Enterprise Customer Success Manager, CSM
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Job Description
Enterprise Customer Success Manager at Edia improving K-12 education through AI. Responsible for driving customer success, retention, and platform expansion across districts.
Responsibilities:
- Develop and maintain trusted advisor relationships with key decision-makers and influencers across district leadership, administrators, and educators with a focus on high-value accounts.
- Guide customers through best practices in AI-powered student success, ensuring they achieve measurable impact in areas such as MTSS, absenteeism reduction, and math proficiency.
- Leverage deep knowledge of AI in education, the Edia platform, and K-12 challenges to help schools optimize their use of AI-driven insights.
- Identify upsell and cross-sell opportunities that align with district priorities, ensuring expanded usage of Edia’s platform.
- Implement proactive retention strategies, mitigating churn by addressing customer needs before they become pain points.
- Act as the voice of the customer, collaborating with product and engineering teams to influence the roadmap with key feature requests and integrations.
- Partner with customers to develop Joint Success Plans that align Edia’s AI capabilities with district goals, curriculum strategies, and intervention programs.
Requirements:
- Bachelor's or Master's degree in Business, Computer Science, or related field
- 5+ years of experience in a customer success, management consulting, technology consulting, or consultative role within the technology (SaaS) industry
- Proven ability to navigate complex enterprise sales environments with multiple priorities and stakeholders
- Strong analytical and problem-solving skills, with the ability to identify trends and drive data-informed decisions
- Exceptional communication and interpersonal skills, adept at building trust, fostering engagement, and influencing executive stakeholders
- Demonstrated success in managing and expanding customer accounts, driving both gross dollar retention (GDR) and net dollar retention (NDR)
- Experience implementing production technology solutions, driving change management, and evangelizing outcomes
- Passion for K-12 education, improving student outcomes and supporting educators through innovative AI-driven solutions
- Startup experience a plus, with the ability to thrive in fast-paced, high-growth environments
- MBA preferred
Benefits:
- Competitive compensation
- Equity
- Flexible vacation, especially during school holiday periods
- Technology stipend
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