Manager, Customer Success

Manager, Customer Success

We're looking for a Manager, Customer Success whose top priority is to help customers centralize and simplify their academic operations with Coursedog. Our products are widely adopted across an institution so you'll need to navigate complex customer relationships to drive adoption.

At Coursedog we prioritize ownership, and empower all team members to contribute and implement ideas to continually improve the company. As a Coursedog Manager, Customer Success, you'll be on the ground-floor helping us build processes for adoption and retention.

Key Responsibilities

Manage and lead a team of Customer Success Managers, becoming a trusted advisor with our customers to translate business processes into ROI and deliver a great customer experience with Coursedog.

Work collaboratively with Account Management and introduce opportunities for revenue growth and upsell.

Own customer health; create, own & drive a customer's overall success plan.

Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities.

Partner closely with the larger organization (namely project managers, product managers, engineering, support, data engineers, marketing) to ensure customer issues are resolved or addressed and their success is assured.

Maintain accurate customer records, activity logs, and other relevant documentation such as success plans, goals, milestones, and usage metrics in the customer relationship management (CRM) system.

Transform customers into brand advocates through successful relationship building, achieving customer goals, and providing world-class service.

Manage and drive resolution to customer escalations; flex your critical thinking and problem solving skills to help users navigate the platform as questions arise.

Provide customer training for current and future product features in both one-to-one as well as one-to-many customer audiences.

Translate customer needs and feedback to make informed feature recommendations with attention to detail.

Identify partnership success metrics and product adoption strategies for customers through comprehensive discovery sessions.

Skills Knowledge and Expertise

Bachelors Degree with 2-3+ years of Customer Success experience

Proactive communication skills, both sync and async. Strong customer facing skills and experience

Ability to follow through and take full ownership of customers and their outcomes

Experience managing and building relationships across multiple stakeholders

Experience uncovering uses-cases, identifying business needs and mapping to a solution

Critical thinking and problem solving skills.

Ability to juggle multiple priorities, prioritize and create the right accountability for success.

Extremely organized. You're able to take on a project with keyboard-level execution.

Intrinsically motivated : you set the highest possible bar for what you build, write, ship

Experience with customer success platform a plus

Knowledge of academic operations or Higher Education a real plus

Working at Coursedog

Healthcare, Dental & Vision We follow a fixed contribution model to ensure equity and transparency. Each employee receives the same annual dollar amount to allocate toward their medical, dental, and vision coverage. This empowers you to select the plan that best meets your needs whether it's a base-level plan or a more comprehensive option.

Depending on the selected coverage level, the company covers :

• Employee-only coverage : 99% to 55% of monthly premiums
• Employee + dependents : 77% to 43% of monthly premiums

We proudly partner with Aetna and Guardian, and offer access to best-in-class wellness perks including :

We also support pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

Retirement Planning To support long-term financial health, we offer a 401(k) plan from day one of employment. Beginning January 1, 2026, we'll provide a 4% employer match on your annual salary (subject to federal limits) for employees contributing to a tax-advantaged retirement account.

Paid Time Off We trust our employees to manage their time responsibly. That's why we offer an unlimited Paid Time Off policy because flexibility and balance are critical for sustained excellence and personal well-being.

Remote-First Since Inception We were built for distributed work. Our culture emphasizes flexibility over rigidity, outcomes over hours, and transparency over gatekeeping. We are committed to being a remote-first organization indefinitely, empowering you to work where and how you thrive best.

Equity As a valued contributor to our collective success, you'll participate in the upside. All employees are granted equity in the company, with vesting aligned to your role and tenure. Equity grants are reviewed and adjusted with promotions to reflect your evolving impact.

Paid Parental Leave We proudly support working parents with industry-leading benefits.

This time is fully paid and available to all eligible employees regardless of gender or family structure.

About Coursedog

Our mission is to break down barriers to opportunity for students. Coursedog provides higher ed with modern technology solutions empowering institutions, students, and communities across the globe. Coursedog's founding story is rooted in the desire to help students achieve their highest goals. In 2018, Coursedog's co-founders and then college students, Justin Wenig and Nick Diao, were frustrated by how difficult it was to get into the classes they needed to graduate on time. After speaking with higher education provosts and registrars to better understand how academic scheduling works, they came away with a vision that permeates the company today.

Coursedog has raised $113M total capital as a remote-first, hyper-growth startup currently backed by JMI Equity, and with past investments from YC and First Round Capital. We were recently ranked in Forbes top 500 US startup employers and our employee engagement scores rank in the top 5% of tech companies.