Customer Success Manager, Lead

About Stellic

We’re building a future where every student can move through their education with clarity, confidence, and purpose. Our platform transforms the student experience, giving them the tools they need to make the right decisions about their degree plans, track their journey, and build an education and career path that’s truly worth it.

Stellic is a fast-growing startup backed by leading social impact investors, partnering with top institutions like Cornell, Columbia, UVA, and Ohio State to support over 1 million students across 7 countries. As we scale to serve more universities worldwide, we remain deeply committed to this mission, driven by our values, and committed to building a high-performance team that’s here to make a lasting difference on both students’ lives and higher education.

About the Role

As Partner Success Lead, you’ll report to our Chief Customer Officer and oversee the team responsible for post-implementation partner success. You’ll lead efforts to deepen partner adoption, deliver institutional value, and drive measurable outcomes. This role combines strategic direction with tactical execution—building systems, managing performance, and rolling up your sleeves alongside your team to solve partner challenges and operational gaps.

You’ll be accountable for team performance, partner success KPIs, and the operational rigor that ensures we’re driving the outcomes that matter: adoption, retention, and growth.

What You’ll Work On

Team Leadership & Development

• Manage and develop a high-performing team of Partner Success Managers (PSMs)

• Set and manage clear performance expectations and individual growth paths

• Provide coaching, feedback, and accountability to help the team succeed

• Reinforce a partner-centric, solution-oriented culture grounded in ownership and execution

• Key Metrics: eNPS, employee retention, and partner NPS

Customer Success Execution

• Ensure partner adoption translates into measurable institutional outcomes

• Monitor and manage leading and lagging indicators of partner health

• Identify and mitigate risks early, and champion wins across the team

• Lead regular business reviews and value conversations with institutional stakeholders

• Key Metrics: GRR and account health

Operational Excellence & KPI Ownership

• Build and optimize repeatable processes and playbooks across the partner journey

• Establish systems to track PSM activities against retention, expansion, and satisfaction goals

• Use data to inform strategy, drive day-to-day prioritization, and coach performance

• Align the team’s work to key revenue and segmentation targets, and make sure we’re executing effectively across the entire portfolio

• Key Metrics: GRR, NPS, and OKR results

Cross-functional Collaboration

• Partner closely with Sales, Implementation, Product, and Support to ensure seamless customer transitions and ongoing alignment

• Lead business operations-focused conversations to assess progress on goals and health metrics

• Surface and synthesize partner feedback to inform internal improvements—not just product, but also process and delivery

• Support renewal and expansion efforts with operational visibility and execution support

• Key Metrics: partner health, OKR results, and NPS

You are a great fit for this role if you have the following skills and experiences:

• 5–7+ years of experience in customer success, account management, or related roles in enterprise SaaS

• 2+ years of experience directly managing CSMs or ICs, preferably in a high-growth environment

• Strong operational mindset with experience owning KPIs tied to customer adoption, retention, and growth

• Ability to move between strategic direction and in-the-weeds execution

• Experience working cross-functionally to drive customer outcomes

• Strong communicator who builds trust with partners and internal teams alike

• Higher education experience a plus, or demonstrated ability to ramp quickly on complex domains

Why Join

• Be part of a customer-centric team that is addressing the core issues in higher education via an expandable platform that is overwhelming loved by students and valued by administrators
• The opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growth
• Work and learn from some of the most prominent thought leaders in higher education and SaaS
• Be part of a culture where ownership, new ideas, and creativity is celebrated
• Generous stock options in a Series A stage startup
• Flexible, outcome-based culture
• Comprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan
• 401K and commuter benefits
• Annual international retreats in some of the most beautiful cities & towns

Stellic is an Equal Opportunity Employer

Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.