Customer Success Manager

eLumen is seeking to hire a full-time Customer Success Manager (CSM) to join our team. The successful applicant will work directly with strategic college and university administrators to set goals, metrics, and action plans to provide increasing value to our partner institutions. An eLumen CSM understands the higher education technology market, specifically assessment, planning, curriculum and academic catalog dimensions of an institutional setting and can engage administrators, staff and faculty in a strategic conversation. An eLumen CSM thinks systemically about the interdependencies between institutions and leads the engagement of formal and informal system-wide leadership.

Responsibilities

• Work with key strategic institutions and systems to promote their success and promotion in critical markets
• Manage institutions through an annual cycle or goal setting, progress monitoring, and action planning
• Coordinate with support developers and support to provide predictable delight to faculty and administrators
• Become an expert in eLumen and the work of higher education in strategic planning, curriculum, and assessment
• Identify areas for further training and technical services
• Identify patterns within and across clients and work with the Success, Product, and Training teams to formulate and enact solutions and strategies
• Work with teams to establish critical goals, or other key performance indicators and aid the company and the customer in achieving their goals.
• Be a team contributor while meeting your personal objectives
• All other duties as assigned

Experience

• Masters Degree in Education or related field is preferred
• 5+ years of relevant experience.
• Experience in higher education assessment, curriculum, or accreditation leadership
• Prior experience in higher education Customer Success a plus
• Proficient in Google Docs/MS Office software.
• Proficient in video conferencing software.

Mindset

• Impeccable written and verbal communication skills.
• Strong team player but still a self-starter.
• Thrives in a dynamic environment and can adjust priorities on-the-fly.

• You’re driven: No one needs to push you to excel; it’s just who you are.
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
• You want to help and serve our customers: They win, so you win.
• You like to learn by doing. You are ready to get your digital fingers dirty and play in the app.

eLumen is a venture capital backed education technology software company that works closely with institutions to help them connect people and processes that lead to greater student success through best practices consulting and data-driven solutions development. Our vision is helping institutions put new possibilities for sustainable, continuous improvement in place; and turn bureaucratic processes into tools for student success guided by some of the largest institutions in the U.S. and the World.

eLumen offers a generous PTO (unrestricted) and sick time benefit, a comprehensive health and dental plan (including FSA options), life insurance, and a retirement savings plan.

COVID 19 Vaccination: All employees meeting face-to-face with other employees or traveling to clients are required to show proof of COVID-19 vaccination. (exemption accommodations can be requested)