Success Manager

We deploy powerful AI agents in complex, regulated industries, specializing in building the systems that enable autonomous agents to operate entire functions securely and reliably. Our belief is that people should be free of administrative and operational drudgery so they can create value through creativity, reasoning, and judgement.

We’re starting in higher education, a sector with ~$700B in expenses defined by heavy workflows across departments, such as admissions, financial aid, facilities, advising, student services, advancement, and more. Our agents are already embedded across these departments, interacting with millions of students and staff. They process applications, package aid, resolve verification issues, run large-scale communication workflows, handle student support tickets, and more.

We believe that universities are among the most consequential institutions in the world, sitting at the foundation of social and economic progress. Improving how they operate improves who gets educated, who gets supported, and who gets a chance. When higher education runs better, everything built on top of it does too.

As an AI Success Manager, you’ll be the trusted partner for our university clients, ensuring they fully realize the value of our AI solutions. This role goes beyond traditional support: you’ll design and lead proactive engagement programs such as webinars, newsletters, and office hours, while also handling customer escalations and troubleshooting. You’ll shape the partner experience end-to-end—helping institutions adopt, expand, and innovate with our AI capabilities.

This role is ideal for someone who thrives at the intersection of technology, education, and customer success. You’ll need the empathy of a teacher, the clarity of a communicator, and the strategic mindset of a solutions leader.

• Customer Engagement & Enablement

  • Design and lead proactive programs (webinars, workshops, newsletters, office hours) to maximize adoption and impact of our AI solutions.

  • Act as the primary advocate for partners, ensuring their needs are surfaced and addressed.

  • Develop and share best practices, resources, and playbooks to help institutions succeed.

• Partner Success & Retention

  • Drive measurable partner outcomes, ensuring institutions meet their goals with our solutions.

  • Proactively identify at-risk accounts and intervene before issues escalate.

• Support & Escalation

  • Serve as the escalation point for partner support issues.

  • Troubleshoot problems, working cross-functionally with engineering, product, and data teams.

  • Ensure fast, high-quality resolution while maintaining trust.

• Feedback & Product Influence

  • Capture partner feedback and translate it into actionable insights for product and engineering.

  • Champion the voice of the customer in internal roadmaps and discussions.

  • Ensure learnings from partner interactions are shared across the organization.

• Experience & Expertise

  • 3+ years in customer success, solutions, or support roles, ideally with SaaS or AI products.

  • Proven experience driving customer adoption and satisfaction through proactive programs.

  • Experience working with higher education institutions or complex organizations a plus.

• Skills & Mindset

  • Strong communicator who can translate technical concepts for non-technical audiences.

  • Analytical thinker who uses data to diagnose problems and measure success.

  • Empathetic and relationship-driven, with a bias for action.

  • Comfortable running programs (events, newsletters, training) at scale.

  • Tech-savvy, with enough familiarity to work alongside engineers and explain solutions.

• Collaboration & Drive

  • Excellent at cross-functional collaboration: product, engineering, sales, and data.

  • Entrepreneurial and resourceful; comfortable with ambiguity.

  • Passion for education and belief in the transformative potential of AI.

CollegeVine was originally founded in 2016 in Cambridge, MA and reaches over 20 million families annually in search of guidance. Our roots are in delivering near- peer mentorship at scale, which has since evolved to delivering lifelong guidance through AI and a vast professional network. We have raised over $66m in venture funding from dedicated investors such as Morningside Technology Ventures (Xiaomi, TikTok), the founding partner of 5Y Capital, Fidelity, University Ventures, and more. In 2020, after years of being a remote-friendly company, CollegeVine became a fully remote company centered on Eastern Time with a diverse cast of team members based predominantly in the United States, but also around the world.