Customer Success Manager – Mid-Market/Enterprise
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Job Description
Customer Success Manager improving product adoption and district partnerships for K12 and EdTech company. Managing relationships and identifying growth opportunities across Mid-Market and Enterprise districts.
Responsibilities:
- Own success metrics for a portfolio of established Mid-Market and Enterprise districts.
- Lead district professional development training sessions ensuring engagement and quality delivery.
- Drive increased product adoption and depth of usage across schools, departments, and user groups.
- Analyze district-level usage, engagement, and outcome data to assess account health and identify expansion opportunities.
- Build and maintain strong director and executive-level relationships within each district.
- Develop and execute account growth strategies that increase product reach and multi-threaded engagement.
- Lead renewal strategy and execution to ensure high retention rates.
- Identify and pursue expansion opportunities aligned to district goals.
- Provide structured, actionable customer feedback to the Product Team gathered through ongoing district engagement.
- Continuously document district goals, challenges, risks, and growth opportunities.
- Maintain accurate and detailed account records in CRM systems such as Salesforce, Gainsight, or similar CS tools.
Requirements:
- 7+ Years Professional Experience
- 5+ years experience in customer success/account management for a SaaS company (ideally in the K12 or EdTech industry)
- Experience with enterprise accounts
- Ability to close renewal and multi-thread to discover expansion opportunities.
- Experience or Ability to work in a remote environment.
- Strong interpersonal skills
- Project management skills (understand task dependencies/sequence and manage of tasks)
- Positive attitude - you can stay optimistic in high stress situations
- Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it.
- Technical Abilities: Google Suite (Sheets, Slides, Etc) & Apple/Mac Required
- Ability to Travel 15-30% of the time to customer meetings, trainings, occasional conferences and company offsite events. This travel largely occurs during Back to School time between June-September.
Benefits:
- 100% health care coverage for Employee
- 401K with company matching
- Dental & Vision
- Parental Leave
- Subsidized gym membership
- Remote work stipend
- Annual team offsite
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