Enterprise Customer Success Manager

Enterprise Customer Success Manager

As an Enterprise Customer Success Manager (CSM), you will be the primary customer-facing partner for a portfolio of higher education clients. You will ensure that our solutions drive adoption, retention, and measurable institutional impact. This role requires strategic thinking, executive relationship management, and a deep understanding of the challenges facing higher education.

This is a fully remote role and can be held by an employee living in the United States.

Mission & Goals

• Maximize customer satisfaction and product adoption
• Prevent churn and drive renewal and expansion
• Act as a trusted strategic advisor

Responsibilities

• Own a portfolio of high-value enterprise accounts
• Deliver QBRs, success plans, and strategic check-ins
• Identify risks, expansion opportunities, and champions
• Collaborate cross-functionally to solve customer issues

Main Tasks

• Monitor health scores and engagement metrics
• Guide customers through adoption and business reviews
• Document success plans and account activity
• Execute renewal and expansion opportunities

Qualifications

• 3+ years of B2B SaaS Customer Success experience
• Ability to juggle multiple priorities while maintaining a strong customer focus
• Strong relationship-building
• Strong communication and negotiation skills
• Experience with executive stakeholder engagement
• Strategic thinking and planning
• Experience using digital engagement platforms (email marketing tools, CRM, CS software such as Gainsight
• Comfortable using customer segmentation, data analysis, and playbooks to drive decisions
• Collaborative spirit with a bias toward action, efficiency, and continuous improvement

Preferred:

• EdTech or Higher Education experience
• Experience working within AI platforms, dashboards, and reporting

At Gravyty, we are redefining how higher education, K-12, and nonprofits engage students, alumni, and donors. Our AI-powered platform transforms engagement by breaking down data and technology silos, creating a seamless experience across the entire lifecycle—from student success to alumni and donor relationships. Trusted by over 2,750 institutions and organizations, Gravyty powers more than 25.5 million interactions annually, driving better outcomes, greater efficiency, and stronger connections.

Our global team of 150+ passionate professionals is united by a shared commitment to innovation, excellence, and making a real impact. If you're looking to be part of a dynamic, purpose-driven company, Gravyty is the place for you.

We offer competitive benefits, employer-matched retirement plans, flexible time off, and a supportive environment where your contributions make a difference.

We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the hiring process, please let us know, and we will work with you to meet your needs.