Customer Success Manager
Are you driven by providing world class customer experience? Do you have direct experience working with students and supporting them on paths to success? Have you begun or are you interested in a career in Customer Success roles at SaaS organizations? Will you be motivated by and can you utilize transferable skills in being a critical team member in a growing start up where you can impact people’s lives through your partnership with colleges and universities? Mainstay is seeking a Customer Success Manager to work hand in hand with our college and university partners through their onboarding and successful usage of our AI chatbot and serve as a subject matter expert to ensure we’re building purpose built solutions for universities and other historically resilient student audiences.
Who We Are
At Mainstay, we believe one conversation can spark a brighter future. Our Engagement Platform makes it easy for colleges and businesses to start and measure conversations that drive action at scale. From our rigorous research methods to our Behavioral Intelligence framework - everything we do is designed to help people take the next step toward achieving their goals.
Our Customer Success Managers ensure that they are driving successful partner relationships and working strategically with partners to understand and advise them on a path towards success. They also serve as the face of Mainstay with executive stakeholders at our partner institutions. Your ability to convey a sense of comfort, confidence, and optimism when connecting with people one-on-one or in groups will be key to your success.
What You’ll Do
- Strategically manage existing customer relationships from program launch
- Ensure high levels of partner engagement, satisfaction and loyalty from program launch through their first year of utilization through
- Developing successful programs with partners by driving adoption of the Mainstay platform and managing overall health metrics of program
- Establishing a trusted advisor relationship with key stakeholders and executive sponsors to drive strategic value
- Partner with Account Managers to proactively identify partner pain points and areas for partnership expansion
- Work to create and cultivate a group of Partner Advocates to advocate Mainstay's value and work in collaboration with our Marketing team to create partner assets like best practices guides, videos, and webinars
- Liaise with other Mainstay teams to continuously refine and improve internal process and holistic support structure for partners
- Document and share expertise, weighing in on purpose built solutions for that audience
What You’ll Have
- 3+ years of experience in student service oriented roles
- Experience in customer success management roles within SaaS organizations
- Track record of delivery in a customer success environment with a focus on increasing customer satisfaction, growth, and retention or ability to speak to transferable skills to showcase this
- Exceptional project management and organizational skills
- Self-starter who thrives in an entrepreneurial, fast-paced environment, with a “no task is too small” attitude; able to translate ambiguity into concrete plans and resources
- Exceptional written and verbal communication skills
- Strong attention to detail and analytical skills
- Experience in student service oriented roles in an HBCU and/or attendance at an HBCU a plus
Mainstay is committed to creating a company where all employees regardless of background can show up and feel they belong. This is an ongoing journey, and we welcome feedback on how we’re doing during your interview process. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or fitness level.