Account Manager - Student Success

Summary

Lumivero provides software solutions that help organizations manage data complexity, research, and business insights. The Account Manager will manage higher education customer relationships, lead renewals and upsell opportunities, and support platform migrations and contract conversions to drive retention and long-term customer success.

Responsibilities

• Serve as the strategic partner for a portfolio of higher education customers using ELC and Sonia
• Build strong, trusted relationships with academic, administrative, and procurement stakeholders
• Engage proactively to ensure satisfaction, platform adoption, and value realization
• Own the customer-facing relationship for accounts migrating from Sonia to ELC, coordinating timelines and expectations alongside Implementation and Support
• Convert existing customers on Lumivero's legacy ELC contract structure to a subscription-based agreement, structuring commercial terms that support a smooth transition
• Identify migration and conversion risk (customer hesitation, pricing pushback, timeline conflicts) and escalate or resolve proactively to protect retention
• Partner with Solutions Engineering and product teams to relay customer feedback on migration and conversion friction points
• Own the full renewal process, including forecasting, negotiation, and closing multiyear contracts
• Identify and close upsell opportunities (e.g., increased user counts, additional licenses, premium features, contract conversion) within the same program
• Collaborate with Customer Service and Support to align solutions with institutional goals
• Maintain accurate renewal, upsell, migration, and conversion forecasts in Salesforce
• Monitor account health and proactively mitigate churn risk, including risk tied to platform and contract transitions
• Share customer insights and feedback with internal teams to help inform product strategy and customer experience

Skills

• 3+ years in Account Management, Customer Success, or SaaS Sales
• Demonstrated success managing renewals and upsells
• Strong communication, negotiation, and stakeholder engagement skills
• Ability to manage multiple priorities and work cross-functionally in a fast-paced environment
• Experience using Salesforce and related sales or customer tools
• Experience managing customer transitions, platform migrations, or contract conversions
• Knowledge of experiential learning or accreditation-based academic programs
• Familiarity with higher education sales or customer relationships
• Experience with Tevera, Sonia, Watermark EdTech platforms is a plus
• Experience leading or supporting SaaS platform migrations or contract restructuring/conversion initiatives

Qualifications

Must Haves

• 3+ years in Account Management, Customer Success, or SaaS Sales
• Demonstrated success managing renewals and upsells
• Strong communication, negotiation, and stakeholder engagement skills
• Ability to manage multiple priorities and work cross-functionally in a fast-paced environment
• Experience using Salesforce and related sales or customer tools

Nice to Haves

• Experience managing customer transitions, platform migrations, or contract conversions
• Knowledge of experiential learning or accreditation-based academic programs
• Familiarity with higher education sales or customer relationships
• Experience with Tevera, Sonia, Watermark EdTech platforms is a plus
• Experience leading or supporting SaaS platform migrations or contract restructuring/conversion initiatives

Benefits

• We provide all necessary equipment and a monthly tech stipend for your home office
• Benefits package including generous company contribution for major medical, dental, and vision insurance with HSA and FSA options available
• Additional coverage including long and short-term disability coverage, life insurance, and voluntary insurance options
• Roth and Traditional 401(k) options with a generous match, vested immediately
• Technology stipend to keep your home office running
• Flexible time off, 11 holidays, and paid sick time
• Company paid parental leave policies
• Fully remote in the USA