account Management, Product, Support, Marketing, and Content teams • Ability to use HubSpot for customer documentation • Ability to analyze engagement data, ROI, and conversation insights

🏖️ 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