Customer Success Manager

Southern Methodist University
October 4, 2023
Dallas, TX
Job Type


Salary Range: 

Salary commensurate with experience and qualifications

About SMU

A nationally ranked private university located near the heart of Dallas, SMU is a distinguished center for global research and teaching.

SMU’s more than 12,000 diverse, high-achieving students come from all 50 states and over 80 countries to take advantage of the University’s small classes, meaningful research opportunities, leadership development, community service, international study and innovative programs.

SMU serves approximately 7,000 undergraduates and 5,000 graduate students through eight degree-granting schools: Dedman College of Humanities and SciencesCox School of BusinessLyle School of EngineeringMeadows School of the ArtsSimmons School of Education and Human DevelopmentDedman School of LawPerkins School of Theology and Moody School of Graduate and Advanced Studies.

SMU is data driven, and its powerful supercomputing ecosystem – paired with entrepreneurial drive – creates an unrivaled environment for the University to deliver research excellence.

Now in its second century of achievement, SMU is recognized for the ways it supports students, faculty and alumni as they become ethical, enterprising leaders in their professions and communities. SMU’s relationship with Dallas – the dynamic center of one of the nation’s fastest-growing regions – offers unique learning, research, social and career opportunities that provide a launch pad for global impact.

SMU is nonsectarian in its teaching and committed to academic freedom and open inquiry.

About the Department:

Development and External Affairs (DEA) supports SMU by securing funding for University priorities; by promoting meaningful involvement in the life and work of the University; by heightening international, national, state and local awareness of SMU; and by supporting the enrollment of a diverse and able student body.

DEA comprises the offices of Office of the Vice President, Annual Giving and Alumni Relations, Development Services, Program Services and Donor Relations, Marketing and Communications, Principal and Major Gifts, and School and Project Development.

SMU continues to leverage the benefits from the largest fund-raising campaign in its history to achieve dramatic increases in academic quality and impact.

About the Position:

This role is an on-campus, in-person position.

The Customer Success Manager (CSM) serves as the primary Development Services point of contact for key stakeholders across the University, applying their technical and operational expertise to facilitate effective responses to project and task requests.

By cultivating these relationships and familiarity with the tools and systems employed by Development Services, the CSM matches needs with appropriate resources and translates desired outcomes into technical specifications for execution by colleagues in Development Services.

At the direction of the Director of Operations, Development Services, the CSM also assists in the testing of deliverables to ensure needs are fully met and the product is adopted effectively.

Essential Functions:

  • Specification of Projects: Translates stakeholder needs into comprehensive, actionable technical specifications for execution by the Development Services team. This requires intimate understanding of the desired outcomes, familiarity with Development Services resources, and awareness of relevant processes. Works with PMO to develop project plans. Prepares documentation of the deliverable.
  • Management of the Development Services Help Desk: As the primary point of contact for Development Services, the CSM oversees the effective management of the departmental help desk inbox. Through frequent review, the CSM ensures that inquiries are documented and responded to/routed to the appropriate resource promptly.
  • Product Testing: Provides final review of products and conducts handoff to requestor with appropriate documentation and training. Assists in the testing and implementation of deliverables to ensure that the product meets stakeholder need, is tested within planned timeframes and adopted effectively. Bridges gaps in technical knowledge between the requesting party and Development Services as needed.
  • Development of Customer Relationships: Proactively maintains awareness of operations and key initiatives across the Development and External Affairs division in order to anticipate and effectively respond to needs. To this end, the CSM may be directed to participate in meetings and projects in other areas of the University.



 Education and Experience:

High school diploma or equivalent is required. Bachelor’s degree preferred. 

A minimum of three years of work experience working with customers and serving as their key point of contact is required.

Experience with analysis of business problems and development of solution alternatives, required. Experience with documentation of processes, problems, requirements, and solutions is also required.

Experience with documentation of user help and training materials (e.g. glossaries, data dictionaries, quick-start guides, "how-to" references, etc.), preferred.

Knowledge, Skills, and Abilities: 

Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills. A strong customer service orientation is essential.

Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Must also have strong organizational, planning and time management skills. A strong focus on attention to detail is required.

Candidate must a strong working knowledge of Microsoft Office Suite, especially Excel. Experience using and/or a working knowledge of Microsoft Structured Query Language (SQL), preferred. Experience using and/or a working knowledge of Microsoft SQL Server Reporting Services (SSRS), desired.

Experience or knowledge of advancement/fundraising business processes preferred. Experience with Blackbaud BBEC functionality desirable. Familiarity with process improvement theory is plus.

Experience providing peer training preferred.

Physical and Environmental Demands:

  • Sit for long periods of time

Deadline to Apply:

The position is open until filled

Priority consideration may be given to submissions received by October 6, 2023.

EEO Statement:

SMU will not discriminate in any program or activity on the basis of race, color, religion, national origin, sex, age, disability, genetic information, veteran status, sexual orientation, or gender identity and expression. The Executive Director for Access and Equity/Title IX Coordinator is designated to handle inquiries regarding nondiscrimination policies and may be reached at the Perkins Administration Building, Room 204, 6425 Boaz Lane, Dallas, TX 75205, 214-768-3601,


SMU offers staff a broad, competitive array of health and related benefits. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution.

SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU.

The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities, including tuition benefits

Application Instructions

Deadline to Apply:

The position is open until filled

Priority consideration may be given to submissions received by October 6, 2023.

Please complete the application through the following link:


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