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Academic Analytics · 3 weeks ago

Strategic Client Success Manager

Work from Home - NC

Full-time

Hybrid

Mid, Senior Level

Academic Analytics is seeking a proactive, commercially minded Strategic Client Success Manager to serve as the primary architect of our partnerships with university clients. In this role, you will provide proactive support to become a trusted advisor, ensuring our clients not only utilize our data but derive measurable strategic value from it. You will own the full lifecycle of the client relationship—from onboarding and adoption to renewal and expansion.

Education

Responsibilities

Drive Outcomes, Not Just Usage: Move beyond basic training to deliver consultative insights. Partner with client leadership to define what "success" looks like for their institution and map our solutions to their specific strategic goals (e.g., faculty development, research excellence, grant acquisition)

Proactive Consultation: Anticipate client needs by understanding their goals and challenges, understanding data and longitudinal trends, learn specific "plays" and best practices gleaned from the broader Academic Analytics community to help clients overcome hurdles before they arise

Data Storytelling: Collaborate with our data analysts to translate complex datasets into compelling narratives and executive summaries that demonstrate clear ROI to stakeholders

Executive Engagement: Go wide and deep within the university hierarchy. Systematically build and nurture relationships beyond the primary user, establishing trust with Provosts, VPs of Research, Deans, and Department Chairs

Stakeholder Mapping: Actively identify key decision-makers and influencers across the campus ecosystem to ensure the partnership is resilient to personnel changes

Community Facilitation: Connect client leaders with their peers at other institutions, fostering a sense of community and sharing best practices that entrench the value of the Academic Analytics network

Renewal Assurance: Own the renewal number. Execute a high-touch engagement cadence throughout the year to ensure there are no surprises at contract maturity

Risk Mitigation: Proactively identify "at-risk" accounts (e.g., low adoption, leadership changes) and execute "get-well" plans to restore health and sentiment prior to renewal discussions

Annual Strategic Briefings (ASBs): Lead quarterly and annual strategic briefings with senior university leadership and Academic Analytics executives to reiterate value delivered, showcase ROI, and align on goals for the upcoming year

Consultative Upselling: Identify whitespace opportunities where additional Academic Analytics products can solve new problems for the client. Frame upsells not as "products" but as "solutions" to specific institutional pain points

Pipeline Generation: Partner with the sales team to nurture leads within existing accounts, turning happy users into internal champions who advocate for expanded services

Qualification

Client Success ManagementHigher Education ExperienceAnalytical CommunicationData StorytellingProactive ConsultationTech SavvyProactive Hunter MindsetAgility

Required

Bachelor's degree is required; advanced degrees are a plus to establish peer-level credibility with university leadership

Deep professional experience engaging with higher education administration or research strategy. You understand how universities 'think,' how they budget, and how governance works

Proven track record of managing a book of business, driving renewals, and identifying growth opportunities in a SaaS, data, or consulting environment

The ability to interpret complex data and explain it to both data scientists and non-technical administrators

You don't wait for the phone to ring. You actively seek out conversations, schedule campus visits, and uncover hidden needs

The ability to pivot quickly in a fast-paced, remote environment. You are organized enough to manage a complex portfolio but flexible enough to handle urgent client needs

Proficiency in CRM tools (Salesforce), virtual presentation platforms, and the Microsoft Office Suite

This is a fully remote position supporting a national client base. You must be self-motivated and disciplined

Expect ~40% travel. This is not 'maintenance' travel; it is strategic engagement. You will be visiting campuses to engage with leadership, attend national conferences, and participate in team workshops