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Own client request intake, triage, routing, backlog organization, requirements gathering, release communications, and cross-functional coordination for SaaS product teams. Partner with Customer Success, Support, Marketing, and Engineering to turn requests into actionable work, maintain accurate tickets, support frequent releases, and communicate outcomes clearly in a distributed, async-first environment.

Manage end-to-end contract negotiations and lifecycle processes for higher education partners, including drafting, redlining, approvals, execution, renewals, and RFP responses. Serve as the primary liaison with procurement and legal offices, maintain contract tracking systems, and ensure terms align with billing, revenue recognition, and budgeting. Support billing plans and collections, improve templates and workflows, and identify contract-to-cash process improvements while managing multiple negotiations.

Manage engagement and adoption for a portfolio of higher education clients. Build client strategies, host office hours, educate administrators, monitor usage and health metrics, identify expansion opportunities, address disengagement, and provide platform recommendations. Develop trusted client relationships, communicate feedback internally, collaborate with client strategists, and support webinars and educational programs. The role requires approximately 15% travel.

Lead end-to-end SaaS implementations from discovery through go-live, manage multiple client projects, develop project plans, facilitate workshops, guide solution design and data readiness, serve as primary client contact, document requirements and configurations, and collaborate cross-functionally to ensure timely, high-quality onboarding and transition to ongoing support.

The Sales Development Representative will identify potential clients, conduct outreach, qualify leads, schedule demos, and support the sales team, while developing skills in consultative sales.

Own the admin experience roadmap for the Engagement Hub: prioritize discovery through delivery, resolve admin pain-points, automate workflows with AI/agents, run client-request intake and triage, partner with CS/Support for product decisions, support go-to-market readiness, and collaborate on quarterly and annual planning with the VP of Product.

Owns strategic direction and renewal outcomes for a portfolio of higher-education clients, leads Engagement Managers, runs annual strategy and adoption plans, identifies expansion opportunities, represents client needs internally, and tracks retention and account-health metrics. Requires ~35-40% travel.

Build and run the Product Operations function: own release process and internal readiness, coordinate cross-functional GTM for releases, maintain Jira hygiene and product operating rhythms, and implement data hygiene and dashboards (Mixpanel) to track product health and delivery.

As a Client Success Manager, you'll drive client retention, engage in implementation and training, and support student outcomes through strategic partnerships.