Customer Success Manager

At Mongoose, we believe every conversation matters.We’re on a mission to change lives by making conversation intelligence accessible to all in higher education. Our purpose? To move people forward. Whether it’s helping a student navigate their first semester, connecting alumni with meaningful opportunities, or ensuring parents feel informed and supported—our AI-enabled platform drives compliant, empathetic, and impactful conversations that build trust and foster success campus-wide.We know that conversations aren’t just a feature—they’re the foundation of connection. That’s why we focus on delivering insights, relevance, empathy, scale, and trust in everything we do. At Mongoose, we’re transforming communication in higher ed because we believe reputation is a mutual responsibility, and the right insights fuel measurable outcomes.Join us and be part of a team that’s making a real difference in education—one conversation at a time.As a Customer Success Manager, you’ll serve as a strategic partner to your customers—helping them translate communication into measurable outcomes. Your mission is to drive adoption, interpret engagement data, and guide institutions in optimizing their communication strategies using Mongoose’s Conversation Intelligence Platform.You will play a critical role from day one—leading customers through onboarding and implementation to establish a strong foundation for long-term success, and continuing to deliver insights, influence strategy, and demonstrate ongoing value throughout the customer lifecycle. You’ll build strong, trust-based relationships with customers—combining data-driven insights with a deep understanding of their unique challenges.In close partnership with Account Managers, you’ll help identify growth opportunities, mitigate risk, and position Mongoose as a critical, campus-wide solution.If you’re someone who combines relationship-building with analytical thinking and enjoys turning data into action, this is the role for you.What You'll Do:Be the Ultimate Customer AdvocateAct as the primary strategic partner for your customers, guiding them to achieve their institutional goals through effective use of MongooseLead onboarding and implementation for new customers, ensuring a smooth, structured rollout that drives early adoption and sets the foundation for long-term successEstablish clear success plans during onboarding, aligning platform usage to customer goals and defining measurable outcomes from the startOwn customer health by monitoring adoption, engagement, and performance trends—and proactively identifying risks and opportunitiesConduct regular Mongoose Quarterly Reviews (MQRs) that go beyond updates to analyze performance, surface insights, and recommend actionable strategies that demonstrate measurable valueDrive Strategic Value & OutcomesPartner with customers to align Mongoose usage with key institutional priorities such as enrollment, retention, and student engagementDrive measurable improvements in customer outcomes by ensuring recommendations are implemented and results are achievedAnalyze conversation and engagement data to identify trends, diagnose challenges, and provide clear, strategic recommendationsHelp customers evolve their communication strategies using best practices, benchmarks, and emerging AI-driven insightsTranslate product capabilities into real-world impact, ensuring customers understand not just how to use Mongoose—but how to maximize its valueEnsure onboarding success translates into momentum, driving early wins that build confidence and long-term engagementFuel Growth Through Insights and AdvocatesIdentify and shape expansion opportunities by aligning Mongoose solutions to broader institutional needs across departmentsCollaborate with Account Managers to develop and execute account strategies that support retention and growthGather and elevate customer insights, success stories, and outcomes to support marketing, product development, and thought leadershipCollaborate for Seamless SuccessWork hand-in-hand with Account Managers to align on customer strategies, retention plans, and expansion opportunitiesPartner with Product and Support teams to escalate customer challenges, share insights, and ensure swift resolution of any issuesCollaborate with Marketing and Content teams to develop resources, best practices, and innovative ways to engage and educate customersLeverage Data for ImpactUse engagement data, ROI analysis, and conversation insights to drive proactive, data-informed customer strategiesMaintain accurate and thorough documentation in HubSpot, ensuring all customer interactions and insights are capturedIdentify and share trends across your portfolio to inform internal teams and contribute to continuous product and experience improvementWhat You'll Bring to the Table:Customer-First & Outcome-Oriented  MindsetYou thrive on helping others succeed and know how to create value for customers at every stage of their journeyStrong communication and relationship-building skills, with the ability to influence stakeholders and act as a trusted advisorStrategic & Analytical ThinkerYou think proactively and strategically, anticipating challenges and guiding customers toward better outcomesA data-driven mindset with the ability to analyze trends, metrics, and insights to inform your strategiesOrganized & Detail-OrientedYou’re a master of organization, with experience using CRMs like HubSpot to keep detailed, accurate recordsStellar project management skills that ensure onboarding and customer engagement efforts are executed flawlesslyCollaborative & Growth-MindedYou understand the importance of aligning with Account Managers to support retention and expansion, in a way that feels consultative and value-drivenExperience in higher ed or SaaS is a plus—but curiosity, adaptability, and a willingness to learnA Note on Backgrounds: We deeply value experience from within higher education itself. If you've spent your career on a college or university campus—in admissions, advising, enrollment management, student affairs, alumni relations, or a similar function—we encourage you to apply, even if you haven't held a traditional customer or client success title. The empathy, institutional fluency, and stakeholder savvy you've built working in higher ed translates directly to the work we do, and we're committed to supporting the transition into a CSM role for the right candidate.Why You'll Love it Here:You’ll join a team passionate about making meaningful connections in higher education and changing lives through smarter communication. We’re all about collaboration, growth, and doing work that truly makes a difference.Over 4,000 teams across more than 950 higher education institutions partner with Mongoose to Make Every Message Count™. Our SaaS platform helps colleges and universities drive engagement at every stage of the student lifecycle, from admissions to alumni relations.Our values define us, and we celebrate diversity in all its forms. If you don’t meet 100% of the qualifications listed but believe you can make an impact, we encourage you to apply. We value diverse perspectives and are eager to hear what you can bring to our team.We Offer:Comprehensive medical, dental, and vision coverage401K with company match: 100% of the 1st 3% and 50% of the next 2%Flexible PTOCompetitive Leave Policies13 paid holidays, including a week off between Christmas and New Year’sThe total on-target earnings (OTE)  for this role is $75,000 ($65,000 base with $10,000 variable).This role is fully remote with standard working hours in the Eastern Time Zone.To Apply:If this sounds like your kind of challenge, let’s talk! Apply today and help us move people forward, one conversation at a time.At Mongoose, we believe that diversity drives innovation, and inclusion builds stronger teams. We are proud to be an equal opportunity employer and are committed to creating a workplace where everyone feels valued and empowered. We welcome applicants of all backgrounds, experiences, and perspectives, and we do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic. If you need accommodations during the application process, please let us know—we’re here to help.