Mongoose

Customer Success Manager

• Lead the Post-Sale Operating Model: Build and scale a consistent, predictable operating rhythm across onboarding, adoption, renewal, and expansion. You’ll define lifecycle stages, exit criteria, health signals, and playbooks that give the team clarity, focus, and repeatability.
• Own Retention & Expansion Outcomes: Build and operationalize a clear expansion strategy that turns customer value into revenue growth. You’ll define how the organization identifies expansion signals, sizes opportunities, qualifies commercial handoff, and executes renewals and upsell plays. Through strong coaching and disciplined inspection, you’ll protect gross retention and deliver consistent, segment-level NRR performance.
• Elevate Customer Onboarding & Adoption: Ensure customers realize value quickly through a structured, outcomes-focused onboarding motion. You’ll strengthen success planning, usage improvement strategies, and adoption plays that deepen product engagement and health.
• Provide Leadership Across CS & AM Functions: Offer strategic and operational leadership across Customer Success and Account Management, working through managers and team leads to elevate performance, coaching, accountability, and customer outcomes.
• Run the Post-Sale Inspection Cadence: Evaluate existing strategy for QBRs, health reviews, renewal/expansion forecast calls, and performance inspections to ensure they create visibility, remove blockers, and drive proactive decision-making.
• Develop a High-Performing Team: Coach and enable the post-sale organization to consistently deliver value. You’ll strengthen capability across onboarding, adoption, commercial execution, and client relationship management.
• Partner Across Revenue, Product, Marketing, and RevOps: Serve as the connective tissue that aligns teams around a unified customer journey. You’ll bring customer insights into roadmap decisions, lifecycle communications, and forecasting.
• Own Executive-Level Customer Engagement: Act as a senior escalation point for high-impact or at-risk accounts, strengthening alignment with institutional leaders and ensuring customers understand the value Mongoose delivers.
• Forecast Retention & Expansion with Precision: Partner with Revenue Leadership and RevOps to forecast renewal and expansion performance, diagnose gaps, and ensure predictable outcomes across segments.
• Champion the Voice of the Customer: Surface insights that inform product expansion opportunities, marketing narratives, customer advocacy, and strategic planning—ensuring every decision reflects what customers need to be successful.

Director of Customer Success – Growth

Chief Marketing Officer

• Lead Product Positioning & Narrative: Lead the development of clear, compelling, insight-driven positioning and messaging that articulate who we are, the problems we solve, and the value we deliver across the student lifecycle. You’ll translate complex capabilities into simple, powerful stories that resonate with higher-ed buyers, inform the market, and differentiate Mongoose in a crowded space.
• Drive Go-To-Market Strategy & Execution: Build and run end-to-end GTM motions for new products, features, and enhancements—partnering closely with Product, Sales, and Customer Success to ensure every launch is coordinated, impactful, and aligned with business priorities. You’ll define launch tiers, orchestrate cross-functional readiness, and deliver clear assets that equip the field to win.
• Lead Lifecycle & Segment Strategy: Design and optimize full-funnel programs that support awareness, adoption, expansion, and retention. You’ll craft segment-specific value propositions, build persona frameworks, and create lifecycle journeys that help institutions understand the value of conversational intelligence at every stage of engagement, driving not only new business, but also customer expansions and renewals.
• Build High-Impact Sales Enablement: Create the messaging frameworks, competitive positioning, objection handling, pitch decks, battlecards, and training programs that empower Sales to tell a strong, consistent, value-driven story. You’ll ensure the team has what they need—when they need it—to convey value confidently, handle competitive pressure, and close deals.
• Fuel Customer Adoption & Expansion: Partner with Customer Success to deepen product understanding, drive adoption, strengthen health, and create compelling cross-sell and up-sell motions. You’ll build campaigns, resources, and programs that help customers unlock the full value of the platform and expand their usage over time.
• Turn Insights Into Strategy: Be the voice of the market internally—bringing structured insights on customer needs, competitive shifts, buying behavior, and market trends to inform product strategy and GTM prioritization. You’ll analyze data across channels, distill it into actionable recommendations, and ensure we’re building and messaging for what higher ed truly needs.
• Elevate Mongoose’s Category Leadership: Shape our point of view on the future of student engagement and lead initiatives that strengthen our authority in the market. You’ll collaborate on thought leadership, support demand generation efforts, and help define the narratives that position Mongoose as the trusted partner for institutions seeking deeper, more meaningful connections.
• Collaborate Across the Company: Work hand-in-hand with Product, Sales, CS, Marketing, and Leadership to ensure alignment across roadmap, messaging, campaigns, and field enablement. You’ll be a connector who brings clarity, orchestrates cross-functional rhythm, and ensures that every team is rowing in the same direction.

Product Marketing Director

People Operations

• Lead People Operations with Excellence: Manage and improve core People programs
• Run Consultative GTM, Product & Engineering Recruiting: Partner with hiring managers
• Build the Foundation for Growth & Development: Co-design initiatives with the VP of People Operations
• Drive a Remarkable Employee Experience: Support initiatives around engagement and recognition
• Be a Systems & Process Pro: Own systems and workflows in People function
• Collaborate & Communicate: Partner with Finance, Operations, and department leaders
• Innovate for the Future: Shape what’s next for Mongoose’s People & Talent strategy

Talent & People Ops Manager

Account Manager

• Consistently meet or exceed assigned renewal and expansion quotas
• Develop informed, strategic retention and growth plans and execute with a Customer Success Manager
• Lead renewals and anticipate/address risks before renewal time
• Generate pipeline via focused outbound activities and own upsell/cross-sell opportunities
• Expand product footprint within client institutions and introduce solutions to new departments
• Build relationships through strategic outreach and Mongoose Quarterly Reviews (MQRs)
• Partner with a dedicated CSM on commercial strategy while CSM focuses on adoption and value
• Collaborate with Marketing, Product, and Leadership to surface customer insights and close deals
• Represent Mongoose at industry events and conduct onsite visits and travel as needed
• Track client health metrics, maintain CRM (HubSpot), and share insights with internal teams

Customer Support

• Serve as the first point of contact for customers seeking product assistance - managed via email in HubSpot’s customer support ticketing system.
• Troubleshoot issues, guide users through solutions, and ensure they feel supported every step of the way - including hosting Zoom meetings to work through issues or provide additional support and training to end users
• Act as the voice of our customers by advocating for bug fixes, feature requests, and product enhancements with our internal teams.
• Become an expert in our platform, helping both customers and internal teams navigate features and integrations.
• Assist sales and client success teams in customer conversations that require deeper product knowledge.
• Support our QA team by testing new product features and identifying potential issues before launch.
• Help clients with the technical implementation of both higher-ed specific (Slate, Salesforce, Blackbaud NXT, Ellucian) and general  data integrations (FTP, CSV, API)
• Develop written documentation, technical guides, best practices, and release notes to enhance the customer experience.
• Manage support tickets efficiently, ensuring no customer is left waiting too long for a resolution.
• Own support cases, track progress, and maintain clear communication between internal teams and customers.
• Simplify technical concepts so that users of all backgrounds can easily understand solutions.
• Think creatively when troubleshooting technical challenges, digging into software and data issues to find effective solutions.
• Provide best practices, workarounds, and potential solutions when customer needs extend beyond current product functionality.
• Reflect on support processes and recommend ways to make them even better.

Director of Customer Success – Growth

Product Marketing Director

Talent & People Ops Manager

Account Manager

Product Support Specialist