Client Success Manager Jobs in Amherst, MA (NOW HIRING)

About Holyoke Community College: Holyoke Community College is housed on a multi-million-dollar, 135-acre campus, equipped with state-of-the art technology in specialized learning facilities. HCC serves over 9,000 students annually, and provides a variety of recreational and cultural activities, from sports programs to music festivals, for students and community members alike. The college's strongest assets continue to be an innovative spirit, a sincere concern for students and a commitment to strive for even greater success.

These are the values which have created a tradition of excellence spanning more than six decades, and which are enabling Holyoke Community College to meet today's challenges. Mission: Educate. Inspire.

Connect. Values: Kindness, Inclusion, Trust, Innovation & Collaboration Kindness, inclusion and trust are the foundation of the work that we do together. Innovation and collaboration enable us to explore and implement the ideas that will shape our future.

Reporting to the Dean of Strategic Recruitment Initiatives, the Student Success Platform Manager serves as the lead manager and technical expert for the EAB's Navigate360 platform, ensuring its effective, secure, and innovative use to support new student onboarding, successful course completion, retention and graduation. This position oversees system administration, user support, data integrity, training, and process improvement, while partnering with IT and campus stakeholders to coordinate integrations, troubleshooting, upgrades, and reporting. The Student Success Platform Manager provides guidance to faculty, staff, and advisors in leveraging EAB's Navigate360 for case management, communication campaigns, and targeted interventions, while also driving campus-wide strategies that align with institutional goals for student success.

Through collaboration, training, and proactive promotion of best practices, the role ensures EAB's Navigate360 is a central, effective tool in advancing the college's strategic plan objectives. Serve as the primary Application Manager for HCC: manages and coordinates the campus-wide use and continual process improvement of EAB's Navigate360; provides technical support and expertise as lead Application manager for EAB's Navigate360 users across the college; ensure the secure and appropriate use of EAB's Navigate360 data; record and maintain appropriate user access permissions; keep users informed of changes and new features; verify and update EAB's Navigate360 data standards, documentation, and google site; collaborate with campus stakeholders in developing and delivering training throughout the year for the use of EAB's Navigate360 in onboarding, success, and retention of students. Partner with the information technology enterprise applications team to support technical troubleshooting, testing with existing systems and services, and support for upgrades; serve as the point person with EAB for the submission and tracking of support tickets.

Provide ongoing end-user support; answer technical questions, provide department-specific use case guidance and configurations within the platform, and schedule workshops and trainings on features and updates. Partner with departments to integrate EAB Navigate360 into strategic plans and lead conversations around assessment, implementation, and continuous improvement of EAB Navigate360-supported initiatives. Coordinates with stakeholders to support the technical assignment of workload and case management across functions related to student onboarding, advising, success, and retention.

Initiate projects, develop plans, timeline of assessment, and coordinate communication among the stakeholders including advisors, faculty, staff, and students. Gather feedback/input from campus partners to develop a plan of action for system feature implementation. Maintain knowledge of EAB's Navigate360 platform functions, tools, and reporting capabilities, and use the tools in EAB's Navigate360 to provide reports and data to inform student success strategies.

Participate in various committees to establish policies for the usage of EAB's Navigate360 and to coordinate institutional strategies and processes in support of student success; actively participate in EAB-led support webinars, bi-weekly support calls, community boards, and idea portal submissions. Support users in the development of care unit and location-specific communication campaigns and regularly assess intervention strategies with different features to support student success and departmental strategic plans. Consult with departments and functional units in the development of student support initiatives and opportunities to provide greater coordination of targeted interventions in support of student success across campus.

Support departments in developing their own training processes for the use of EAB Navigate360. Proactively promote strategies to better serve students and improve student outcomes; coordinate with enrollment and student support leaders to support the technical implementation of workflows; assess the effectiveness of strategies. Coordinate with the offices of Institutional Effectiveness and Strategic Analytics, Information Technology, and Enrollment Management to validate and improve institutional data and reporting in support of retention and student success; makes data-driven decisions to ensure the College's Strategic Plan goals and benchmarks are met.

Minimum Qualifications: Bachelor's Degree; Three (3) years coordination/project management of technology programs or other leadership experience; Experience administering student success software or technology platforms, specifically EAB's Navigate360; Strong working knowledge of Ellucian Banner or other similar student information systems; Ability to translate complex technical concepts and functionalities in conversation by providing support to non-technical audiences; demonstrated ability to listen effectively, identify critical paths quickly, and adjust plans and approach as necessary; Demonstrated experience in building a climate that elevates equity, diversity and inclusion; Experience in managing multiple projects under tight deadlines and with changing demands. Equivalency Statement: We welcome and encourage applicants who do not meet the qualifications as stated above, to put in writing precisely how their background and experience have prepared them for the responsibilities of this position. It is preferred that this document be uploaded separately from the resume, cover letter, and references.

Preferred Qualifications: Master's Degree in Higher Education Administration, Business Administration, Psychology, Organizational Management, or other related disciplines; Demonstrated experience in implementing and evaluating the use of student success management platforms and/or educational technology platforms; Experience working in a community college or a similar institution of higher education, community organization, or large institution; Ability to function effectively as part of a distributed team, working effectively as an individual contributor, team member, and as a manager of a complex project and project resources. Full-Time Non-Unit Professional Position: Salary Range: $69,492.94 - $76,725.08/year (Grade 5), plus a comprehensive State benefits package. Hours: 37.5 hours per week

Funding Source: State. Additional Details: Please Note: a skills assessment or presentation may be required as part of the interview process. Applications received by August 14, 2026, will receive priority consideration.

The position will remain open until filled. Disability Accommodations: Holyoke Community College is committed to the full inclusion of individuals with disabilities and will ensure the availability of reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please contact the Office of People and Talent at (413) 552-2554.

Background Check: Employment is contingent upon the successful completion and review of a background check which will include CORI (Criminal Offender Record Information) and SORI (Sex Offender Registry Information). All candidates must have legal authorization to work in the United States. HCC is not sponsoring H1B Visa.

Holyoke Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, genetic information, gender identity or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation or sexual violence shall be referred to the College's Affirmative Action and/or Title IX Coordinator, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights.