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 goals, constraints, risks, and growth opportunities.

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

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

• Ensure customers attain measurable outcomes aligned with renewal timelines and district priorities.

• Guide customers through structured adoption programs tailored to their maturity and product usage.

• Identify and address adoption gaps, enhance stakeholder engagement, and promote improvements in CSAT/NPS.

• Assess customer health through data indicators and the quality of leadership engagement.

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

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

• Detect expansion opportunities through investigative discovery and usage insights.

• Work with Sales to create value-based cases for expansion.

• Maintain precise health and risk forecasts that guide renewal preparedness.

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

• Contribute to the enhancement of scalable CSM processes and best practices.

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

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

⛳️ Requirements

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

• Proven track record of leading investigative customer discussions that uncover underlying needs, risks, and opportunities for expansion.

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

• Experience in health/risk forecasting, renewal preparedness, and account planning.

• Strong analytical and storytelling abilities — skilled at converting data into actionable insights.

• Willingness to travel regionally 30%-45%.

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

• Familiarity with renewal processes and value-based selling concepts; skilled in crafting narratives aligned with outcomes is preferred.

• Experience with Salesforce CRM, Co-Pilot and other AI tools, and Customer Success platforms for health scoring, usage analysis, and risk management is preferred.

🏝️ 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.

• Comprehensive 401(k) plan.

• Generous Parental Leave.

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

• Wellness Program, including ClassPass & Employee Assistance Program.

• Tuition Reimbursement.

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