Stellic

• You will own queue health, with high standards for SLA, CSAT, and ticket hygiene. • You'll own a defined set of product areas end-to-end including reading logs, querying data, reproducing issues, and forming hypotheses that hold up. • The escalations you write resolve in one round-trip — the engineer has enough context to act without back-and-forth. • You'll partner with Product to make sure issues do not recur. • You will improve KB articles, AI deflection content, and support guides. • You'll work alongside AI for first-touch deflection and contribute to improving its training.

• Relationship Ownership: Become a trusted advisor/partner to senior leaders, known for expertise and project execution to deploy Stellic as an enabler of student success. Owner of the strategic-level partner relationship — understanding their priorities and translating them into a roadmap of initiatives Stellic can deliver against. • Strategic Planning: Co-develop multi-year success plans with partner institutions that align Stellic's platform capabilities to their goals, challenges, and overall student success strategy. • Initiative Leadership: Lead a portfolio of 1–3 concurrent Stellic initiatives per partner. Define scope, success metrics, and executive alignment. Hand off execution to the delivery team while maintaining strategic oversight and accountability for outcomes. • Partner Communication: Present business reviews, initiative progress, strategy recommendations to key stakeholders that cultivate and retain long-term relationships with senior leaders. • Value Realization: Establish clear Partner retention and success goals, including high product adoption and high platform utilization, and own delivery of those goals. Ensure NPS is at or trending to our goal of 70. Identify potential opportunities for upsell that increase the impact on the Partner's Stellic strategic plan for student success. • Renewal & Expansion: Ensure renewals as a result of value delivered. Identify and develop expansion opportunities, both adding FTEs and additional modules, based on execution of the strategic plan and new initiatives. • Thought Partnership: Be a strategic “voice of the customer” thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Stellic’s Product and Partnership experience.

• Develop and execute detailed personal sales plans to achieve goals and quotas. • Drive the sales process through qualification, needs analysis, product demonstrations, negotiation, and closure. • Identify and develop new sales opportunities through networking, turning them into long-term partnerships. • Maintain a deep understanding of the assigned territory, the education sector, and competitive offerings. • Overcome customer objections by emphasizing benefits over features through strong negotiation skills. • Build a robust pipeline through prospecting to support the sales cycle, which fluctuates with the academic year. • Negotiate agreements and maintain accurate sales records in the CRM system (Hubspot). • Travel as needed to meet customers, support trade shows and conferences, attend meetings, or for personal development (up to 33% of total work time). • Communicate effectively with internal teams (Marketing, Product Management, and Customer Success), prospects, and customers.

• Drive customer success and retention by cultivating deep, trusted relationships with our partners. • Ensure institutions realize maximum value from Stellic by promoting high product adoption, facilitating seamless renewals. • Serve as a strategic voice of the customer internally, measured by customer satisfaction, retention, and revenue expansion. • Develop deep product and industry expertise, becoming a trusted advisor to our partners and internal teams.

• You will entirely lead the implementation process, from installation to validation, for an average of 6 simultaneous projects, on-budget while achieving our internal success criteria. • You will give our partners an amazing onboarding experience, leading to a high Customer Satisfaction. • You will be an effective point of contact for partners, gaining their trust and giving them a positive experience in working with you. • Drive high adoption through training on our product across diverse roles (advisors, registrar). • Partner with Sales, Integration, Product, and Marketing to unblock their projects, providing them with contextual timelines, project plans, product accelerants, adoption communications, etc. For larger Enterprise deliveries, you will work closely with Project Managers who would be in charge of timelines, project plans etc.

About Stellic We’re building a future where every student can move through their education with clarity, confidence, and purpose. Our platform transforms the student experience, giving them then tools they need to make the right decisions about their degree plans, track their journey, and build an education and career path that’s truly their own. Stellic is a fast-growing startup backed by leading social impact investors, partnering with top institutions like Cornell, Columbia, UVA, and Ohio State to support over 1 million students across 7 countries. As we scale to serve more universities worldwide, we remain deeply committed to this mission, driven by our values, and committed to building a high-performance team that’s here to make a lasting difference on both students’ lives and higher education. The Role As a Customer Success Manager at Stellic, you will drive customer success and retention by cultivating deep, trusted relationships with our partners. You will ensure institutions realize maximum value from Stellic by promoting high product adoption, facilitating seamless renewals, and serving as a strategic voice of the customer internally. Your impact will be measured by customer satisfaction, retention, and revenue expansion. Within your first year, you will develop deep product and industry expertise, becoming a trusted advisor to our partners and internal teams, helping shape product and partnership strategies. What You'll Do Relationship Management: Become an effective point of contact for institutions. Build and cultivate deep, trusted, and transparent relationships with our Partners, exceeding their expectations during every phase of the customer lifecycle. Value Realization: Establish clear Partner retention and success goals, including high product adoption and high platform utilization, and own delivery of those goals. Increase product NPS from 50 to 80. Identify potential opportunities for upsell which increases the impact on campus. Thought Partnership: Be a strategic “voice of the customer” thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Stellic’s Product and Partnership experience. Partner Training: Get high NPS and adoption from training across diverse roles (advisors, registrar). Creating training courses and educational materials. 100% Renewals: Own renewals for your partners end-to-end. Who You Are Passionate about the role and driving Student success Why Join Stellic? Shape the future of an impact-driven company at the forefront of higher education transformation Work closely with an ambitious, mission driven leadership team Competitive salary, equity, and a culture of excellence, speed, and ownership. Work and learn from some of the most prominent thought leaders in higher education and SaaS Generous stock options in a Series A stage startup Flexible, outcome-based culture Comprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan 401K and commuter benefits Annual international retreats in some of the most beautiful cities & towns Compensation OTE $80,000-$165,000 (base salary:commission = 80:20) At Stellic, total compensation packages are tailored to each candidate and take into account job-related skills, experience, qualifications, work location, training and current market conditions. Stellic is an Equal Opportunity Employer Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.