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Customer Success Manager

Remote, US

Role Overview 

The Customer Success Manager (CSM) is responsible for driving retention and expansion across a portfolio of customers by building strong relationships, influencing product adoption, and ensuring measurable value realization. This role partners cross-functionally to align customer goals with Encoura solutions, proactively manages risk, and identifies opportunities for growth. The CSM serves as a strategic advisor, ensuring customers achieve their desired outcomes while maximizing long-term partnership value.

A Day in the Life 

  • Own the customer relationship at the portfolio level, driving retention and identifying expansion opportunities through proactive engagement
  • Lead renewal strategy and execution, ensuring on-time renewals and uncovering growth opportunities across accounts
  • Conduct recurring customer engagements including meetings, email outreach, and success planning to align goals and drive business outcomes
  • Facilitate Executive Business Reviews, summarizing product usage, progress toward goals, and future planning aligned to customer priorities
  • Monitor customer health using data and qualitative signals, proactively addressing risks and driving mitigation plans to prevent churn
  • Partner cross-functionally with Sales, Product, and Support to influence adoption, resolve issues, and deliver a seamless customer experience
  • Maintain accurate account insights, engagement tracking, and success plans in systems like Planhat to support forecasting and strategic decision-making
  • Travel Frequency: Occasional travel (as needed for key customer engagements)  

Role Progression 

  • Within 1 month, you’ll: build foundational knowledge of Encoura products, systems, and processes; begin managing customer communications and supporting ongoing engagements; understand assigned portfolio and customer goals.
  • Within 3 months, you’ll: independently manage a portfolio of customers, lead recurring engagements and success planning, identify early risk signals, and contribute to renewal and expansion strategies.
  • Within 6 months, you’ll: fully own customer outcomes across your portfolio, proactively drive adoption and value realization, lead Executive Business Reviews, and consistently identify and act on retention risks and growth opportunities.

About You 

  • 5 years of experience in a customer success, account management, or sales role
  • Demonstrated success managing customer relationships with a focus on retention, expansion, and measurable business outcomes
  • Proven ability to proactively identify risks and execute mitigation strategies to improve customer experience and reduce churn
  • Strong communication and presentation skills, with experience engaging stakeholders at multiple levels including executives
  • Experience driving product adoption and influencing customer behavior through strategic engagement and success planning
  • Ability to analyze customer health signals (usage data, NPS, qualitative feedback) and translate insights into actionable plans
  • Highly organized and able to manage multiple priorities across a portfolio of accounts in a fast-paced environment
  • Experience working cross-functionally with Sales, Product, and Support teams to deliver customer value and drive business results
  • Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process.

The annual base salary range for this exempt position is $75,000–$85,000 and reflects the midpoint through maximum of the established range for this role, plus eligibility for Encoura’s performance‑based incentive plan. Encoura establishes compensation using national market data, internal equity considerations, and organizational budget factors to ensure fairness and consistency across the organization. Certain roles may also be eligible for variable compensation in addition to base salary.  

Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, paid time off, and other programs that support employee well‑being. 

 

About Us 

Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success.  

Encoura’s expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage® — the nation’s largest free college and career planning program used by millions of high school students and educators nationwide.  

It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S.  

Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team.  

Applicants from California, please review the CA HR Privacy Notice.  

To review our privacy policy, please click this link: https://encoura.org/privacy-policy/  

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