Customer Success Manager – II

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

📋 Description

• Manage a portfolio of business across designated territories independently, implementing SOPs and formulating proactive customer strategies.

• Ensure customer satisfaction is consistently maintained throughout their experience with Renaissance.

• Identify, document, escalate, evaluate, and mitigate customer risks effectively.

• Collaborate closely with Sales, Customer Support, and Customer Education teams.

• Contribute to revenue enhancement through customer advocacy and success narratives.

• Address or manage customer challenges related to support, products, and overall experience.

• Lead strategic discussions with customers and align product offerings with their objectives.

• Drive strategies for advanced product adoption and scalable solutions.

• Analyze patterns in customer feedback and success metrics to derive actionable insights.

• Implement retention strategies while monitoring accounts for signs of dissatisfaction or potential churn.

• Oversee the onboarding process for new customers.

• Execute communication strategies to actively engage customers.

• Independently lead tailored customer engagement strategies.

• Mentor Customer Success Managers (CSMs) and act as a subject matter expert in customer success methodologies and product support.

⛳️ Requirements

• 2-3 years of experience in Customer Success is required.

• Strong comprehension of the K12 education competitive landscape.

• Excellent organizational, analytical, and detail-oriented skills, with the capability to work efficiently in a goal-driven environment.

• Exceptional acumen in customer success strategies along with solid business development and negotiation skills.

• Strong interpersonal, written, presentation, and verbal communication abilities.

• A proven history of meeting or surpassing goals and targets while delivering positive outcomes to customers.

• Experience in a SaaS education company is a plus.

🏝️ Benefits

• Comprehensive Health Benefits: Medical, Prescription, Dental, Vision, Telehealth.

• Health Savings and Flexible Spending Accounts.

• 401(k) and Roth 401(k) with company matching.

• Paid Vacation and Sick Time Off.

• 12 Paid Holidays.

• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program.

• Tuition Reimbursement.

• Life & Disability Insurance.

• Well-being and Employee Assistance Programs.

• Additional bonuses for achieving CSM targets.