Customer Success Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Take ownership of value delivery, renewals, and expansion efforts.

• Oversee account success plans, forecast and manage renewals from start to finish (including pricing, terms, redlines, and ensuring timely signatures), while executing upsell and cross-sell initiatives either independently or in collaboration with Sales.

• Responsible for achieving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across your portfolio.

• Drive measurable value for clients.

• Convert product usage insights into strategic outcomes that resonate with superintendents, CIOs, and CFOs, focusing on data accuracy, governance, and reporting confidence, and effectively communicate these insights through Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and executive presentations.

• Manage risks and proactively prevent churn.

• Track health signals, develop remediation plans, and coordinate cross-functional interventions before issues escalate into churn.

• Foster strong, multi-threaded relationships.

• Identify and engage stakeholders across IT, instructional, finance, and executive sponsors; intentionally mitigate risks associated with single-threaded accounts.

• Lead intricate SaaS implementations.

• Collaborate with product and engineering teams on onboarding, integrations, and configurations; provide feedback that informs product roadmaps.

• Leverage AI and automation to enhance your impact. Utilize modern customer success tools, health score automation, AI-driven account research, and dashboards to manage a larger portfolio while maintaining a personalized approach.

⛳️ Requirements

• 3-5+ years of experience in Customer Success managing enterprise customers and senior stakeholders within a SaaS context.

• Demonstrated success in meeting GRR and NRR targets.

• Excellent verbal and written communication skills, including the ability to present effectively to executive audiences during EBRs and at the board level.

• Strong understanding of customer success processes, including value-focused account planning, expansion strategies, multi-threading, mutual action plans, QBRs/EBRs, and onboarding in data, analytics, or educational technology.

• Highly organized and data-driven, with keen attention to detail, an ability to manage multiple accounts and priorities concurrently, and a preference for using metrics and dashboards to guide decisions and track progress.

• Bachelor's degree in a relevant field (such as Education, Data Science, Business, etc.) or equivalent professional experience.

• Technical background or fluency is highly advantageous; experience with APIs, data integrations, product configuration, or related technical concepts will become increasingly valuable as this role develops at the intersection of customer success and product.

• Familiarity with AI-powered tools (e.g., LLM-based research assistants, automated meeting summaries, predictive health scoring) and a tendency to utilize them to amplify your impact.

🏝️ Benefits

• Unlimited Paid Time Off (PTO)

• 401(k) plan with company match

• Comprehensive medical, dental, and vision insurance

• Paid parental leave

• Support for mental health and wellness

• Annual budget for learning and development