Senior Customer Success Manager (100% remote, Must be in EST/CST)

About Ellucian

Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

Values Rooted in Purpose

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About The Opportunity

Ellucian is seeking to hire a Senior Customer Success Manager to the Customer Success organization. The Senior Customer Success Manager (CSM) is responsible for driving long-term customer relationship success, primarily ensuring the adoption of Ellucian offerings within a defined set of customers. They will serve as a primary point of contact, representing a strategic segment of customers and collaborating with the account team to support customers on their overall transition to SaaS and modernization. The CSM will build strong customer relationships and become a strategic, trusted advisor to the customer and the institution.

Where you will make an impact

• Evangelize capabilities and benefits of Ellucian Solutions and overall customer modernization.
• Ensure that customers are satisfied with projects and service delivery. Ensure schedules and budgets are met according to contractual agreements and meet customer expectations.
• Support overall customer retention, including supporting the renewal process.
• Partnering with Field Sales on cross-sell/up-sell opportunities.
• Engage with customers to ensure the successful use and adoption of their Ellucian Solutions using our customer goal’s structure driving toward SaaS readiness.
• Conduct regularly scheduled communications with customer influencers and decision-makers.
• Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan.
• Customer Advocacy; secure and maintain customer references.
• Track and enter data into systems of record; report, manage system configuration, and update customer information.
• Conduct business reviews with customers, showing them the value of the Ellucian systems they own. Collaborate with customers to mitigate any risks and work across teams to build out strategies to support the customer capabilities of their existing tool set.
• Deep understanding of enterprise solutions.
• Serve as the escalation point for communications and issues.
• Interact with key influencers and decision-makers within assigned customer portfolios.
• Assume leadership roles such as mentoring, owning highly-visible customers, and partnering with key stakeholders to generate and secure incremental business.
• Leverage the CSM support applications as needed to track interactions.
  
  

What You Will Bring

• Experience working as a Senior CSM for a SaaS firm where they have worked with customers that are moving to SaaS
• 3 to 5 years of experience in a related industry preferred (software industry)
• 3 to 5 years of experience managing critical customer issues with senior management preferred.
• 3 to 5 years of experience as a relationship or customer success manager preferred.
• Knowledge of higher education preferred.
• Must have the ability to collaborate with multi-functional teams in virtual and face-to-face environments.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
• Excellent presentation skills
• Excellent problem-solving and critical thinking skills
• HIGHER ED EXPERIENCE IS A HUGE PLUS
  
  

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
• Headspace Care (mental health)
• Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy- caregiver supporq
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
• Education Assistance Program
• Professional development opportunities