Customer Success Manager – Scaled
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Job Description
Customer Success Manager working with educators and administrators to ensure they derive maximum value from Renaissance's solutions. Driving renewals and customer satisfaction to achieve successful student learning outcomes.
Responsibilities:
- Manage a high-volume portfolio (300–350 accounts / ~$2.5M ARR), driving renewals, retention, and customer value through proactive risk mitigation
- Execute a scaled engagement strategy, segmenting customers by ARR and leveraging a mix of automated, 1:many, and targeted high-touch interactions
- Deliver value through data-driven insights, including customer health scores, usage trends, and adoption metrics to prioritize outreach and reduce churn risk
- Lead key customer initiatives (e.g., back-to-school readiness, business reviews) aligned to customer goals and outcomes
- Partner closely with Sales to identify and support expansion opportunities across accounts
- Utilize tools such as Salesforce, Gainsight, and Outreach to manage customer success activities at scale
- Act as the customer advocate by surfacing insights, resolving risks, and collaborating cross-functionally to improve the customer experience
Requirements:
- 1-3 years of experience in Customer Success, Account Management, Renewals, or Sales
- Experience managing a high-volume or scaled book of business preferred
- Strong analytical and organizational skills with the ability to manage multiple priorities efficiently
- Excellent communication and relationship-building skills across a variety of stakeholders
- Demonstrated ability to use data and insights to drive customer outcomes and retention.
Benefits:
- World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
- Health Savings and Flexible Spending Accounts
- 401(k) and Roth 401(k) with company match
- Paid Vacation and Sick Time Off
- 12 Paid Holidays
- Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
- Tuition Reimbursement
- Life & Disability Insurance
- Well-being and Employee Assistance Programs
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