Job Responsibilities:
- Client Relationship Management & Engagement – Build and scale relationship model that aligns customer goals with product value, enabling engagement and satisfaction, measurable outcomes and consistent experiences.
- Team Leadership & Issue Resolution – Lead and coach customer support team, optimizing workflows, and manage escalations with focus on timely resolution and effective objection handling to retain trust and drive customer success.
- Risk Mitigation & Customer Feedback Integration – Identifying potential challenges, proactively addressing issues, and using insights from customer interactions to improve the platform.
- Account Growth, Renewals & Advocacy – Develop repeatable playbooks and team capabilities to drive expansion, renewals, and customer advocacy at scale, ensuring impact and growth with every account.
- Self-Service Resources & Knowledge Base Development – Scale customer enablement by ensuring the ongoing development of a library of self-service tools and resources that reduce support dependency, improve onboarding, and empower users at every stage of their customer experience.
- Continuous Improvement – Continuously improve internal processes, workflows, and tooling to support team efficiency and effectiveness.
Required Skills & Experience:
- Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field.
- 5+ years of experience leading and scaling high-performing Customer Success teams and driving retention strategies.
- Experience implementing scalable systems and leading teams through operational change
- Expertise in navigating complex conversations and managing retention
- Strong ability to build and maintain long-term relationships with customers.
- Experience in optimizing customer support workflows and issue resolution processes.
- Ability to analyze customer success metrics and implement improvements.
- Excellent problem-solving and critical-thinking abilities and day-to-day project management.
- Experience working with sales, product, and marketing teams to align customer needs with business goals.
- Comfortable working and thriving in a fast-paced, start-up environment where we move quickly and wear many hats.
- Familiarity with CRM platforms, customer success tools, and support software, such as Gong, Vitally, Hubspot, etc.
- Background in SaaS, higher education, or career services technology is a plus.
What you'll get:
- Remote work and flexible schedule
- Gold PPO health insurance with nation-wide networks covered at 100% for employee premiums and 60% for dependents
- Dental insurance covered at 75% for employee premiums and 50% for dependents
- Vision insurance covered at 75% for employee premiums
- Optional Health and Dependent Care FSAs
- One Medical Primary Care Membership
- 100% vested 401(k) with 100% of employee contributions matched up to the first 3% of pay and 50% of employee contributions matched on the next 2% of pay after a 90-day waiting period
- Employer paid $50,000 basic life insurance policy
- Unlimited paid vacation time
- 12 weeks paid parental leave after one year of employment
- Home office stipend
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What We Do
uConnect built the first all-in-one virtual career center platform designed to radically improve digital student engagement. Our mission is to empower the next generation to realize their full potential by improving access to career resources, networks, and opportunities—early in their lives and throughout their careers 91% of students enrolling in college indicated that employment was their primary or sole motivation, yet half of U.S. college students graduate without ever having used career services or its online resources. uConnect's virtual career center combines career content management and modern student communication to improve visibility, accessibility, and utilization of high-impact career services for students, faculty, and the campus community. Schools like Bentley University, MIT, and UCLA use uConnect to transform the role of career services from an admitted weakness to a strategic competitive advantage to inspire purposeful pathways from education to employment. Developed directly from the experience of our founder, uConnect is deeply committed to ensuring every young person can access the career information and support they need to succeed, regardless of their age, what school they go to, or where they are from. uConnect is backed by leading education technology investors, including Strada Education, LearnLaunch, and Growth Street Partners.
