Academic Success Manager

• Be the trusted partner for our customers, creating opportunities to improve educational outcomes by integrating our platforms into their daily practice   (including train the trainer and end user sessions)  
  • Build engagement plans for key accounts, partnering with customers on achieving agreed educational goals and driving usage tied to outcomes. Review plans for alignment during the year (e.g., midyear).   

• With existing customers, develop creative initiatives to strengthen satisfaction, increase usage, expand market presence, and build strategic relationships.  

• Monitor adoption metrics and proactively track usage to generate actionable customer insights and prevent risks.  

• Monitor the renewals pipeline and targets, partnering closely with AMs on key engagement actions to ensure successful renewals  

• Identify risks early and develop plans to strengthen satisfaction and usage in alignment with customer needs.  

• Identify upsell and cross-sell opportunities and collaborate with AMs to develop them  

• Lead onboarding and implementation

Requirements

• Demonstrated ability to work with a high level of autonomy and ownership, proactively managing priorities, decision-making, and deliverables in a fast-paced environment.
• Strong results-oriented mindset with a high sense of accountability, consistently driving initiatives to completion while meeting business goals and performance expectations.
• Proven experience in customer relationship management, building trusted partnerships with stakeholders and ensuring a high level of customer satisfaction and engagement.
• Strategic and analytical thinking skills, with the ability to interpret data, generate insights, support decision-making, and translate business needs into actionable plans.
• Collaborative and innovative profile, comfortable working cross-functionally and leveraging AI-driven tools and technologies to improve efficiency, processes, and business outcomes.