Fast Facts

The Manager of Customer Success and Experience at EDUCAUSE will foster relationships with corporate members to drive engagement and satisfaction, ensuring they succeed in their partnerships with the organization.

Responsibilities: Key responsibilities include maintaining high-touch customer service, onboarding corporate partners, collecting feedback, and advocating for best practices in corporate member engagement.

Skills: Candidates should possess excellent communication skills, analytical abilities, and experience in customer service, ideally within a higher education context.

Qualifications: A Bachelor's degree or equivalent experience is required, along with at least five years in customer service; sales and higher education experience are preferred.

Location: Position is remote within the USA with a 10% travel requirement.

Compensation: $55000 - $75000 / Annually

RESUME AND COVER LETTER REQUIRED TO BE CONSIDERED FOR THIS POSITION

Deadline to apply is October 23, 2025

Salary: $55,000-$75,000 annually. Salary is dependent on experience and qualifications.

Position Summary        

The EDUCAUSE Corporate Engagement team is responsible for the development, sale, and fulfillment of a vast set of partnership and marketing services to companies that seek to promote and market their IT-related services and products to colleges and universities. The Manager, Customer Success and Experience is responsible for building and maintaining strong relationships with EDUCAUSE corporate members, EDUCAUSE Partners, and other corporate customers. In an effort to maximize customer retention and satisfaction, they ensure corporate customers are set up for success with each EDUCAUSE engagement so that they can fully achieve their goals, engage in a positive experience, and maintain ongoing engagement with EDUCAUSE. Post-sale, the Manager, Customer Success and Experience acts as the primary point of contact for customers, mentors them through onboarding and product engagement, proactively identifies and addresses customer needs throughout the customer lifecycle, and ultimately drives long-term business value through renewals and upselling opportunities. They prioritize high-touch customer service for EDUCAUSE Partners while establishing scalable support products and services that ensure customer success and satisfaction at all levels of engagement.

The Manager, Customer Success and Experience works internally, across the organization to understand the EDUCAUSE product portfolio and best practices for positive corporate engagement. They establish best practices for driving customer success and mentor internal staff on how to ensure customers are satisfied at all stages of the customer journey. This position requires a highly professional approach, a deep curiosity to understand all elements of the association’s broad value proposition and customer needs, and a dedication to excellent performance in everyday work.

Essential Duties and Responsibilities

Association Service and Support

• Represent EDUCAUSE in a professional manner at all times; engage with co-workers in a civil, caring, respectful way; and advance the mission and vision of EDUCAUSE
• Participate in EDUCAUSE events and activities as needed.
• Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Partner/Sponsor Relations

• Maintain concierge-level Partner servicing by learning the needs of partner companies, ensuring that their needs are met, holding quarterly meetings to review progress through fulfillment reports detailing metrics for delivered benefits.
• Develop open lines of communication to hear and address customer concerns promptly.
• Build relationships with key stakeholders at partner companies to become a trusted advisor on successful EDUCAUSE engagement.
• As requested, provide Partner companies with coaching on quality CFP submissions that increase chances of success for acceptance.
• Assist Partners, when possible, in measuring their return on investment.
• Facilitate project scoping and management for special projects that align with Partner focus areas.
• Ensure all Mission Partners are offered extra opportunities in alignment with their focus areas.

EDUCAUSE Corporate Member Success

• Research, establish, and communicate best practices for successful corporate engagement in webinars, newsletters, articles, Demo Days, CFP submission, presentations, and other products and services in which a company might engage with EDUCAUSE.
• Research, establish, and communicate best practices for successful corporate engagement when interacting with the EDUCAUSE community on EDUCAUSE Connect, in online events, and in face-to-face events.
• Research, establish, and communicate best practices for fully engaging in an EDUCAUSE corporate membership
• Collect and provide EDUCAUSE corporate members with EDUCAUSE community feedback about products and services; identify companies in need of improved community satisfaction and facilitate plans for improvement.
• Identify EDUCAUSE corporate members that are likely to find success with a higher level of engagement through an a la carte purchase or Partnership engagement; make suggestions to sales team for follow-up.
• Maintain an understanding of the technology needs of the higher education community to identify highly desirable corporate customers who are likely to be successful in their engagement with EDUCAUSE.
• As needed, identify a la carte customer goals, work with them towards achieving their goals, and check-in with customers regularly to develop an open line of communication to hear and address customer concerns promptly.

Customer Retention

• Follow-up post-engagement to gather feedback, identify opportunities for additional customer engagement, and make suggestions to sales team for follow-up
• Maintain an understanding of the broad portfolio of EDUCAUSE products and services to inform companies of additional areas of customer engagement.
• Identify consistent pain points that affect multiple customers and make continual service improvement suggestions.
• Identify root causes for customer turn-over and make suggestions for continual service improvement to reduce churn.
• Make continual service improvement suggestions and suggestions for new portfolio offerings based on customer feedback.
• Monitor and report on exhibitor, partner, and supporter post-event feedback.
• Monitor and report on customer loyalty and retention.

Operations

• Moderate corporate posts to the EDUCAUSE Connect platform and coach companies on appropriate community interaction.
• As needed, provide corporate customer support for Annual Conference registration
• Maintain an understanding of all EDUCAUSE products, services, and policies for corporate engagement.
• Actively work to mitigate risk of failure for Partners and a la carte customers; fix problems before they become complaints.
• Troubleshoot customer issues and offer solutions for a successful path forward.

Qualifications

Education and Experience

• Bachelor’s degree in communication, management, hospitality, or related field OR the equivalent work experience.
• A minimum of five years’ customer service, customer success, or hospitality required.
• Sales experience preferred.
• Conference and events experience preferred.
• Experience working in the higher education community is highly preferred

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills; must be able to communicate proactively, effectively, and tactfully in a way that demonstrates responsiveness and transparency.
• Sufficient analytical and problem-solving skills to synthesize feedback data, analyze key customer service metrics, and offer suggestions for addressing issues.
• Ability to develop and sustain collaborative relationships.
• Exercise independent judgment and work successfully without close supervision; be self-directed; prioritize tasks; work well independently and as a team member; know when to include others.
• Manage multiple commitments to multiple individuals without dropping tasks or losing composure.
• Ability to respond in a flexible manner to changing needs and priorities; adapt to change
• Ability to collaborate effectively with colleagues in a distributed organization; maintain collegiality.
• Ability to maintain an awareness of multiple workstreams and products and identify relevant points of intersection.
• Detail orientation with good organizational, time and project management skills.
• Proficiency in Microsoft Word, Excel, Outlook, presentation software, and other traditional productivity software required.
• Sound judgment, and good intuition.
• Effective and diplomatic interpersonal skills.
• Preferred: Working knowledge of netFORUM, CRM, or similar database.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Physical demands of travel such as sitting for long periods, handling luggage, time zone changes, and adjusting to new environments.

Remote Work Requirements

• Scheduled working hours either in the employees time zone or EDUCAUSE core working hours or core working hours to be determined with the supervisor.
• Be available and responsive during scheduled work hours.
• Any time off or change in working hours must be pre-arranged according to department guidelines and consistent with the rules applicable to employment (e.g., vacation, sick, personal, leave of absence).

Travel Requirements:

• 10%

Total Compensation:

EDUCAUSE not only offers meaningful work and dedicated colleagues; we also have a robust benefit package that includes:

• Medical, Dental, and Vision
• 2-for-1 employer match to your 403(b) retirement plan; up to 10% of your base salary
• Employer-paid Life and AD&D, Short?Term Disability, and Long?Term Disability
• 25 days of vacation and 6 days of personal time annually
• 9 paid holidays
• One week of paid time off when offices are closed between Christmas and New Year’s Day
• 36-hour work week (without any reduction in pay) amounting to 26 additional days of paid time off each year
• Employee Assistance Program (EAP)
• Emergency Travel Assistance
• Professional development assistance
• Monthly connectivity reimbursement

EEO Statement

EDUCAUSE is committed to an inclusive workplace and is proud to be an equal opportunity employer. EDUCAUSE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

EDUCAUSE recognizes that the unique backgrounds, talents, skills, and contributions of every individual improve and enhance the quality of the association. Creating an environment of inclusion is an EDUCAUSE organizational goal, which includes, but is not limited to:

• Treating everyone with dignity, respect, and fairness
• Providing insights and input as a work contributor
• Listening to and acknowledging others' contributions
• Contributing to an open and welcoming environment across demographic categories and physical locations
• Meeting others at their point of need to advance organizational achievement
• For supervisors, ensuring everyone's input is heard and considered