Customer Success Manager North America

More than 200 universities and colleges use FeedbackFruits to make good teaching possible at scale. The role owns US partnerships from the first training all the way to renewal, working with instructors, instructional designers and university leadership. The position is fully remote, based in the US, with the rest of the team spread across Europe, APAC and headquarters in Amsterdam. It offers significant autonomy and direct influence on the product and on how universities teach.

Responsibilities

Own a portfolio of US partner institutions and run renewals end to end, from proposal through contract negotiation and working with the Legal team; Monitor adoption health and turn usage data into adoption plans and reports partners can act on; Run trainings and demos for faculty and instructional designers, and advise on pedagogy and product; Build relationships across each institution, from instructors to C-level, and grow internal champions; Spot upsell and cross-sell opportunities and lead expansion conversations with the US Account Executive; Visit partners on campus and represent the company at events and conferences, for up to 20% of time; Bring partner feedback to the Product team with supporting evidence; Keep HubSpot accurate so renewal forecasts and at-risk accounts are clear to the team

Requirements

At least 3 years in account management, customer success or partner management; Experience landing renewals, including difficult ones, that can be walked through in detail; Able to lead conversations with professors and provosts independently; Quickly picks up complex software and enjoys working with data; Can explain an LMS integration clearly; Drives own book, prioritises, spots risk early and acts without waiting for check-ins; Confident negotiator who stays calm during tricky renewals and brings evidence; Resilient when progress is slow and can distinguish 'this isn't working' from 'this hasn't worked yet'; Communicates clearly and early about account risks or well-reasoned no's; Based in the Eastern or Central US time zone; Authorised to work in the US without sponsorship; Available 40 hours per week; Able to travel up to 20% of time

Nice to have

Familiarity with Canvas, Blackboard, Moodle or D2L Brightspace; Knowledge of procurement, accessibility or the academic calendar in US higher education; HubSpot experience

Benefits

Competitive base salary plus bonuses and commission structure; 401(k) with employer contribution; Health, dental, and vision insurance (50% contribution toward spouse and children); 25 days PTO (vacation and sick combined); A paid day off on your birthday; 3 paid volunteering days per year; 3 paid L&D days per year plus $550 annual learning budget; Company laptop; Fully remote; Unlimited access to mental health support via OpenUp