The Company is supported by a fully remote workforce.
Role Overview: As a Customer Success Manager, you'll own the post-sale relationship for a portfolio of K-12 district and state-agency accounts - driving retention, expansion, and measurable data outcomes that make educators' jobs easier.
What You'll Do:- Ownvalue delivery, renewals,and expansion.Manage account success plans, forecast and close renewals end-to-end (pricing, terms, redlines, on-time signature) and run upsell/cross-sell from discovery to close solo or in partnership with Sales. Accountable for GRR and NRR targets across your book.
- Drive measurable value. Translate product usage intostrategicoutcomessuperintendents, CIOs, and CFOs care about data accuracy, governance, reporting confidence and tell that story through QBRs, EBRs, and executive readouts.
- Manage risk and prevent churn. Monitor health signals, build remediation plans, and orchestrate cross-functional rescues before issues becomechurn.
- Build durable, multi-threaded relationships. Map and engage stakeholders across IT, instructional, finance, and exec sponsors; deliberately de-risk single-threaded accounts.
- Lead complex SaaS implementations. Partner with product andengineeringonboarding, integrations, and configuration; close the loop with product feedback that shapes the roadmap.
- Use AI and automation to scale your impact. Apply modern CS tooling health-score automation, AI-assisted account research, dashboards to manage a larger book without losing the white-glove feel.
Qualifications:
- 3-5+ years of experience in Customer Successmanaging enterprise customers andsenior stakeholders in aSaaSenvironment.
- Proventrack recordof achieving GRR and NRR targets.
- Strong verbal and written communication skills, including presentation ability for executive audiencesthrough EBRs and board level communication.
- Strong understanding of customer success motionsincluding value focused account planning, expansion motions, multi-threading, mutual action plans, QBRs/EBRs, onboardingin data, analytics, or education technology.
- Highly organized and data driven, with strong attention to detail, the ability to manage multiple accounts and priorities simultaneously, and a bias toward using metrics and dashboards to inform decisions and track progress.
- Bachelor's degree in a relevant field (Education, Data Science, Business, etc.)or equivalent professional experience.
- Technical background or fluency is a strong plus;experience with APIs, data integrations, product configuration, or similar technical concepts will be increasingly valuable as this role evolves at the intersection of customer success and product.
- Comfort with AI-powered tools (e.g., LLM-based research assistants, automated meeting summaries, predictive health scoring) and a bias toward using them to scale your impact.
Benefits
• Unlimited PTO
• 401(k) with company match
• Competitive medical, dental, and vision coverage
• Paid parental leave
• Mental health and wellness support
• Annual learning & development budget
