Customer Success Manager III

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

📋 Description

• Oversee a portfolio of customers with a high degree of autonomy.

• Cultivate strategic relationships with customers across various territories and implement effective strategies to achieve robust business outcomes.

• Ensure continuous customer satisfaction throughout their experience with Renaissance.

• Collaborate with Sales to create and implement strategies for account growth among shared customers.

• Recognize, document, and escalate customer risks while providing timely and accurate reports.

• Identify opportunities for upselling and cross-selling, collaborating with Sales to finalize these deals.

• Lead intricate customer success initiatives and act as the escalation point for accounts.

• Assist with product order inquiries and coordinate with Logistics to resolve issues related to product orders.

• Ensure customers are well-informed about product benefits and features.

• Promote engagement and full utilization of products and deployed hardware.

• Collect customer feedback and communicate key themes to Product Development.

• Address any dissatisfaction or potential churn and implement retention strategies.

• Guide new customers through the onboarding process and platform setup.

• Implement personalized engagement strategies for customers.

• Mentor internal teams and act as a subject matter expert in customer success strategies and product support.

• Enhance product and industry knowledge, contribute to thought leadership, and support customer and industry events.

⛳️ Requirements

• 3-5 years of experience in Customer Success is required.

• Strong understanding of the K12 education competitive landscape.

• Excellent organizational, analytical, and detail-oriented skills, with the ability to function efficiently in a goal-oriented environment.

• Exceptional customer success strategy acumen coupled with strong business development and negotiation skills.

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

• Proven success in achieving and surpassing goals and targets while delivering positive outcomes for customers.

• Experience in a SaaS education company is a plus.

• Ideally located in the MST or PST time zone.

• Applicants must have authorization to work for any employer in the United States.

• Renaissance is currently unable to sponsor or take over sponsorship of an employment visa.

🏝️ Benefits

• World-Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth.

• Health Savings and Flexible Spending Accounts.

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

• 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 bonus for achieving CSM targets.