Customer Success Manager

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

📋 Description

• Facilitate in-depth investigative discussions with customer stakeholders to identify their objectives, limitations, risks, and opportunities for growth.

• Link qualitative feedback with usage patterns, support trends, and operational data to generate actionable insights.

• Collaborate with Support, Services, Product, Sales, and State/Partner teams to implement retention strategies and expedite issue resolution.

• Ensure that customers attain measurable outcomes in accordance with renewal schedules and district priorities.

• Guide customers through organized adoption programs aligned with their maturity level and product usage.

• Recognize and address adoption gaps, enhance stakeholder involvement, and improve customer satisfaction (CSAT) and Net Promoter Score (NPS).

• Continuously assess customer health via data signals and the quality of leadership engagement.

• Identify risks early and spearhead the development of “Get to Green” plans featuring specific actions, responsible parties, and success metrics.

• Co-facilitate Executive Business Reviews with Sales to discuss business results, product value, risk status, and upcoming initiatives.

• Spot expansion opportunities through investigative analysis and usage insights.

• Work alongside Sales to create value-driven proposals for expansion.

• Maintain precise health and risk forecasts that contribute to renewal preparedness.

• Provide data-driven recommendations to leadership regarding emerging risks, adoption challenges, and strategic opportunities.

• Assist in enhancing scalable Customer Success Manager (CSM) processes and best practices.

• Act as a senior escalation point for issues related to adoption, value delivery, or customer experience challenges.

• Internally advocate for sustainable solutions that bolster long-term partnerships.

⛳️ Requirements

• At least 2 years of experience in Customer Success, Account Management, Consulting, or similar roles within SaaS or technology-driven environments.

• Proven track record in leading investigative conversations with customers to uncover their needs, risks, and opportunities for expansion.

• Demonstrated capability to coordinate cross-functional initiatives without direct authority.

• Experience with health/risk forecasting, renewal readiness, and account planning.

• Strong analytical and narrative skills — adept at converting data into actionable insights.

• Willingness to travel regionally 30%-45% of the time.

• Familiarity with EdTech SaaS, K-12 districts, public sector, or enterprise accounts.

• Understanding of renewal processes and value-based selling concepts; able to craft narratives aligned with outcomes.

• Proficient in Salesforce CRM, Co-Pilot and other AI tools, and Customer Success platforms for health scoring, usage analysis, and risk management.

🏝️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance, and AD&D).

• Flexible Spending Accounts and Health Savings Accounts.

• Short-Term Disability and Long-Term Disability coverage.

• Comprehensive 401(k) plan.

• Generous Parental Leave policy.

• Unrestricted paid time off (referred to as Discretionary Time Off - DTO).

• Wellness Program, which includes ClassPass and Employee Assistance Program.

• Tuition Reimbursement options.

• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program, and Prepaid Legal coverage.