Customer Success Manager

Customer Success Manager

Company: Scholarly Software

Location: Denver or Seattle metro area

Compensation: $70,000 - $100,000 annual salary, based on experience

About Scholarly

Scholarly is building the next generation of AI-powered software for higher education with a faculty-first focus. As institutions face a wave of digital transformation, our mission is to become the AI-native system of record for faculty data. Our platform unifies fragmented workflows into a single, intelligent system - powering annual reviews, promotion & tenure, appointment tracking, and more - while eliminating manual data entry and improving decision-making for institutions. We're a mission-driven, product-focused team shaping the future of higher education.

Position Overview

Scholarly is looking for a motivated and detail-oriented Customer Success Manager (CSM) to join our growing team. This is an ideal opportunity for someone who thrives in collaborative, fast-paced environments and is passionate about supporting customers in achieving long-term success.

You will work closely with and report directly to our Head of Customer Success, supporting university administrators and faculty throughout their lifecycle with Scholarly. This includes onboarding new customers, providing ongoing support, managing relationships, and helping institutions effectively use our platform. You'll play an important role in ensuring our customers feel confident and empowered – while learning from a seasoned team in a mission-oriented startup.

Key Responsibilities

Onboarding & Training Support

• Support the onboarding and implementation process for new institutions
• Customize training plans and materials to meet institutional goals
• Assist with system configuration, data entry, and documentation

Customer Support & Engagement

• Serve as a helpful and reliable point of contact for day-to-day questions
• Troubleshoot issues and collaborate with the broader team to resolve them
• Help customers navigate the platform and optimize their workflows

Relationship Management

• Develop strong relationships with institutional partners
• Monitor usage and proactively surface opportunities to drive adoption
• Support customer retention and satisfaction through regular touchpoints

Product Collaboration

• Collect and document feedback to inform product improvements
• Participate in product testing and QA for customer-facing features

Qualifications

• Bachelor's degree required
• 3+ years of experience in a customer-facing role (e.g., support, onboarding, account management, or training), ideally in SaaS, EdTech, or higher education
• Strong written and verbal communication skills, with a friendly and professional demeanor
• Excellent organizational skills and attention to detail
• A proactive mindset with a willingness to learn and take initiative
• Aptitude for learning new technologies and explaining them to others; familiarity with SaaS platforms a plus
• Comfortable working with data in a variety of formats and supporting data integrations into software systems
• Experience in higher education, faculty affairs, or EdTech customer success is a plus
• Located in the Denver metro area

Why Join Scholarly

• Play a key role in supporting mission-driven innovation in higher education
• Learn directly from experienced leaders in customer success and implementation
• $70,000–$100,000 salary depending on experience
• Health, dental, and vision insurance
• Equity in a fast-growing startup
• Modern office environment with hybrid in-person office culture
• Supportive, collaborative, and inclusive team

If you're passionate about building strong relationships, solving meaningful problems, and helping higher education institutions modernize their operations, we'd love to hear from you!

Scholarly is an equal opportunity employer. We are committed to building an inclusive workplace that welcomes people of all backgrounds, identities, and experiences.