Customer Success Manager

CampusGuard, a Nelnet Company, provides information security services for campus-based organizations including higher education institutions, healthcare providers, city, county and state government agencies and hospitality markets. As a full-service information security firm, we leverage our knowledge combined with the industry standards for compliance and information security issues to provide our customers with world class information security & compliance services.

The Customer Success Manager (CSM) is responsible for owning the client lifecycle and ensuring clients achieve measurable outcomes from CampusGuard’s SaaS platform and consulting services. This role partners with clients as a trusted advisor, focusing on compliance achievement, security posture improvement, and sustained platform adoption. The CSM proactively monitors client health, identifies risks and opportunities, and drives value realization throughout the engagement. This position serves as the primary client advocate, coordinating internally to deliver outcomes and support long-term client retention.

JOB RESPONSIBILITIES:

• Lead the end‑to‑end client success lifecycle, including onboarding, success planning, ongoing engagement, and renewal support.

• Develop and maintain documented client success plans with clearly defined outcomes, milestones, and adoption goals.

• Monitor and assess client health using engagement data, sentiment, compliance status, and platform utilization.

• Proactively identify risks, changes, or barriers to success and implement mitigation strategies.

• Facilitate executive‑level business reviews that communicate progress, insights, and value delivered.

• Serve as the primary strategic point of contact for clients, building trusted and long‑term relationships.

• Coordinate cross‑functional delivery with internal teams to ensure timely, high‑quality execution of client engagements.

• Drive platform adoption through proactive outreach, training coordination, and usage reviews.

• Identify potential expansion opportunities and partner with Sales by providing contextual client insights. 

EDUCATION:

• Bachelor’s degree in Business, Project Management, Information Security, or a related field, or equivalent professional experience.

• Payment Card Industry Professional (PCIP) certification required within the first 12 months of employment.

• Preferred: Coursework or certification related to customer success, project management, or information security. 

EXPERIENCE: 

Required:

• 3–5 years of experience in client success, customer success, account management, or project management within a SaaS, consulting, or professional services environment.

• Demonstrated experience managing client relationships and driving measurable outcomes.

• Experience coordinating work across cross‑functional teams.

Preferred:

• Experience supporting compliance‑driven, security, or regulated environments.

• Experience working with higher education or similarly complex client organizations. 

COMPETENCIES/SKILLS: 

• Client Relationship Management

• Strategic Thinking

• Cross‑Functional Collaboration

• Data‑Driven Decision Making

• Influence and Communication 

• Adaptable

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Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or [email protected].

Nelnet is a Drug Free and Tobacco Free Workplace.

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