Edtech.com's Summary

Coursedog is hiring a Manager, Customer Success to lead a team focused on helping customers centralize and simplify academic operations using Coursedog's products. This role involves managing customer relationships, driving adoption and retention, collaborating with cross-functional teams, and delivering strategic insights to enhance customer value and success.

Highlights

Lead and manage a team of Customer Success Managers to deliver excellent customer experiences and translate business processes into ROI.
Collaborate with Account Management to identify revenue growth and upsell opportunities.
Create and drive customers' overall success plans, managing customer health and escalations.
Analyze product usage data to provide actionable insights for customer adoption and value realization.
Partner with project managers, product managers, engineering, support, and marketing departments to resolve customer issues.
Maintain detailed customer records and documentation in the CRM system.
Provide customer training for product features in individual and group settings.
Translate customer feedback into feature recommendations and adoption strategies.
Require a Bachelor’s degree and 2-3+ years of Customer Success experience with strong communication and problem-solving skills.
Knowledge of academic operations or higher education and experience with customer success platforms are advantages.
Compensation ranges from $110,000 to $130,000 per year.

Manager, Customer Success Full Description

Weâre looking for a Manager of Customer Success whose top priority is to help customers centralize and simplify their academic operations with Coursedog. Our products are widely adopted across an institution so youâll need to navigate complex customer relationships to drive adoption.

At Coursedog we prioritize ownership, and empower all team members to contribute and implement ideas to continually improve the company. As a Coursedog Manager of Customer Success, youâll be on the ground-floor helping us build processes for adoption and retention.

Key Responsibilities

Manage and lead a team of Customer Success Managers, becoming a trusted advisor with our customers to translate business processes into ROI and deliver a great customer experience with Coursedog.
Work collaboratively with Account Management and introduce opportunities for revenue growth and upsell.
Own customer health; create, own & drive a customerâs overall success plan.
Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities.
Partner closely with the larger organization (namely project managers, product managers, engineering, support, data engineers, marketing) to ensure customer issues are resolved or addressed and their success is assured.
Maintain accurate customer records, activity logs, and other relevant documentation such as success plans, goals, milestones, and usage metrics in the customer relationship management (CRM) system.
Transform customers into brand advocates through successful relationship building, achieving customer goals, and providing world-class service.
Manage and drive resolution to customer escalations; flex your critical thinking and problem solving skills to help users navigate the platform as questions arise.
Provide customer training for current and future product features in both one-to-one as well as one-to-many customer audiences.
Translate customer needs and feedback to make informed feature recommendations with attention to detail.
Identify partnership success metrics and product adoption strategies for customers through comprehensive discovery sessions.

Skills Knowledge and Expertise

Bachelors Degree with 2-3+ years of Customer Success experience
Proactive communication skills, both sync and async. Strong customer facing skills and experience
Ability to follow through and take full ownership of customers and their outcomes
Experience managing and building relationships across multiple stakeholders
Experience uncovering uses-cases, identifying business needs and mapping to a solution
Critical thinking and problem solving skills.
Ability to juggle multiple priorities, prioritize and create the right accountability for success.
Extremely organized. Youâre able to take on a project with keyboard-level execution.
Intrinsically motivated: you set the highest possible bar for what you build, write, ship
Experience with customer success platform a plus
Knowledge of academic operations or Higher Education a real plus

Working at Coursedog

Healthcare, Dental & Vision
We follow a fixed contribution model to ensure equity and transparency. Each employee receives the same annual dollar amount to allocate toward their medical, dental, and vision coverage. This empowers you to select the plan that best meets your needs â whether itâs a base-level plan or a more comprehensive option.

Depending on the selected coverage level, the company covers:

Employee-only coverage: 99% to 55% of monthly premiums
Employee + dependents: 77% to 43% of monthly premiums

We proudly partner with Aetna and Guardian, and offer access to best-in-class wellness perks including:

Spring Health (mental health support)
XP Health (vision benefits)
Carrot Fertility (family planning)
One Medical (primary care)

We also support pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

Retirement Planning
To support long-term financial health, we offer a 401(k) plan from day one of employment.
Beginning January 1, 2026, weâll provide a 4% employer match on your annual salary (subject to federal limits) for employees contributing to a tax-advantaged retirement account.

Paid Time Off
We trust our employees to manage their time responsibly. Thatâs why we offer an unlimited Paid Time Off policy â because flexibility and balance are critical for sustained excellence and personal well-being.

Remote-First Since Inception
We were built for distributed work. Our culture emphasizes flexibility over rigidity, outcomes over hours, and transparency over gatekeeping. We are committed to being a remote-first organization indefinitely, empowering you to work where and how you thrive best.

Equity
As a valued contributor to our collective success, youâll participate in the upside. All employees are granted equity in the company, with vesting aligned to your role and tenure. Equity grants are reviewed and adjusted with promotions to reflect your evolving impact.

Paid Parental Leave
We proudly support working parents with industry-leading benefits.

Primary caregivers are eligible for 12 weeks of paid leave
Secondary caregivers receive 6 weeks of paid leave

This time is fully paid and available to all eligible employees regardless of gender or family structure.

Original Job Description

Key Responsibilities

Manage and lead a team of Customer Success Managers, becoming a trusted advisor with our customers to translate business processes into ROI and deliver a great customer experience with Coursedog.
Work collaboratively with Account Management and introduce opportunities for revenue growth and upsell.
Own customer health; create, own & drive a customerâs overall success plan.
Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities.
Partner closely with the larger organization (namely project managers, product managers, engineering, support, data engineers, marketing) to ensure customer issues are resolved or addressed and their success is assured.
Maintain accurate customer records, activity logs, and other relevant documentation such as success plans, goals, milestones, and usage metrics in the customer relationship management (CRM) system.
Transform customers into brand advocates through successful relationship building, achieving customer goals, and providing world-class service.
Manage and drive resolution to customer escalations; flex your critical thinking and problem solving skills to help users navigate the platform as questions arise.
Provide customer training for current and future product features in both one-to-one as well as one-to-many customer audiences.
Translate customer needs and feedback to make informed feature recommendations with attention to detail.
Identify partnership success metrics and product adoption strategies for customers through comprehensive discovery sessions.

Skills Knowledge and Expertise

Bachelors Degree with 2-3+ years of Customer Success experience
Proactive communication skills, both sync and async. Strong customer facing skills and experience
Ability to follow through and take full ownership of customers and their outcomes
Experience managing and building relationships across multiple stakeholders
Experience uncovering uses-cases, identifying business needs and mapping to a solution
Critical thinking and problem solving skills.
Ability to juggle multiple priorities, prioritize and create the right accountability for success.
Extremely organized. Youâre able to take on a project with keyboard-level execution.
Intrinsically motivated: you set the highest possible bar for what you build, write, ship
Experience with customer success platform a plus
Knowledge of academic operations or Higher Education a real plus

Working at Coursedog

Depending on the selected coverage level, the company covers:

Employee-only coverage: 99% to 55% of monthly premiums
Employee + dependents: 77% to 43% of monthly premiums

We proudly partner with Aetna and Guardian, and offer access to best-in-class wellness perks including:

Spring Health (mental health support)
XP Health (vision benefits)
Carrot Fertility (family planning)
One Medical (primary care)

We also support pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

Paid Parental Leave
We proudly support working parents with industry-leading benefits.

Primary caregivers are eligible for 12 weeks of paid leave
Secondary caregivers receive 6 weeks of paid leave

This time is fully paid and available to all eligible employees regardless of gender or family structure.

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