Customer Success Manager

Job Description:

Customer Success Manager

We’re looking for a Customer Success Manager whose top priority is to help customers centralize and simplify their academic operations with Coursedog. Our products are widely adopted across an institution so you’ll need to navigate complex customer relationships to drive adoption.
At Coursedog we prioritize ownership, and empower all team members to contribute and implement ideas to continually improve the company. As a Coursedog Customer Success Manager, you’ll be on the ground-floor helping us build processes for adoption and retention.

Key Responsibilities

• Become a trusted advisor with our customer super users to translate business processes into ROI.
• Work collaboratively with Account Management and introduce opportunities for revenue growth and upsell.
• Own customer health; create, own & drive a customer’s overall success plan.
• Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities.
• Partner closely with the larger organization (namely project managers, product managers, engineering, support, data engineers, marketing) to ensure customer issues are resolved or addressed and their success is assured.
• Maintain accurate customer records, activity logs, and other relevant documentation such as success plans, goals, milestones, and usage metrics in the customer relationship management (CRM) system.
• Transform customers into brand advocates through successful relationship building, achieving customer goals, and providing world-class service.
• Get involved with our support processes; flex your critical thinking and problem solving skills to help users navigate the platform as questions arise.
• Provide customer training for current and future product features in both one-to-one as well as one-to-many customer audiences.
• Translate customer needs and feedback to make informed feature recommendations with attention to detail.
• Identify partnership success metrics and product adoption strategies for customers through comprehensive discovery sessions.

Skills, Knowledge, and Expertise

• Bachelors Degree with 2-3+ years of Customer Success experience
• Proactive communication skills, both sync and async
• Ability to follow through and take full ownership of customers and their outcomes
• Experience managing and building relationships across multiple stakeholders
• Experience in Change Management. You know how to motivate, unblock and overcome barriers to large, transformational change
• Experience uncovering uses-cases, identifying business needs and mapping to a software solution
• Critical thinking and problem solving skills.
• Ability to juggle multiple priorities, prioritize and create the right accountability for success.
• Extremely organized. You’re able to take on a project with keyboard-level execution.
• Intrinsically motivated: you set the highest possible bar for what you build, write, ship
• Experience with Catalyst customer growth platform a plus
• Knowledge of academic operations or Higher Education a real plus

Working at Coursedog

Benefits

• Healthcare, Dental, & Vision: We use a fixed contribution model for benefits. In the spirit of fairness, each employee gets the same dollar amount each year to spend on their health, dental, & vision coverage with the option to opt for a more comprehensive plan if they so choose. Depending on the selected coverage level, the employer contribution to monthly premiums ranges from 99% —> 55% for employee only to 77% —> 43% for employee + dependents. We are committed to providing leading plan providers and currently partner with Aetna & Guardian, along with other related perks like Spring Health, XP Health, Carrot Fertility, & One Medical. We also offer a Health Savings Account and Flexible Spending Account options.
• Retirement Planning: We offer a 401k plan on day one of your employment. As of January 1, 2026, the company will be offering a 4% annual salary match, up to any federally mandated limits, for all employees that contribute to a tax-advantaged account.
• Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.
• Remote First Since Inception: We value flexible working hours over set hours, outputs over inputs, and communication focused on transparency over need-to-know access. We are committed to being a remote-first company in perpetuity.
• Equity: You’ll be contributing to the team's success, so you deserve to share in it. All employees will have the ability to vest in the company’s stock plan commensurate to the level that they were hired, adjusted for any promotions.
• Paid Parental Leave: To help support new parents in the workplace, we offer up to twelve (12) weeks of paid parental leave for the primary caregiver and six (6) weeks of paid leave for the secondary caregiver.

About Coursedog

Our mission is to break down barriers to opportunity for students. 

Coursedog provides higher ed with modern technology solutions – empowering institutions, students, and communities across the globe.

Coursedog's founding story is rooted in the desire to help students achieve their highest goals. In 2018, Coursedog's co-founders and then college students, Justin Wenig and Nick Diao, were frustrated by how difficult it was to get into the classes they needed to graduate on time. After speaking with higher education provosts and registrars to better understand how academic scheduling works, they came away with a vision that permeates the company today.
Coursedog has raised $113M total capital as a remote-first, hyper-growth startup currently backed by JMI Equity, and with past investments from YC and First Round Capital. We were recently ranked in Forbes top 500 US startup employers and our employee engagement scores rank in the top 5% of tech companies.