Edtech.com's Summary

Terra Dotta is hiring a Customer Success Manager. This role focuses on owning assigned customer accounts by driving renewals, managing enterprise risks, coordinating cross-functional teams, and ensuring customer success through strategic engagement aligned with operational realities.

Highlights

Own the end-to-end renewal process and retention strategy for assigned accounts.
Serve as the sole accountable owner for customer relationships, ensuring coordinated enterprise engagement.
Lead strategic customer engagement based on actual product workflows and operational priorities.
Monitor and manage customer health and enterprise risk across multiple dimensions.
Conduct Quarterly Business Reviews and maintain executive-level engagement.
Drive cross-functional alignment and follow-through across Product, Support, Enablement, Implementation, and Sales.
Manage escalations and incidents end-to-end, focusing on root-cause analysis and prevention.
Requires 5+ years of experience in higher education, global education, or customer success roles with complex organizations.
Familiarity with CRM and customer success platforms such as Salesforce and ChurnZero.
Bachelor’s degree preferred and willingness to travel up to 20% for client engagements.

Customer Success Manager Full Description

Customer Success Manager

ABOUT TERRA DOTTA:
Terra Dotta is a global software company that provides more than 700 organizations with software that allows them to manage international education programs. Terra Dotta offers an exciting workplace dealing with organizations worldwide and working with staff who have worked, lived, and studied around the globe. We foster internationalization for incoming and outgoing teams, faculty, and students, increase travelers’ safety and reduce organization liability.

OUR VISION:

Transforming the future through global connections today.

OUR MISSION:

Develop innovative solutions that delight and empower international educators by expanding their global impact, fostering life-changing cultural exchanges, and preparing students to flourish in a global community.

The Role:

As a Customer Success Manager, you love working with people, cultivating long-lasting relationships and new, existing customers and internal stakeholders. The Customer Success Manager serves as the single accountable owner for assigned customer accounts. This role operates as a strategic partner, credibility carrier, and execution leader for institutions navigating constrained staffing, budget pressure, regulatory complexity, and heightened expectations to do more with less.

The role requires grounding all engagement in the customer’s day-to-day operational reality and building trust through visible ownership, transparency, and follow-through. Our customer’s ability to successfully use our products drives our success and you embrace the opportunity in being a catalyst in them meeting their goals.

Customer Success is a company-wide responsibility at Terra Dotta; however, the Customer Success Manager holds clear accountability for driving alignment, enforcing follow-through, and ensuring commitments are delivered consistently across all internal teams.

Key Responsibilities

Renewals and Commercial Ownership
Own the end-to-end renewal process for assigned accounts, including retention strategy, risk identification, and timely execution. Surface renewal risks early and manage expectations transparently, especially when product or operational gaps exist. Partner with Sales on expansion, upsell, and contract alignment when appropriate, ensuring commercial discussions reflect delivered and achievable value.
Single-Threaded Account Ownership
Act as the sole accountable owner for the overall customer relationship and enterprise experience. Ensure Terra Dotta presents as one coordinated enterprise partner rather than a collection of disconnected functions. Eliminate ad hoc or uncoordinated outreach by aligning internal engagement to agreed-upon roles, contacts, and communication protocols.
Product-in-Context Strategic Leadership
Lead customer engagement grounded in actual workflows, site configuration, and operational use cases rather than generic best practices. Distinguish clearly between temporary workarounds and durable solutions, supporting informed planning and sequencing. Connect product direction and roadmap context to the customer’s most pressing operational priorities.
Customer Health and Enterprise Risk Management
Monitor customer health cumulatively across product usage, support history, incidents, sentiment, and engagement. Identify enterprise-level risk early and take ownership of stabilization plans rather than treating issues as isolated tickets.
QBRs and Executive Engagement
Lead Quarterly Business Reviews. Use structure for discipline while centering discussions on changes since the previous engagement, ongoing areas of operational compensation, and clear commitments with named owners and timelines.
Cross-Functional Authority and Execution
Serve as the single accountable owner for enterprise execution across Product, Support, Enablement, Implementation, and Sales for assigned accounts. Drive alignment, enforce follow-through, and ensure issues are not marked resolved without functional validation. Balance internal advocacy with transparent, realistic external communication.
Escalation and Incident Ownership
Own escalations and incidents end-to-end, including coordination, communication, validation, and post-incident follow-through. Ensure incident handling meets enterprise standards for notification, transparency, and accountability. Drive root-cause analysis and systemic improvement to prevent recurrence.

What You Will Add to the Team:

Credibility and Domain Experience
Five or more years of experience in higher education, global education, study abroad, ISSS, or closely related domains, and/or customer success roles supporting complex, mission-driven organizations. Demonstrated ability to operate as a trusted peer with institutional leadership. Experience working effectively within ambiguity, constraints, and imperfect systems.

Strategic Ownership Mindset
Strong ownership orientation with the ability to balance empathy and accountability. Comfort making tradeoffs, prioritizing effort, and guiding institutions through realistic decisions. Proven ability to drive outcomes across teams without direct authority.

Communication and Trust-Building
High emotional intelligence and strong listening skills. Direct, transparent communication style that builds credibility without over-promising. Comfort engaging constructively with skepticism rooted in prior experience.

Commercial Accountability
Experience owning or materially contributing to renewals, retention, and account health preferred. Ability to connect outcomes, expectations, and roadmap direction to renewal conversations.

Product and Systems Fluency
Comfort working within CRM and customer success platforms such as Salesforce and ChurnZero. Ability to discuss product capabilities and limitations clearly and honestly in context.

Education and Travel

Bachelor’s degree preferred.
Willingness to travel up to 20% for client engagement and industry events.

What You’ll Gain

Direct ownership of high-impact, enterprise customer relationships. A meaningful role in rebuilding trust and operational credibility across the customer base. A growing Customer Success organization with strong executive alignment. The opportunity to shape how Terra Dotta operates as an enterprise partner.

What makes us a great place to work?

Unlimited paid time off, 13 paid holidays, and unlimited wellness (sick) time off.
Medical, dental, and vision benefits (Blue Cross Blue Shield) - medical benefits start on day one!
Company-paid life insurance, short-term & long-term disability.
12 weeks paid maternity leave, 4 weeks paid paternity leave.
Automatic enrollment into our 401k on day one with up to 4% company match (Fidelity).
Access to physical and mental wellness programs.
Financial literacy training with Fidelity.
Exceptional colleagues with a passion for global education!

Original Job Description

Customer Success Manager

OUR VISION:

Transforming the future through global connections today.

OUR MISSION:

The Role:

Key Responsibilities

Renewals and Commercial Ownership
Own the end-to-end renewal process for assigned accounts, including retention strategy, risk identification, and timely execution. Surface renewal risks early and manage expectations transparently, especially when product or operational gaps exist. Partner with Sales on expansion, upsell, and contract alignment when appropriate, ensuring commercial discussions reflect delivered and achievable value.
Single-Threaded Account Ownership
Act as the sole accountable owner for the overall customer relationship and enterprise experience. Ensure Terra Dotta presents as one coordinated enterprise partner rather than a collection of disconnected functions. Eliminate ad hoc or uncoordinated outreach by aligning internal engagement to agreed-upon roles, contacts, and communication protocols.
Product-in-Context Strategic Leadership
Lead customer engagement grounded in actual workflows, site configuration, and operational use cases rather than generic best practices. Distinguish clearly between temporary workarounds and durable solutions, supporting informed planning and sequencing. Connect product direction and roadmap context to the customer’s most pressing operational priorities.
Customer Health and Enterprise Risk Management
Monitor customer health cumulatively across product usage, support history, incidents, sentiment, and engagement. Identify enterprise-level risk early and take ownership of stabilization plans rather than treating issues as isolated tickets.
QBRs and Executive Engagement
Lead Quarterly Business Reviews. Use structure for discipline while centering discussions on changes since the previous engagement, ongoing areas of operational compensation, and clear commitments with named owners and timelines.
Cross-Functional Authority and Execution
Serve as the single accountable owner for enterprise execution across Product, Support, Enablement, Implementation, and Sales for assigned accounts. Drive alignment, enforce follow-through, and ensure issues are not marked resolved without functional validation. Balance internal advocacy with transparent, realistic external communication.
Escalation and Incident Ownership
Own escalations and incidents end-to-end, including coordination, communication, validation, and post-incident follow-through. Ensure incident handling meets enterprise standards for notification, transparency, and accountability. Drive root-cause analysis and systemic improvement to prevent recurrence.

What You Will Add to the Team:

Education and Travel

Bachelor’s degree preferred.
Willingness to travel up to 20% for client engagement and industry events.

What You’ll Gain

What makes us a great place to work?

Unlimited paid time off, 13 paid holidays, and unlimited wellness (sick) time off.
Medical, dental, and vision benefits (Blue Cross Blue Shield) - medical benefits start on day one!
Company-paid life insurance, short-term & long-term disability.
12 weeks paid maternity leave, 4 weeks paid paternity leave.
Automatic enrollment into our 401k on day one with up to 4% company match (Fidelity).
Access to physical and mental wellness programs.
Financial literacy training with Fidelity.
Exceptional colleagues with a passion for global education!

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