Customer Success Manager North America

Hi, I'm Elodie, VP Customer Success at FeedbackFruits. 👋

More than 200 universities and colleges use FeedbackFruits to make good teaching possible at scale, and my team's job is to make sure that actually happens on their campuses, long after a contract is signed. We're reshaping Partner Success so it can grow with our partners, and a big part of that is building a real presence in the Americas. This role is the first step there, and the person who takes it will help shape what that region becomes.

I'm looking for someone to own our US partnerships from the first training all the way to renewal. You'll work with instructors, instructional designers and university leadership, helping them get value from our tools and building the kind of relationships where people tell you early when something isn't landing. Adoption in higher education takes patience, because budgets are tight, the academic calendar sets the pace and our product rewards the time people put into learning it. The people who do well in this role stay steady through that and keep finding ways to move an account forward.

You'll be based in the US and work fully remotely, with the rest of the team spread across Europe and APAC and our headquarters in Amsterdam. That comes with a lot of autonomy and a lot of trust. You'll run your own book, travel to partner campuses and conferences, and have direct influence on our product and on how universities teach. If you want to help build a new region with a VP who will back you while you do it, I'd love to hear from you.

What you'll do:

• Own a portfolio of US partner institutions and run their renewals end to end, from the proposal through contract negotiation and working with our Legal team

• Keep a close eye on adoption health and turn usage data into adoption plans and reports that partners can act on

• Run trainings and demos for faculty and instructional designers, and advise on pedagogy and product so our tools get used well

• Build relationships across each institution, from instructors to C-level, and grow internal champions who carry FeedbackFruits forward when you're not in the room

• Spot upsell and cross-sell opportunities and lead expansion conversations together with our US Account Executive

• Visit partners on campus and represent us at events and conferences, for up to 20% of your time

• Bring partner feedback to our Product team with the evidence behind it

• Keep HubSpot accurate, so your renewal forecast and at-risk accounts are always clear to the team

What you bring:

• You have at least 3 years in account management, customer success or partner management, and you've landed renewals you can walk someone through in detail, including the hard ones

• You're as comfortable with a professor as with a provost, and you run those conversations on your own

• You pick up complex software quickly, enjoy digging into data, and can explain an LMS integration without losing your audience

• You drive your own book. You prioritise, spot risk early and get moving without waiting for someone to check in

• You negotiate with confidence and stay calm when a renewal gets tricky, because you've brought the evidence with you

• You stay resilient when progress is slow, and you can tell the difference between "this isn't working" and "this hasn't worked yet"

• You say things clearly and early, whether that's a risk on an account or a well-reasoned no

• You might already know Canvas, Blackboard, Moodle or D2L Brightspace, or how procurement, accessibility and the academic calendar work in US higher ed. That helps a lot here, as does HubSpot experience

• Based in the Eastern or Central US time zone, authorised to work in the US without sponsorship, available 40 hours per week and able to travel up to 20% of your time

What you get:

• Competitive base salary plus bonuses: $85.000 base + 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 + $550 annual learning budget

• Company laptop

• Fully remote

• Unlimited access to mental health support via OpenUp

FeedbackFruits is an equal opportunity employer. We welcome people of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by law.