Manager, VSL Customer Success
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Job Description
Customer Success Manager leading Voyager Sopris Learning’s K-12 education customer-success organization. Building scalable operations across adoption, retention, renewals, expansion, and customer health.
Responsibilities:
- Lead and develop the Customer Success function at Voyager Sopris Learning
- Build a proactive, scalable, and measurable Customer Success organization that drives customer outcomes and business results
- Lead the Customer Success operating model across implementation, adoption, customer health, retention, renewals, and expansion
- Establish expectations, processes, performance measures, and accountability across the team
- Partner with Sales, Product, Professional Learning, Marketing, Operations, and Support
- Translate Customer Success strategy into priorities, roles, ownership, processes, and operating rhythms
- Build scalable practices and improve processes, systems, and workflows using customer needs, business priorities, and performance data
- Establish customer health practices and proactive approaches to implementation, adoption, retention, and renewal
- Partner with Sales on account strategy, renewals, and qualified expansion opportunities
- Monitor retention, renewal, expansion, and customer-health trends and translate insights into action
- Engage personally with strategic, high-value, or complex customers when appropriate
- Support executive conversations, significant escalations, strategic account planning, and critical customer opportunities
- Lead, coach, develop, and hold team members accountable for performance and customer outcomes
- Establish goals, expectations, performance measures, and Customer Success KPIs
- Lead an experienced team through process, system, role, and expectation changes
- Ensure effective use of Salesforce and other Customer Success systems
- Use data, dashboards, and customer insights to identify trends, risks, opportunities, and performance gaps
- Build cross-functional partnerships, communication, handoffs, escalation paths, and shared accountability
- Surface systemic customer and operational issues and drive sustainable solutions
- Lead and develop Customer Success Managers, Strategic Implementation Success Managers, Strategic District Partners, and the Product Enablement & Analytics Manager
Requirements:
- 7+ years of progressive experience in Customer Success, account management, client services, implementation, or a related customer-facing function
- 5+ years of experience leading and developing teams, with accountability for team performance and customer outcomes
- Demonstrated experience building or operationalizing Customer Success processes, frameworks, KPIs, and performance practices
- Experience using CRM systems, customer data, dashboards, and analytics to manage customer health, adoption, retention, renewal, and/or expansion
- Experience partnering with Sales on renewals, expansion, customer strategy, or revenue opportunities
- Strong commercial and business acumen with the ability to balance customer needs and business objectives
- Experience leading teams through organizational, process, or technology change
- Demonstrated ability to establish accountability and performance expectations within experienced or tenured teams
- Experience managing complex customer relationships and influencing cross-functional stakeholders
- Strong process and systems orientation with the ability to improve efficiency, consistency, and scalability
- Preferred: K-12 or EdTech experience, particularly literacy, mathematics, or intervention
- Preferred: Salesforce experience
- Preferred: Experience with customer health scoring, churn-risk management, renewals, or expansion programs
- Preferred: Experience building Customer Success dashboards or reporting tied to business performance
- Preferred: Experience building or transforming a Customer Success operating model
- Reliable cable or fiber-optic broadband connection with minimum speeds of 10 Mbps download and 5 Mbps upload if working remotely
- Ability to participate in video-based interviews and ongoing virtual meetings with camera on
- Must not use note-taking tools, reference materials, or AI-powered tools during interviews or selection activities unless prior written approval is obtained
Benefits:
- Remote-first work environment with flexibility and trust to balance work with life
- Home or remote office setup reimbursement
- Reliable internet connection requirement for remote work (minimum 10 Mbps download and 5 Mbps upload)
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