Enterprise Success Manager

About Candidly

Founded in 2016, Candidly revolutionizes how college financial planning, borrowing, repayment, and saving are approached. We provide the leading AI-powered student debt and savings optimization platform, collaborating with over hundreds of premier employers, financial institutions, and retirement record keepers. Serving more than 35 million Americans, we have helped users reduce over $1.8 billion in student debt and accelerate loan payoffs by 175,000 years. As a high-growth Series B startup backed by notable investors, our fully remote international team of 70+ professionals includes alumni from top global companies.

Role Overview

As an Enterprise Success Manager, you will be a key player in the Customer Success team, managing a portfolio of flagship enterprise accounts and acting as the internal voice for customer feedback to influence product development. You will nurture meaningful relationships with customers—from their goals and needs to uncovering growth opportunities—and collaborate closely with cross-functional teams to drive customer success.

Key Responsibilities

• Manage a portfolio of Candidly’s top enterprise clients with high ARR and growth prospects
• Master the Candidly platform to deliver exceptional customer experiences and champion the brand
• Be the primary customer contact externally, ensuring product quality and an outstanding user experience
• Serve internally as the main liaison on all customer initiatives across departments
• Leverage AI tools to streamline meeting preparation, quarterly and executive business reviews, and account documentation to maximize strategic engagement time
• Create and implement customer success plans aligned with client objectives and report progress internally and externally
• Craft insightful narratives demonstrating customer ROI and promote product adoption and expansion strategies
• Collaborate with marketing, product, and sales on product launches and campaigns to drive pipeline and upsells
• Continuously optimize customer experience processes and exceed satisfaction and NPS goals
• Maintain accurate and timely records of all customer communications
• Encourage professionalism and customer advocacy throughout the organization

Required Qualifications

• 5 to 10 years of professional experience with 3 to 5 years in Customer Success, Account Management, Consulting, or Project Management
• Demonstrated experience managing large enterprise clients across institutional sectors
• Excellent interpersonal skills including empathy and ability to build authentic business relationships and manage challenges
• Proven ability to influence senior decision-makers (VP level and above)
• Experience adopting and utilizing AI-driven workflows to scale customer account coverage efficiently
• Strong verbal and written communication capabilities, adept at presentations to various audience sizes
• Exceptional accountability, organizational skills, and time management
• Solid project management capabilities
• Proactive and responsive with a customer-first mindset and experience advocating for customers
• Experience designing and improving processes and handling large-scale integrations
• Team player who thrives in fast-paced environments and takes initiative beyond assigned duties

Preferred Qualifications

• Experience in high-growth, fast-paced startup companies
• Background in employee and group benefits such as retirement, health, financial wellness, or student debt benefits
• Familiarity with CRM and Customer Success platforms like ChurnZero
• Management experience is a plus

Additional Information

Employment offers at Candidly require successful completion of pre-employment screening including background, employment and education verification, credit checks, and fingerprinting as applicable. We are committed to fostering an inclusive environment and are an Equal Opportunity Employer that bases employment decisions on qualifications, merit, and business needs without discrimination.