Customer Success Manager

Nelnet, through its CampusGuard division, provides information security services for various organizations. The Customer Success Manager is responsible for managing the client lifecycle, ensuring clients achieve desired outcomes from the SaaS platform, and fostering long-term client relationships.

Responsibilities:

• Lead the end‑to‑end client success lifecycle, including onboarding, success planning, ongoing engagement, and renewal support
• Develop and maintain documented client success plans with clearly defined outcomes, milestones, and adoption goals
• Monitor and assess client health using engagement data, sentiment, compliance status, and platform utilization
• Proactively identify risks, changes, or barriers to success and implement mitigation strategies
• Facilitate executive‑level business reviews that communicate progress, insights, and value delivered
• Serve as the primary strategic point of contact for clients, building trusted and long‑term relationships
• Coordinate cross‑functional delivery with internal teams to ensure timely, high‑quality execution of client engagements
• Drive platform adoption through proactive outreach, training coordination, and usage reviews
• Identify potential expansion opportunities and partner with Sales by providing contextual client insights

Requirements:

• Bachelor's degree in Business, Project Management, Information Security, or a related field, or equivalent professional experience
• Payment Card Industry Professional (PCIP) certification required within the first 12 months of employment
• 3–5 years of experience in client success, customer success, account management, or project management within a SaaS, consulting, or professional services environment
• Demonstrated experience managing client relationships and driving measurable outcomes
• Experience coordinating work across cross‑functional teams
• Client Relationship Management
• Strategic Thinking
• Cross‑Functional Collaboration
• Data‑Driven Decision Making
• Influence and Communication
• Adaptable
• Coursework or certification related to customer success, project management, or information security
• Experience supporting compliance‑driven, security, or regulated environments
• Experience working with higher education or similarly complex client organizations