Position Overview:Just Right Reader is seeking a high-energy, mission-driven
Manager of Customer Success to lead and coach a team of Customer Success Managers (CSMs) while directly managing a targeted portfolio of strategic district accounts. Reporting to Customer Success Leadership, this role ensures district partners achieve measurable student reading growth from initial onboarding through long-term renewal and expansion.
Key Responsibilities:- Team Leadership & Coaching: Direct, coach, and support a team of CSMs. Drive team performance across account health, implementation fidelity, and retention goals.
- Territory & Account Management: Directly manage a high-priority regional portfolio of district accounts, serving as their primary strategic partner.
- Customer Journey Ownership: Guide districts through the Just Right Reader Customer Journey, from Onboarding and Implementation through Impact, Expansion, and Renewal.
- Renewal & Health KPIs: Retain and grow district recurring revenue by monitoring monthly account health metrics, leading 90-Day Renewal Quarterly Business Reviews (QBRs), and delivering renewal proposals.
- Cross-Functional Collaboration: Partner closely with Sales to convert successful implementations into renewals and align with the Impact & Learning team on district implementation milestones.
Qualifications:- Customer Success Leadership: 4+ years of Customer Success, account management, district partnerships, or related EdTech experience, including demonstrated experience coaching or managing customer-facing team members. Proven success in achieving retention, renewal, adoption, and expansion targets.
- Strategic District Partnership: Demonstrated ability to build trusted relationships with senior district and school-system leaders, navigate complex stakeholder environments, and lead executive-level business and impact reviews.
- Commercial & Analytical Acumen: Strong understanding of recurring-revenue customer models, renewal forecasting, account health, expansion identification, and the ability to translate implementation and impact data into clear recommendations and compelling renewal narratives.
- Execution & Problem Solving: Highly organized operator who can manage multiple complex district implementations simultaneously, identify risk early, resolve escalations, and drive cross-functional teams toward measurable outcomes.
- Leadership & Operational Excellence: Demonstrated ability to coach customer-facing teams, establish clear performance expectations, inspect portfolio health and renewal forecasts, identify risk early, and hold team members accountable for measurable customer and business outcomes.
- Education Background: Prior experience as an educator, instructional coach, or district administrator preferred, with a strong understanding of early literacy and Science of Reading principles.
- Data & System Savvy: Experience working with Customer Success tools and CRMs (e.g., HubSpot) to track health metrics, meeting cadences, and renewal pipelines.
- Location & Travel: Fully remote role, some travel required for regional district QBRs, key site launches, and company events.
