Customer Success Manager

At 2U, we are all in on purpose. We are motivated by our mission – to make learning limitless– and connected by our shared passion to deliver world-class higher education at scale. As the parent company of edX, a leading online learning platform, 2U powers thousands of  higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives. 

What We’re Looking For:

The Customer Success Manager (CSM) drives customer success by delivering value, maximizing utilization, and fostering long-term partnerships. As the central point of contact for assigned accounts, the CSM ensures a seamless journey from onboarding to renewal. This role blends operational excellence, data-driven insight, and strategic consultation to build strong customer relationships, enhance learning outcomes, and contribute to revenue retention and growth.

Our Goal

To ensure that customers effectively implement and derive maximum value from their educational solutions. This involves proactive engagement, strategic advisement, operational support, and collaboration to drive usage, satisfaction, retention, and expansion.

Responsibilities Include, But Are Not Limited To:

Onboarding, enablement and performance monitoring

• Guide new customers through a seamless onboarding experience.
• Define customer goals and create tailored success plans.
• Track adoption, engagement, and performance metrics; deliver insights to improve outcomes.
• Deliver Executive Business Reviews (EBRs), sharing progress against KPIs and recommendations for growth.
• Host targeted training for administrators and learners, including product updates and platform walkthroughs.

Build and Maintain Trusted Relationships and Serve as a Strategic Advisor

• Act as the customer’s strategic advisor and internal advocate.
• Conduct proactive check-ins and engagement touchpoints per account tier.
• Monitor usage, pacing, and learner performance to identify risks and trends.
• Provide content curation and make data-informed course recommendations.
• Collaborate with clients to align edX solutions with their goals, sharing best practices and guidance.

Renewal and Expansion Support 

• Partner with Sales to support renewal and upsell opportunities.
• Develop retention strategies for customers approaching renewal.
• Share insights and recommendations that demonstrate impact and ROI.

Collaborate for Customer Success 

• Maintain accurate CRM records, account plans, and meeting notes with weekly updates.
• Engage cross-functionally with Support, Sales, Marketing, Product, and Solutions to deliver a consistent customer experience.
• Identify and escalate client issues or needs appropriately.
• Contribute to internal knowledge bases and share best practices during team forums.
• Record and tag client meetings using internal platforms (e.g., Kaia).
• Participate in strategic planning and feedback loops to continuously improve customer experience and internal processes.

*The responsibilities outlined above represent the general expectations for the Customer Success Manager role. However, these may evolve based on business needs. At this level, CSMs may be required to focus on specific areas, such as onboarding, partnerships, strategic advisement, or renewal support, to provide specialized expertise and meet organizational priorities.

Things That Should Be In Your Background:

• 5+ years of experience in Customer Success, Client Services, or Learning & Development.
• Strong relationship-building, communication, and presentation skills.
• Analytical mindset with a passion for problem-solving and data-driven decision-making.
• Experience with CRM systems (e.g., Salesforce), customer engagement tools, and reporting dashboards.
• Ability to thrive in a fast-paced, cross-functional environment.

Other Attributes That Will Help You In This Role:

• Familiarity with educational technology or SaaS-based models is preferred.

While this position is open to remote candidates across the U.S., we will prioritize those who live in the Washington-Baltimore metropolitan area and who are available to come into our Headquarters in Arlington, VA two days a week.

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide millions of learners and counting with access to world-class higher education, then join us – and do work that makes a difference. 

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, U.S. benefits include: 

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($79,000 -$102,000), with potential bonus eligibility.  Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U

2U partners with the world's top universities and companies to develop and deliver education programs that accelerate careers and transform lives. Through partnerships with the world’s leading colleges, universities, and companies, 2U delivers thousands of online programs to millions of learners worldwide on edX, its global learning platform. From executive education and professional credentialing to master’s degree programs and free, open courses, 2U transforms how top institutions deliver workforce-aligned online education, enabling professionals to advance without pausing their careers. Learn more at 2U.com.

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.