Summary
Customer Success Manager at Mongoose who serves as a strategic partner to higher education institutions, driving adoption of the conversation intelligence platform and translating communication data into measurable institutional outcomes.
Key Responsibilities: Lead customer onboarding and implementation, establish success plans aligned with institutional goals, monitor adoption and engagement metrics, conduct quarterly business reviews, and identify growth opportunities and risks throughout the customer lifecycle.
Skills & Tools: Strong relationship-building and communication abilities combined with data-driven analytical thinking; ability to translate platform insights into actionable strategies and partner cross-functionally with account management teams.
Qualifications: Experience in customer success, account management, or similar customer-facing roles with demonstrated ability to manage complex implementations and drive customer outcomes; familiarity with SaaS platforms and higher education industry is beneficial.
Location: In-Person - Buffalo
Compensation: $55K–$75K/yr (estimated)
Job Description
At Mongoose, we believe every conversation matters.
We’re on a mission to change lives by making conversation intelligence accessible to all in higher education. Our purpose? To move people forward. Whether it’s helping a student navigate their first semester, connecting alumni with meaningful opportunities, or ensuring parents feel informed and supported—our AI-enabled platform drives compliant, empathetic, and impactful conversations that build trust and foster success campus-wide.
We know that conversations aren’t just a feature—they’re the foundation of connection. That’s why we focus on delivering insights, relevance, empathy, scale, and trust in everything we do. At Mongoose, we’re transforming communication in higher ed because we believe reputation is a mutual responsibility, and the right insights fuel measurable outcomes.
Join us and be part of a team that’s making a real difference in education—one conversation at a time.
As a Customer Success Manager, you’ll serve as a strategic partner to your customers—helping them translate communication into measurable outcomes. Your mission is to drive adoption, interpret engagement data, and guide institutions in optimizing their communication strategies using Mongoose’s Conversation Intelligence Platform.
You will play a critical role from day one—leading customers through onboarding and implementation to establish a strong foundation for long-term success, and continuing to deliver insights, influence strategy, and demonstrate ongoing value throughout the customer lifecycle. You’ll build strong, trust-based relationships with customers—combining data-driven insights with a deep understanding of their unique challenges.
In close partnership with Account Managers, you’ll help identify growth opportunities, mitigate risk, and position Mongoose as a critical, campus-wide solution.
If you’re someone who combines relationship-building with analytical thinking and enjoys turning data into action, this is the role for you.
What You'll Do::
Act as the primary strategic partner for your customers, guiding them to achieve their institutional goals through effective use of Mongoose.
Lead onboarding and implementation for new customers, ensuring a smooth, structured rollout that drives early adoption and sets the foundation for long-term success.
Establish clear success plans during onboarding, aligning platform usage to customer goals and defining measurable outcomes from the start.
Own customer health by monitoring adoption, engagement, and performance trends—and proactively identifying risks and opportunities.
Conduct regular Mongoose Quarterly Reviews (MQRs) that go beyond updates to analyze performance, surface insights, and recommend actionable strategies that demonstrate measurable value.
Partner with customers to align Mongoose usage with key institutional priorities such as enrollment, retention, and student engagement.
Drive measurable improvements in customer outcomes by ensuring recommendations are implemented and results are achieved
Analyze conversation and engagement data to identify trends, diagnose challenges, and provide clear, strategic recommendations.
Help customers evolve their communication strategies using best practices, benchmarks, and emerging AI-driven insights.
Translate product capabilities into real-world impact, ensuring customers understand not just how to use Mongoose—but how to maximize its value.
Ensure onboarding success translates into momentum, driving early wins that build confidence and long-term engagement.
Identify and shape expansion opportunities by aligning Mongoose solutions to broader institutional needs across departments.
Collaborate with Account Managers to develop and execute account strategies that support retention and growth.
Gather and elevate customer insights, success stories, and outcomes to support marketing, product development, and thought leadership.
Work hand-in-hand with Account Managers to align on customer strategies, retention plans, and expansion opportunities.
Partner with Product and Support teams to escalate customer challenges, share insights, and ensure swift resolution of any issues.
Collaborate with Marketing and Content teams to develop resources, best practices, and innovative ways to engage and educate customers.
Use engagement data, ROI analysis, and conversation insights to drive proactive, data-informed customer strategies.
Maintain accurate and thorough documentation in HubSpot, ensuring all customer interactions and insights are captured.
Identify and share trends across your portfolio to inform internal teams and contribute to continuous product and experience improvement.
What You'll Bring to the Table::
You thrive on helping others succeed and know how to create value for customers at every stage of their journey.
Strong communication and relationship-building skills, with the ability to influence stakeholders and act as a trusted advisor.
You think proactively and strategically, anticipating challenges and guiding customers toward better outcomes.
A data-driven mindset with the ability to analyze trends, metrics, and insights to inform your strategies.
You’re a master of organization, with experience using CRMs like HubSpot to keep detailed, accurate records.
Stellar project management skills that ensure onboarding and customer engagement efforts are executed flawlessly.
You understand the importance of aligning with Account Managers to support retention and expansion, in a way that feels consultative and value-driven.
Experience in higher ed or SaaS is a plus—but curiosity, adaptability, and a willingness to learn
A Note on Backgrounds: :
We Offer::
Be the Ultimate Customer Advocate
Drive Strategic Value & Outcomes
Fuel Growth Through Insights and Advocates
Collaborate for Seamless Success
Leverage Data for Impact
Customer-First & Outcome-Oriented Mindset
Strategic & Analytical Thinker
Organized & Detail-Oriented
Collaborative & Growth-Minded
We deeply value experience from within higher education itself. If you've spent your career on a college or university campus—in admissions, advising, enrollment management, student affairs, alumni relations, or a similar function—we encourage you to apply, even if you haven't held a traditional customer or client success title. The empathy, institutional fluency, and stakeholder savvy you've built working in higher ed translates directly to the work we do, and we're committed to supporting the transition into a CSM role for the right candidate.
Why You'll Love it Here:: You’ll join a team passionate about making meaningful connections in higher education and changing lives through smarter communication. We’re all about collaboration, growth, and doing work that truly makes a difference.
Over 4,000 teams across more than 950 higher education institutions partner with Mongoose to Make Every Message Count™. Our SaaS platform helps colleges and universities drive engagement at every stage of the student lifecycle, from admissions to alumni relations.
Our values define us, and we celebrate diversity in all its forms. If you don’t meet 100% of the qualifications listed but believe you can make an impact, we encourage you to apply. We value diverse perspectives and are eager to hear what you can bring to our team.
Comprehensive medical, dental, and vision coverage
401K with company match: 100% of the 1st 3% and 50% of the next 2%
Flexible PTO
Competitive Leave Policies
13 paid holidays, including a week off between Christmas and New Year’s
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