Customer Success Manager; Education

Position: Customer Success Manager (Education-01.2026)

Description (Position Summary)

The Customer Success Manager (CSM) leads account, relationship management, and renewals after the initial sale of Echo
360 products and services for higher education and corporate enterprise accounts. The CSM works closely with colleagues in sales and marketing to drive adoption, retention, expansion, and overall customer success with Echo
360.

The CSM will focus on adoption and renewal of the Echo
360 product portfolio (Echo system) as the key driver of customer satisfaction and retention.

Primary CSM accountabilities include

Actively promoting new product offerings and features to accelerate adoption and drive usage growth.

Managing and renewing existing account relationships.

Maintaining a high level of customer satisfaction and driving referential opportunities for other accounts in the North America region.

Characteristics of the person succeeding in this role

• Drive: positive, optimistic person who thrives in a high performing, execution-centric, high velocity (fast) team culture.
• Accountability: do what it takes attitude and detail-oriented nature.
• Strategy: ability to think strategically, aligning company and customer goals.
• Customer-Centric: mindful of the end-to-end customer experience, journey, and needs.
• Servant-Leader: an expert in capabilities, oriented to serve.
• Collaboration & communication: engaging, energized, well-spoken in verbal and written form. Ability to work cross functionally within the organization.
• Tech savvy: understanding of how a SaaS company operates and delivers value to customer use cases.

The principal responsibilities of this role include Account Management & Renewals

Proactively drive and execute customer retention and renewal strategies, mitigating churn and ensuring continued adoption of Echo
360 solutions.

Showcase product value and ROI through data-driven insights and strategic alignment with client goals.

Relationship Management

Serve as the primary point of contact for a portfolio of Echo
360 customers, fostering strong long-term relationships and acting as a trusted advisor.

Regularly engage with clients to understand their needs, challenges, and opportunities, and provide proactive support and solutions.

Conduct regular check‑ins to gather feedback, measure satisfaction, and address any concerns escalating issues to senior management for visibility and action.

Product Expertise & Enablement

Develop an in-depth understanding of Echo
360 products, features, capabilities, use cases, workflows, and benefits.

Stay up to date with product updates and developments to effectively communicate the Echo system’s value to clients.

Conduct product demonstrations and showcase how the platform can address specific educational challenges.

Partner with product and engineering teams to identify areas for product improvement and include customers in ongoing product user group and beta offerings.

Data Analysis & Performance Reporting

Analyze user data and generate actionable insights to inform health/risk vectors for customers in your portfolio.

Create and deliver regular performance reports to clients, highlighting key metrics and demonstrating the impact of the platform on their educational initiatives.

Conduct quarterly business reviews of key metrics including usage, support tickets, trend analysis, strategic alignment, and goal setting.

The ideal candidate for this role will have/be

Bachelor’s degree (preferred), graduate degree (a plus)

5 years related professional experience in consultative sales or account management or customer success

Experience with Cloud/SaaS Applications

Academic technology, eLearning, or instructional design (a plus)

Outstanding verbal and written communications skills

Well-organized self-starter, able to handle multiple tasks with minimal oversight

Working knowledge of educational Learning Management Systems

Technically savvy individual who can master and demonstrate Echo
360 products

Proficiency using CRM and Customer Success tools, preferably Salesforce and Gainsight

Strong team player who can effectively collaborate and lead activities with the overall territory team

Willingness/availability to travel

Additional Job Details

This position is FULLY…