Customer Success Manager

Summary

CampusGuard, a Nelnet Company, provides information security and compliance services to campus-based organizations and other regulated industries. The Customer Success Manager owns the client lifecycle for CampusGuard’s SaaS platform and consulting services, serving as a trusted advisor who drives compliance outcomes, security posture improvement, platform adoption, and client retention.

Responsibilities

• Lead the end‑to‑end client success lifecycle, including onboarding, success planning, ongoing engagement, and renewal support
• Develop and maintain documented client success plans with clearly defined outcomes, milestones, and adoption goals
• Monitor and assess client health using engagement data, sentiment, compliance status, and platform utilization
• Proactively identify risks, changes, or barriers to success and implement mitigation strategies
• Facilitate executive‑level business reviews that communicate progress, insights, and value delivered
• Serve as the primary strategic point of contact for clients, building trusted and long‑term relationships
• Coordinate cross‑functional delivery with internal teams to ensure timely, high‑quality execution of client engagements
• Drive platform adoption through proactive outreach, training coordination, and usage reviews
• Identify potential expansion opportunities and partner with Sales by providing contextual client insights

Skills

• * Bachelor's degree in Business, Project Management, Information Security, or a related field, or equivalent professional experience
• * Payment Card Industry Professional (PCIP) certification required within the first 12 months of employment
• * 3–5 years of experience in client success, customer success, account management, or project management within a SaaS, consulting, or professional services environment
• * Demonstrated experience managing client relationships and driving measurable outcomes
• * Experience coordinating work across cross‑functional teams
• * Client Relationship Management
• * Strategic Thinking
• * Cross‑Functional Collaboration
• * Data‑Driven Decision Making
• * Influence and Communication
• * Adaptable
• To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship
• * **Preferred:** Coursework or certification related to customer success, project management, or information security
• * Experience supporting compliance‑driven, security, or regulated environments
• * Experience working with higher education or similarly complex client organizations

Qualifications

Must Haves

• * Bachelor's degree in Business, Project Management, Information Security, or a related field, or equivalent professional experience
• * Payment Card Industry Professional (PCIP) certification required within the first 12 months of employment
• * 3–5 years of experience in client success, customer success, account management, or project management within a SaaS, consulting, or professional services environment
• * Demonstrated experience managing client relationships and driving measurable outcomes
• * Experience coordinating work across cross‑functional teams
• * Client Relationship Management
• * Strategic Thinking
• * Cross‑Functional Collaboration
• * Data‑Driven Decision Making
• * Influence and Communication
• * Adaptable
• To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship

Nice to Haves

• * **Preferred:** Coursework or certification related to customer success, project management, or information security
• * Experience supporting compliance‑driven, security, or regulated environments
• * Experience working with higher education or similarly complex client organizations

Benefits

• Medical
• Dental
• Vision
• HSA and FSA
• Generous earned time off
• 401K/student loan repayment
• Life insurance & AD&D insurance
• Employee assistance program
• Employee stock purchase program
• Tuition reimbursement
• Performance-based incentive pay
• Short- and long-term disability
• A robust wellness program