Customer Success Manager – SSO
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Job Description
Customer Success Manager at Givebacks focusing on account expansion and customer satisfaction within the K–12 education sector. Responsible for managing relationships and identifying growth opportunities.
Responsibilities:
- Own and manage a portfolio of accounts with full revenue accountability.
- Conduct structured account research to understand account priorities, funding initiatives, organizational structure, and expansion pathways.
- Develop documented account growth plans outlining cross-sell and upsell targets, timelines, and stakeholder mapping.
- Identify white space opportunities across products, departments, and affiliated organizations (PTAs, SSOs, schools).
- Maintain detailed CRM hygiene, tracking expansion strategy, contacts, and opportunity stages.
- Proactively identify and pursue expansion opportunities across revenue-generating products.
- Drive cross-sell motions into new accounts within school buildings.
- Lead value-based conversations that align product capabilities to customer goals.
- Meet or exceed assigned transaction volume targets.
- Research and engage new stakeholders within existing districts and school networks.
- Build multi-threaded relationships across finance teams, administrators, PTA leaders, and operational staff.
- Conduct targeted outreach campaigns within your portfolio to unlock expansion.
- Leverage usage data, product analytics, and customer signals to prioritize prospecting efforts.
- Monitor product usage trends to identify growth signals and risk indicators.
- Conduct business reviews that focus on value realization and future expansion opportunities.
- Ensure strong renewal positioning through measurable impact and expanded platform footprint.
- Partner with Sales when expansion opportunities require formal contracting.
- Work closely with Support and Implementation to ensure smooth adoption of upsold features.
- Provide actionable customer insights to Product to inform roadmap priorities.
- Share successful account strategies and playbooks across the Customer Success team.
Requirements:
- 1–3 years of experience in Customer Success, Account Management, or Account Executive roles (SaaS preferred).
- Experience carrying revenue, growth, or expansion targets.
- Proven ability to drive cross-sell and upsell within existing accounts.
- Experience working within a CRM (HubSpot preferred).
- Strong research and territory/account planning skills.
- Familiarity with the K–12 education or nonprofit space is a plus but not required.
Benefits:
- Unlimited Paid Time Off
- Flextime Options
- Remote Work Options
- Paid Holidays
- Employee Stock Options
- Paid Parental and Family Medical Leave
- Full Employee Medical, Dental, and Vision Coverage
- Flexible Spending Account
- 401(k) Plan
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