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Principal Customer Success Manager (REMOTE-WEST COAST LOCATION) -SaaS/enterprise level client e


San Francisco, CA, US

Req ID:  875
Level of experience:  Senior Level
Remote:  Yes
Travel Required:  0%-25%

Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.








We are currently seeking a Principal Customer Success Manager (CSM) who will be responsible for driving long term customer success and adoption of Ellucian products. In this mission critical role you will be the primary point of contact representing a highly visible customer segment.  
Higher education customers are transforming to modern campuses while leveraging technology and solutions to enable student success.  As a CSM you will partner with our customers in enabling their transformation to cloud/SAAS solutions and ensuring successful adoption of these solutions.  Building strong relationships with customers, collaborating cross functionally and becoming a trusted advisor both internally and externally are vital to ensuring success in this role. Additionally, a CSM coaches and mentors others successfully, ensuring management is informed of individual areas of strength and opportunities of improvement.

•    Evangelize capabilities of Ellucian Solutions.
•    Optimization of the application, subscription or service; Customer retention including supporting and/or executing the renewal process; cross-sell/up-sell.
•    Receive, respond to, and route products and services related inquiries to appropriate team members.
•    Conduct regularly scheduled communications with customer influencers and decision-makers.
•    Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan.
•    Customer Advocacy; secure customer references.
•    Track and enter data into systems of record; reporting, managing system configuration, and updating customer information.
•    Coordinate adoption activities by acting as the escalation point for communication and issues.
•    Collaborate across functional teams. Maintain and establish positive, productive working relationships with other departments within Ellucian.
•    Performs miscellaneous job-related duties as assigned.
•    Proven understanding of enterprise solutions.
•    Serve as the escalation point for communications and issues.
•    Interact with key influencers and decision-makers within assigned customer portfolio.
•    Assume leadership roles such as mentoring, owning highly visible customers, partnering with key stakeholders to generate and secure incremental business.
•    Will have a vested interest in the success and growth of the CSM program with senior management and influencing the behavior and performance of the Customer Success team.
•    Accountable for developing and leading key programs and initiatives; fostering and maintaining a positive relationship with all departmental owners.
•    Promoting the benefits and growth of the monetized Customer Success program, including involvement in Sales cycle.
•    Presenting, leading, and/or facilitating corporate message at customer events.
*Position Requirements
•    Requirements:
•    Bachelor's degree or equivalent combination of education and experience
•    7+ years of experience in a related industry preferred 
•    Experience working for a SaaS firm
•    5+ years of experience managing critical customer issues with senior management preferred
•    5+ years of experience as a Customer Success Manager preferred
•    Knowledge of higher education solutions (not required/preferred)
•    Must have the ability to work with multi-functional teams in virtual and face-to-face environments.
•    Exceptional interpersonal, organizational and communication skills (verbal and written)
•    Excellent presentation skills
•    Excellent problem-solving skills
•    Be a "self-starter" committed to customer satisfaction/delivery and able to respond to rapid change within the business.
•    Excellent collaboration acumen, ability to multi-task, and to work in a fast-paced and demanding environment
•    Proven ability to manage customer relationships with sales organizations
•    Action oriented, take charge attitude, and high accountability







Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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