Customer Success Manager

Mongoose is on a mission to change lives by making conversation intelligence accessible to all in higher education. As a Customer Success Manager, you will serve as a strategic partner to customers, helping them optimize their communication strategies and drive adoption of Mongoose’s Conversation Intelligence Platform.

Responsibilities:

• Act as the primary strategic partner for your customers, guiding them to achieve their institutional goals through effective use of Mongoose
• Lead onboarding and implementation for new customers, ensuring a smooth, structured rollout that drives early adoption and sets the foundation for long-term success
• Establish clear success plans during onboarding, aligning platform usage to customer goals and defining measurable outcomes from the start
• Own customer health by monitoring adoption, engagement, and performance trends—and proactively identifying risks and opportunities
• Conduct regular Mongoose Quarterly Reviews (MQRs) that go beyond updates to analyze performance, surface insights, and recommend actionable strategies that demonstrate measurable value
• Partner with customers to align Mongoose usage with key institutional priorities such as enrollment, retention, and student engagement
• Drive measurable improvements in customer outcomes by ensuring recommendations are implemented and results are achieved
• Analyze conversation and engagement data to identify trends, diagnose challenges, and provide clear, strategic recommendations
• Help customers evolve their communication strategies using best practices, benchmarks, and emerging AI-driven insights
• Translate product capabilities into real-world impact, ensuring customers understand not just how to use Mongoose—but how to maximize its value
• Ensure onboarding success translates into momentum, driving early wins that build confidence and long-term engagement
• Identify and shape expansion opportunities by aligning Mongoose solutions to broader institutional needs across departments
• Collaborate with Account Managers to develop and execute account strategies that support retention and growth
• Gather and elevate customer insights, success stories, and outcomes to support marketing, product development, and thought leadership
• Work hand-in-hand with Account Managers to align on customer strategies, retention plans, and expansion opportunities
• Partner with Product and Support teams to escalate customer challenges, share insights, and ensure swift resolution of any issues
• Collaborate with Marketing and Content teams to develop resources, best practices, and innovative ways to engage and educate customers
• Use engagement data, ROI analysis, and conversation insights to drive proactive, data-informed customer strategies
• Maintain accurate and thorough documentation in HubSpot, ensuring all customer interactions and insights are captured
• Identify and share trends across your portfolio to inform internal teams and contribute to continuous product and experience improvement

Requirements:

• Strong communication and relationship-building skills, with the ability to influence stakeholders and act as a trusted advisor
• A data-driven mindset with the ability to analyze trends, metrics, and insights to inform your strategies
• Experience using CRMs like HubSpot to keep detailed, accurate records
• Stellar project management skills that ensure onboarding and customer engagement efforts are executed flawlessly
• Understanding the importance of aligning with Account Managers to support retention and expansion in a consultative and value-driven way
• Experience in higher ed or SaaS is a plus
• Experience from within higher education itself, such as in admissions, advising, enrollment management, student affairs, or alumni relations