EnterpriseAlumni

Customer Success Manager

• Own your book of business commercially • As named CSM with a multi-million dollar defined portfolio comprising 6 and 7-figure strategic accounts, you will own NRR, gross retention, and expansion revenue.
• Lead renewal strategy and commercial planning at the account level, forecasting accurately and managing risk proactively.
• Identify and develop upsell and cross-sell opportunities through a value-led approach, partnering closely with Sales to advance and close.
• Maintain accurate account health scores, renewal forecasts and plans, and risk flags in business systems and reports, with a bias for early identification and active planning to add value and intervene or escalate, as needed.
• Build multi-threaded relationships at senior levels, including commercial, people, marketing, comms, and strategy leaders, alumni relations heads, and C-suite sponsors at large enterprises.
• Act as the customer's internal champion on open issues: ensuring every active problem has clear ownership, honest timelines, and proactive outbound communication, so that the customer never has to ask where things stand.
• Navigate cross-functional dynamics within EnterpriseAlumni with influence rather than authority, aligning Support, Engineering, and Product around customer priorities and advocating with the credibility and evidence to drive action on timelines that matter.
• Plan and manage executive business reviews (EBRs) and quarterly business reviews (QBRs) in partnership with EnterpriseAlumni leadership, with a commercial agenda, and focused on value realized and forward strategy rather than platform usage metrics alone.
• Serve as a trusted advisor on alumni engagement strategy, guiding customers to design their programs to deliver measurable strategic outcomes for their alumni and institution.
• Personally own escalation and recovery for at-risk accounts in your portfolio, engaging at the right level with urgency and a clear resolution plan.
• Develop and execute account-level success plans, going beyond platform metrics to connect to the customer’s broader alumni strategy as it ties into their larger corporate strategic goals, which you will identify and align on continuously with the customer.
• Partner with customers to integrate alumni engagement within their internal teams, processes, and brand strategy, maximising program impact and executive visibility.
• Champion the alumni experience by guiding customers to build programs with compelling value propositions that drive genuine participation.
• Articulate ROI in terms that resonate with leadership in a range of sectors, drawing on institutional context, compliance considerations, and commercial outcomes.
• Manage expectations actively across the customer organisation: communicating upward to executive sponsors when needed, across to their internal stakeholders during program delivery, and proactively when timelines shift or issues arise.
• Synthesize patterns across your portfolio to surface product gaps, feature opportunities, and emerging customer needs.
• Bring structured, evidence-based customer insights to Product, making the case for roadmap investments that improve retention and expansion, leveraging channels such as the customer advisory board (CAB), QBR/EBR, and internal and analyst surveys (e.g. G2).

Senior Customer Success Manager