uConnect is on a mission to help more people realize their potential by improving access to career services for all people - early in their lives and throughout their careers. Initially focused on the traditional higher education market, uConnect's All-In-One Virtual Career Center is used by a wide range of institutions including UCLA, MIT, and Baton Rouge Community College to radically improve utilization of career services, career readiness and student outcomes.
We're a mission-driven team working in a fun and collaborative culture which puts people first. We have a physical office in Cambridge, MA but operate as a fully remote organization, encouraging mobility, and for all employees to work from their ideal environment. uConnect is backed by leading technology investors including Growth Street Partners, Strada Education and LearnLaunch.
As a Customer Success Manager at uConnect, you will be responsible for managing a portfolio of clients, ensuring they derive maximum value from our product. You will act as the primary point of contact for your clients, driving product adoption, engagement, and satisfaction. This role requires a proactive, customer-focused individual who excels at building relationships, identifying growth opportunities, mitigating risk, and ensuring successful renewals.
Job Responsibilities:
- Serve as the main point of contact for a dedicated portfolio of 100-120 clients, building strong, long-term relationships to ensure satisfaction and loyalty.
- Drive product adoption by educating clients on the full range of the product’s capabilities, helping them maximize the value of modules they have purchased.
- Proactively identify potential risks and work closely with clients and internal teams to mitigate them before they escalate.
- Identify opportunities for account growth through upsells and cross-sells by understanding clients’ business needs and challenges/pain points and aligning them with our product offerings.
- Own the renewal process from start to finish, ensuring timely renewals by addressing any concerns, showcasing product value, and aligning the product roadmap with clients’ evolving needs.
- Develop and execute success plans for each client, outlining goals, milestones, and success metrics aligned with product performance, and provide recommendations and next steps to ensure continuous improvement and value realization.
- Develop trusted, strategic relationships with influencers - including Directors, Vice Presidents, Deans, and Provosts - to understand their goals, and help them maximize their usage of uConnect to elevate their work and scale their impact on student outcomes.
- Cultivate customers to act as uConnect champions at external events, case studies, testimonials, and other highly visible activities.
- Host workshops and best practice events to encourage adoption and engagement of the product at scale and encourage interest in opportunities to grow clients’ current offerings.
- Work cross-functionally with sales, support, onboarding, customer education, product, and marketing teams to ensure a seamless client experience and successful outcomes.
- Provide regular reports to internal stakeholders on client health, adoption rates, and any challenges or opportunities. Gather feedback to inform product improvements.
Required Skills & Experience:
- Bachelor’s degree or equivalent experience in business, communications, or a related field.
- 3-5 years of experience in Customer Success, Account Management, or a related role within a SaaS or technology company.
- Proven track record of managing a large portfolio of clients with a focus on driving engagement, mitigating risk, and upselling.
- Strong communication and interpersonal skills, with the ability to build relationships and influence decision-makers.
- Ability to thrive in a fast-paced, dynamic environment with a strong sense of ownership and accountability. Comfortable working in a fast-paced, start-up environment where we move quickly and wear many hats.
- Excellent problem-solving and critical-thinking abilities.
- Ability to work cross-functionally and collaborate with diverse teams.
- Experience with CRM tools (e.g., Salesforce, HubSpot, etc.).Passion for the uConnect product and a desire to change the world of higher education.
Bonus Skills:
- Experience with customer success platforms (e.g. Vitally, ChurnZero, Gainsight, etc.) is a plus.
- Experience serving Higher Education institutions is a plus.
What else should you know?
At uConnect, we care deeply about our people. We know that a properly incentivized and highly motivated team is critical to our success and seek to ensure our employee experience reflects that. We offer competitive compensation, including participation in a generous employee equity stock option program, and a wide range of employee benefits, and are always committed to being an equal-opportunity employer.
Interested but not sure you're the right fit? If this sounds like a company you would like to join, but it may not be the right role, please don't hold back from reaching out. Whatever skills you bring to the table or background you're coming from, and we welcome you to start a conversation with us. Please apply to our General Interest application!
EEO Statement
Equal Opportunity Employer
uConnect is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
uConnect participates in E-Verify. View the E-Verify posters
here.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact
[email protected].
