Account Manager – Student Success
This role is fully remote in the USA.
The Role
Lumivero is seeking a driven and customer-focused Account Manager to join our Student Success team, supporting institutions that use Tevera, Sonia, and Experiential Learning Cloud (ELC). In this role, you will manage customer relationships, lead contract renewals, drive upsell opportunities, and guide customers through platform migrations and contract conversions to ensure long-term value and partnership success.
You'll serve as the primary commercial point of contact for your assigned portfolio, ensuring institutions are well-supported, satisfied, and positioned for continued success with Lumivero, including through platform and contract transitions.
What You'll Do
Customer Relationship Management Serve as the strategic partner for a portfolio of higher education customers using ELC and Sonia
Build strong, trusted relationships with academic, administrative, and procurement stakeholders
Engage proactively to ensure satisfaction, platform adoption, and value realization
Migrations & Conversion Own the customer-facing relationship for accounts migrating from Sonia to ELC, coordinating timelines and expectations alongside Implementation and Support
Convert existing customers on Lumivero's legacy ELC contract structure to a subscription-based agreement, structuring commercial terms that support a smooth transition
Identify migration and conversion risk (customer hesitation, pricing pushback, timeline conflicts) and escalate or resolve proactively to protect retention
Partner with Solutions Engineering and product teams to relay customer feedback on migration and conversion friction points
Renewals & Upsell Own the full renewal process, including forecasting, negotiation, and closing multiyear contracts
Identify and close upsell opportunities (e.g., increased user counts, additional licenses, premium features, contract conversion) within the same program
Collaborate with Customer Service and Support to align solutions with institutional goals
Forecasting & Strategy Maintain accurate renewal, upsell, migration, and conversion forecasts in Salesforce
Monitor account health and proactively mitigate churn risk, including risk tied to platform and contract transitions
Share customer insights and feedback with internal teams to help inform product strategy and customer experience
Required Skills & Experience 3+ years in Account Management, Customer Success, or SaaS Sales
Demonstrated success managing renewals and upsells
Experience managing customer transitions, platform migrations, or contract conversions is strongly preferred
Strong communication, negotiation, and stakeholder engagement skills
Ability to manage multiple priorities and work cross-functionally in a fast-paced environment
Experience using Salesforce and related sales or customer tools
Preferred Experience Knowledge of experiential learning or accreditation-based academic programs
Familiarity with higher education sales or customer relationships
Experience with Tevera, Sonia, Watermark EdTech platforms is a plus
Experience leading or supporting SaaS platform migrations or contract restructuring/conversion initiatives
The Essentials Fully remote in the USA. We provide all necessary equipment and a monthly tech stipend for your home office
A global team with local connections. Work with talented Lumiverians worldwide
Some travel to conferences, events, and team onsites
Visa sponsorship is not available for this role. Lumivero participates in E-Verify. All offers are contingent upon successful confirmation of employment eligibility
Compensation + Benefits Base salary is $75,000 - $85,000 with competitive variable compensation. Full compensation information will be shared with finalists
Benefits package including generous company contribution for major medical, dental, and vision insurance with HSA and FSA options available
Additional coverage including long and short-term disability coverage,…