• Own a portfolio of funded US customers throughout the full post funding lifecycle, from onboarding through to renewal, upsell and re engagement. • Own post funding onboarding, making sure customers understand their repayment schedule, account access and support channels from day one • Monitor account health across your portfolio and proactively reach out when signals suggest a customer needs attention before it becomes a problem • Own reactivation and re engagement of past and dormant customers, running win back campaigns for churned or denied applicants and customers who haven't taken further capital, coordinating with Sales and Marketing to bring them back into an active facility • Manage renewals and upsells, including top ups, line of credit extensions and refinancing into new products, working closely with RevOps and Underwriting to triage and route each deal type correctly • Act as the primary point of contact for customer escalations, resolving what you can directly and routing complex issues to the right team, whether that's Operations, Risk, Collections, Partnerships or Engineering • Track and drive improvements to NPS and CSAT through proactive aftercare, problem solving and testing solutions with your customers • Become a subject matter expert on the small business financing space and act as the voice of the customer, feeding insights back into product development • Work effectively within our tools, including HubSpot, Back Office and Aircall, and help identify where AI powered support like Nova can take routine queries off your plate

• Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business • Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes • Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk • Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively • Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support • Share feedback and contribute to refining processes to enhance team efficiency and scalability • Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases

Role Description CodeSignal is seeking an EDU-focused Customer Success Manager who is passionate about enabling customers to achieve meaningful outcomes with our platform, working specifically with universities and higher education institutions. In this role, you’ll blend domain expertise, project management, strategic consulting, and customer coaching to guide universities through implementation, adoption, and long-term success. As a trusted advisor to a fast-growing portfolio of EDU clients, you’ll play a critical role in helping them maximize value, making Customer Success a key driver of CodeSignal’s overall impact and growth. You can expect to work on the areas outlined below. What You'll be Doing - Implementation & Training: - Manage a portfolio of fast-growing customers, guiding them through a smooth and successful onboarding experience. - Coordinate implementation milestones—including kickoff, product training, data migration, and rollout planning—to ensure customers are set up for long-term success. - Facilitate enablement sessions and assist customers in identifying and solving for their unique use cases. - Support early calibration and alignment sessions to ensure customer goals and success criteria are well defined. - Success Management & Renewals: - Own the customer relationship post-sale, including renewals and expansion for your book of business. - Build strong, strategic relationships across customer organizations, including with VP-level and senior stakeholders. - Act as a trusted advisor, developing champions by combining deep product knowledge, industry context, and business acumen. - Deliver ongoing training and new-feature enablement to help customers continually extract value. - Lead regular check-ins to track progress toward success metrics, identify risks, and create action plans that drive adoption. - Partner with Solutions Engineers and cross-functional teams to design thoughtful solution strategies and translate customer needs into product opportunities. - Represent the customer voice internally to inform roadmap direction, positioning, and broader GTM strategy. - Conduct structured and impactful customer meetings—including trainings, business reviews, and power-user interviews. - Proactively identify issues or blockers and collaborate with internal teams to resolve them quickly and effectively. Qualifications - Deep, hands-on understanding of higher-education personas — Provosts, Deans, and Academic Affairs leaders — and the specific pain points they face, gained either as a higher-ed practitioner or through a CS/Account Management role managing higher-ed accounts. - 5+ years of Customer Success or Account Management experience in EdTech, online/hybrid learning, or at a technology company with a strong higher-education go-to-market motion. - Demonstrated success leading end-to-end implementations and delivering effective end-user training. - Proven, quantifiable track record of customer retention and account growth. - A customer-first mindset with the ability to build strong, consultative relationships with senior stakeholders. - A strategic, data-driven approach to account management—comfortable analyzing usage and success metrics to build renewal/expansion strategies and communicate ROI to institutional stakeholders. - A collaborative, empathetic, and solutions-oriented team player. - Exceptional written and verbal communication skills, including strong presentation capabilities. - A scrappy, entrepreneurial mindset — this is a new, fast-growing segment, so you’ll be establishing much of the process and playbook as you go. Requirements - Experience transitioning from a sales background into Customer Success. - First-hand experience working inside a college or university office (e.g., career services, business development, or academic affairs).

• Hast du Lust, mit uns gemeinsam die Nr. 1 im Balkonkraftwerk-Space zu werden – und unsere Customer Journey auf ein völlig neues Level zu heben? • Du entwickelst starke E-Mail-, WhatsApp- und SMS-Funnels, die aus Interessenten Neukunden machen – und aus Neukunden treue Wiederkäufer. • Du baust skalierbare CRM-Strategien auf, die direkten Einfluss auf unseren Umsatz und den Customer Lifetime Value haben. • Du konzipierst, entwickelst und optimierst E-Mail-, WhatsApp- und SMS-Flows und sorgst für eine klare, performante Kommunikation. • In enger Kooperation mit unserem Performance-Team entwickelst du Funnel-Logiken, die Paid Leads systematisch in Käufer verwandeln. • Du gestaltest Nurturing-Sequenzen und gibst Input für Copy & Creatives. • Du erkennst Kundenbedürfnisse und baust gezielte Flows zur Wiederkauf- und Kundenbindung auf. • Du analysierst Kundenverhalten, führst A/B-Tests durch, interpretierst Daten aus Klaviyo, Shopify & Co. und optimierst kontinuierlich.