Customer Success Manager (Northeast)
Remote · United States
Job Summary
Customer Success Manager responsible for onboarding and implementing Lumen courseware, managing a portfolio of faculty and department leaders to ensure effective deployment and student success, driving 100%+ net revenue retention, identifying expansion opportunities, and collaborating with Sales, Product, and Marketing. Will document activities in HubSpot, travel for campus visits 2-3 times per Fall/Spring terms, and participate in an annual company meeting. Requires relationship-driven mindset, excellent communication, project management, and the ability to work independently within a cross-functional team to support customer outcomes and retention.
Required Qualifications
- Relationship Driven: demonstrated ability to develop and manage direct customer relationships in B2B/eLearning/SaaS environments
- Learning and Solutions Advocate: passion for student success, technology, and learning
- Communicator: exceptional communication, interpersonal, analytical, and problem-solving skills
- Detail Oriented: ability to master technical nuances of courseware and act as a customer partner
- Project Management: strong ability to manage onboarding and use of courseware solutions
- Independent Worker: able to work independently and collaboratively in a team
- Identifies Trends: track and synthesize customer feedback to inform product/marketing
- Travel readiness: able to travel for campus visits and attend company meeting
- Customer onboarding and implementation experience
- Account management and renewal/expansion focus
- Knowledge of LMS/eLearning or SaaS deployment and adoption strategies
- HubSpot or CRM proficiency
- Cross-functional collaboration with Sales, Product, and Learning teams
- Strong organizational and documentation skills
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