Client Success Manager

At Watermark, we partner with institutions of higher education to improve student learning and institutional quality with proven, reliable, and user-friendly assessment management and e-portfolio solutions and supporting services. Watermark is a recognized leader in student assessment, portfolio and accreditation. We serve over 1,700 institutions and close to a million students across the country.

This is a hybrid role in Austin, TX with up to three days in-office on Stonelake near the Domain. Applications will be accepted through Tuesday, 11/17.

About Us

Watermark is a leading higher education software provider with more than 25 years of experience helping colleges and universities make informed, data-driven decisions. Today, more than 1,500 institutions worldwide use Watermark's Educational Impact Suite to connect essential academic processes, including assessment, accreditation, faculty activity, and student success. As higher education evolves, Watermark continues to advance responsible, human-centered AI innovation, helping institutions uncover meaningful insights, reduce administrative burdens, and make better decisions while enhancing - not replacing - human expertise.

Recognized for innovation and industry leadership, Watermark's recent honors include the 2024 EdTech Breakthrough, TITAN Business, and Stevie Awards, along with the 2026 EdTech Breakthrough Course Evaluation Solution of the Year award and recognition among G2's Top 50 Education Products. But our technology is only part of the story. Our people are our greatest strength, bringing together talent, collaboration, and a shared commitment to advancing higher education. We're proud of what we've accomplished and excited about what's ahead. Join us as we continue to shape what's possible for higher education!

About this Position

As a Client Success Manager, you will collaborate with clients to ensure they fully adopt and leverage our suite of solutions. This entails cultivating a trusted advisor relationship in order to drive campus leadership toward achievement of their goals. You will then leverage the relationships you’ve built to drive client development efforts that organically grow the partnership and drive advocacy amongst our community of users.

Key Responsibilities of the Role

• Collaborating with current clients to drive adoption and ensure achievement of the client’s goals and objectives with Watermark platforms.

• Action planning and aligning internal resources to ensure client needs are met

• Building trusted relationships with key client stakeholders

• Supporting clients in effectively driving change on their campuses

• Partnering with Sales to drive expansion through cross and upsell opportunities

• Partnering with Watermark executive team for top account management

• Identifying risks that manifest within your client portfolio and initiating playbooks

• Documenting client information, activities, and interactions

• Creating services opportunities by introducing Academy training and Services packages

• Participating in the implementation phase as needed as strategic consultant

• Meeting with manager regularly to discuss challenges, risks and opportunities

• Contributing to the growth and development of a world class CSM team

Experience & Education Requirements

• Bachelor’s degree in business or a related field

• SaaS Background required

• Higher Education background preferred

• Experience defining organizational or institutional outcomes desired, and driving the institution toward those outcomes through value-added conversations and strategic reviews.

• Experience presenting and positioning solution ROI to leaders, Deans, Directors, and institutional leadership (Provosts, VPs, Presidents)

• Ability to flourish in a multi-tasking environment, comfortably re-adjusting priorities as needed

• Ability to work both independently and in collaborative and/or team settings, taking ownership of assigned tasks

• Excellent interpersonal skills, with a proven ability to communicate efficiently with individuals at all levels

• Ability to absorb knowledge quickly, work well under pressure, and thrive in an environment that is constantly changing

• Preference for those with experience in Sales or Account Management

• Experience presenting to audiences of all sizes, both in-person and virtually

• Willing and able to travel periodically (3-4 trips, annually; up to 25%)

• 1-2 years prior experience managing a portfolio of clients

• A high level of competence in communication, critical thinking, reasoning, as well as computer skills

Watermark is committed to fair and equitable pay practices for all qualified candidates. The annual salary range for this role is $70K - 75K (plus $30K+ commission) and varies based on several factors including geographical location, level of experience related to the role, education/licensure/certificates of the individual filling the role and other business and operational considerations.

At Watermark, we believe the diversity of our people is one of our greatest strengths and an important part of our success. We are committed to equal employment opportunity and to creating an inclusive hiring experience where all qualified applicants receive fair and equal consideration. Employment decisions are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity or expression), national origin, genetic information, disability, age, family status, marital status, neurodiversity, protected military or veteran status, or any other status protected by applicable federal, state, or local law.