ReUp Education

Customer Success Manager

• Develop a trusted advisor relationship with partners, and proactively engage with them to identify needs
• Ensure successful delivery of appropriately customized solutions, and maintain high client satisfaction
• Lead new partner and program onboarding by leveraging an implementation team, composed of internal experts and other vendors contracted by the client
• Exceed revenue objectives by setting and meeting goals for student enrollment and persistence, and client renewals
• Measure, evaluate, and report on progress against leading indicators, recommending strategy changes and implementing solutions
• Play a key role in removing barriers and friction for adult learners, ensuring the ongoing appeal and accessibility of partner programs
• Create business reports and reviews to clearly communicate progress, forecasts, and improvement opportunities
• Design and streamline processes and procedures to enable the scalability of ReUp’s account management approach and capabilities

Director, Partner Success

Director

• Oversees the day-to-day operations of ReUp’s college and university partners
• Department strategy and team development; Lead, coach, and develop a high-performing team of 7-8 people with a strong focus on accountability, ownership, and continuous improvement
• Set clear priorities and direction to ensure the team consistently meets implementation goals and delivers exceptional service
• Develop and implement solutions for scaling operations to successfully manage ReUp’s rapidly growing client base of higher education partners
• Communicate updates and coordinate work with multiple departments across the company to meet operational and partnership goals
• Project management, client implementations, and troubleshooting
• Own the operational management of new partner implementations by driving alignment across internal teams and external stakeholders
• Build strong relationships with partner contacts at institutions to understand their needs, anticipate challenges, and ensure a smooth onboarding experience
• Support Learner Services, Marketing, Product, and other teams by ensuring they are equipped with key partner information related to student outreach and support, including financial aid, transfer pathways, and program offerings
• Ensure clear communication across departments regarding term start dates, academic calendars, and partner readiness
• Data processing, reporting, and list management
• Coordinate cross-functional efforts with Data Engineering and Product to ensure operational needs are met during partner onboarding
• Manage project timelines and team workflows related to student list processing and key implementation milestones, including lists from new partners and newly eligible lists from existing partners
• Support the creation of frequent reports for clients, including annual partnership reviews and ongoing enrollment reporting, translating complex operational data into client-friendly narratives and visualizations
• Analyze partner data and reporting to generate insights and recommendations for clients
• Build towards automated data and reporting solutions to support rapid growth
• Resource development and client experience; Support the Partner Success (account management) team in elevating ReUp’s client experience through new value-add tools and initiatives; Develop and manage a suite of resources and reports that provide partner-specific insights and recommendations, along with best practices for serving adult learners; Collaborate with Marketing to highlight and merchandise unique partner attributes, such as flexible programs and scholarship opportunities; Support the development and ongoing use by clients of ReUp’s new partner-facing platform for reporting and insights (launching over the next 6-9 months)

Director, Partner Success

Director of Partner Engagement