Customer Success Manager

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 a Customer Success Manager, you will work on:

• Relationship Management: Become an effective point of contact for institutions. Build and cultivate deep, trusted, and transparent relationships with our Partners, exceeding their expectations during every phase of the customer lifecycle.
• Value Realization: Establish clear Partner retention and success goals, including high product adoption and high platform utilization, and own delivery of those goals. Increase product NPS from 50 to 80. Identify potential opportunities for upsell which increases the impact on campus.
• Thought Partnership: Be a strategic “voice of the customer” thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Stellic’s Product and Partnership experience.
• Partner Training: Get high NPS and adoption from training across diverse roles (advisors, registrar). Creating training courses and educational materials.
• 100% Renewals: Own renewals for your partners end-to-end.

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

• Bachelor's degree, minimum
• Professional background in education technology required
• Partner Success: Seamlessly navigate multi-stakeholder environments, forging connections at all levels within partner and internal organizations, to realize and drive long-term success
• Customer Empathy: Deep empathy for stakeholders and motivated to make them achieve their goals
• Persuasion Influence: Articulate ideas persuasively. Influence and inspire action or decision-making. Use compelling arguments and evidence
• Experienced with Legacy Space: Know how to get shit done in bureaucratic, slow orgs like government, finance, healthcare and higher ed. Understand the politics going behind the scene in a large institution
• Problem Solving: Proactively identify, share and mitigate/neutralize risks - both internally and externally. Exercise creativity to figure things out in a scrappy environment to keep projects on track
• Data Analysis Reporting: Analyze data and effectively translate into ROI realization. Comfortable with csv files and excel
• Training: Train diverse stakeholders on a complex product (enterprise B2B SaaS)
• Documentation Communication: Write succinct notes and share updates with relevant stakeholders
• Focused on Impact, not Progress: Not task oriented but goal oriented
• Operationally Excellent: Manage your caseload of 25 Partners effectively
• Comfortable with Commercial: You don't shy away from up-sell or renewal conversations (commercial conversations) with Partners
• Collaborative Player: You collaborate with sales, product and marketing teams independently
• Grit: You get stuff done, no matter what attitude - no internal or external excuses
• Culturally Aligned: You're a natural fit for Stellic-Values-My-Heart-is-in-the-Work-3d7d14fe07474830aacc06818b7a61c1?pvs=21">Stellic Values: My Heart is in the Work
• Passion for this role!

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

Compensation: $80,000 - $165,000 base salary, plus equity

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.

Originally posted on Himalayas