Customer Success Manager

Note:

By applying to this position your application is automatically submitted to the following locations:
Crystal City, VA

At 2U, we are all in on purpose. We are motivated by our mission – to make learning limitless– and connected by our shared passion to deliver world-class higher education  the parent company of edX, a leading online learning platform, 2U powers thousands of higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives.

The Customer Success Manager (CSM) drives customer success by delivering value, maximizing utilization, and fostering long-term partnerships. As the central point of contact for assigned accounts, the CSM ensures a seamless journey from onboarding to renewal. This role blends operational excellence, data-driven insight, and strategic consultation to build strong customer relationships, enhance learning outcomes, and contribute to revenue retention and growth.

To ensure that customers effectively implement and derive maximum value from their educational solutions. This involves proactive engagement, strategic advisement, operational support, and collaboration to drive usage, satisfaction, retention, and expansion.

• Guide new customers through a seamless onboarding experience.
• Define customer goals and create tailored success plans.
• Track adoption, engagement, and performance metrics; deliver insights to improve outcomes.
• Deliver Executive Business Reviews (EBRs), sharing progress against KPIs and recommendations for growth.
• Host targeted training for administrators and learners, including product updates and platform walkthroughs.

• Act as the customer’s strategic advisor and internal advocate.
• Conduct proactive check-ins and engagement touchpoints per account tier.
• Monitor usage, pacing, and learner performance to identify risks and trends.
• Provide content curation and make data-informed course recommendations.
• Collaborate with clients to align edX solutions with their goals, sharing best practices and guidance.

• Partner with Sales to support renewal and upsell opportunities.
• Develop retention strategies for customers approaching renewal.
• Share insights and recommendations that demonstrate impact and ROI.

• Maintain accurate CRM records, account plans, and meeting notes with weekly updates.
• Engage cross-functionally with Support, Sales, Marketing, Product, and Solutions to deliver a consistent customer experience.
• Identify and evolve client issues or needs appropriately.
• Contribute to internal knowledge bases and share best practices during team forums.
• Record and tag client meetings using internal platforms (e.g., Kaia).
• Participate in strategic planning and feedback loops to continuously improve customer experience and internal processes.

* The responsibilities outlined above represent the general expectations for the Customer Success Manager role. However, these may evolve based on business needs. At this level, CSMs may be required to focus on specific areas, such as onboarding, partnerships, strategic advisement, or renewal support, to provide specialized expertise and meet organizational priorities.

• 5+ years of experience in Customer Success, Client Services, or Learning & Development.
• Strong relationship-building, communication, and presentation skills.
• Analytical mindset with a passion for problem-solving and data-driven decision-making.
• Experience with CRM systems (e.g., Salesforce), customer engagement tools, and reporting dashboards.
• Ability to thrive in a fast-paced, cross-functional environment.

• Familiarity with educational technology or SaaS-based models is preferred.

While this position is open to remote candidates across the U.S., we will prioritize those who live in the Washington-Baltimore metropolitan area…