Customer Success Manager

About the Company

Unibuddy is rethinking how higher education institutions connect with and support students. Since launching in 2017, the company has scaled quickly and now partners with more than 500 universities and colleges across 35 countries, including Boston University, the University of Southern California, NYU, the University of Arizona, the University of Calgary, and the University of Alberta. Backed by more than $33M in funding, the business is focused on helping 10 million students make better decisions about their higher education journey. The U.S. is its biggest growth market, making this position especially important.

Role Overview

The Customer Success Manager for North America will focus on driving adoption and successful implementation of Unibuddy's Chat, Community, and Assistant products across a portfolio of accounts. The renewal process itself is handled by Account Management, but this role strongly influences renewal results by improving product usage, proving value, reducing risk, and spotting expansion opportunities. The CSM will manage relationships across multiple levels within each account and serve as the main partnership contact. Strong performance can lead to progression into a Senior CSM role and help shape how Customer Success is run in North America.

What You Will Do

• Lead strategic account planning and engage stakeholders so customer goals stay aligned with institutional priorities.
• Work closely with Account Management to support renewals and expansion by providing value stories, risk updates, and renewal readiness materials.
• Create ROI evidence and value narratives that the Account Management team can use in customer discussions.
• Own the implementation journey for Chat, Community, and Assistant, guiding clients from kickoff through adoption.
• Review product usage and engagement trends to uncover ways to improve adoption and retention, then pass expansion opportunities to Account Management with context.
• Run recurring business reviews and monitor success plans for Tier 1 accounts, with a quarterly rhythm for Tier 2 accounts.
• Train customers on the product and share resources that help them get the most from the platform.
• Keep health indicators current, identify risks or blockers early, and send mitigation plans to Account Management.
• Develop durable relationships across different levels of an institution so the partnership is not dependent on one contact.
• Maintain CRM records in Salesforce with accurate updates, engagement notes, and key account information.

What Success Looks Like

• Improved net and gross revenue retention through better adoption, stronger value delivery, and early risk mitigation.
• Timely and accurate renewal readiness materials and risk insights shared with Account Management.
• High-quality ROI proof points and value narratives that help support customer conversations.
• Strong executive-level engagement across the account base.
• Faster onboarding and shorter time-to-value for customers.

Skills and Experience We’re Looking For

• Ability to build trust and relationships with multiple stakeholders across an institution.
• Skill in creating forward-looking success plans that reflect institutional priorities.
• Disciplined operational habits, including strong CRM hygiene and dependable reporting.
• Comfort working with data to assess health, usage, and early warning signs.
• Clear communication and persuasive storytelling, especially with senior executives.
• Strong collaboration skills across Account Management, Product, and Support teams.
• Commercial judgment to frame value and risk in a way that supports renewal conversations without owning negotiation.
• Excellent organization and time management across a portfolio of accounts.

Compensation and Benefits

The role offers a competitive base salary with OTE. Benefits include 25 days of PTO, U.S. national holidays, and 3 additional special days. The package also includes enhanced maternity, paternity, and adoption leave; medical, dental, and vision insurance with family contributions; life insurance; a 401(k) with a 6% employer match; mental health support; and a MacBook or PC plus home office setup assistance. You’ll also join a supportive and high-performing team.

Location

This is a remote role based in the United States, with preference for candidates working EST hours.

Hiring Approach

The company encourages applicants to apply even if they do not meet every requirement, especially those from groups that may hesitate to apply unless they match each criterion. Candidates who connect with the mission and values are invited to submit an application.

Contact

If you have questions, you can reach the People Experience team at [email protected].