Senior CSM, Charter

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

📋 Description

• Oversee a hybrid charter portfolio that includes strategic CMO and EMO networks, individual sites, and smaller regions.

• Act as the sole point of ownership for medium, large, and enterprise networks across their respective operating states and regions.

• Develop success plans with large networks, align objectives, drive user adoption, and showcase ROI.

• Collaborate with the Implementation team on large network launches, including data integration and system configuration.

• Manage scaled onboarding processes for new regions and sites.

• Lead 1:many initiatives such as cohorted office hours, product workshops, and virtual user groups.

• Partner with CS leadership and Charter Sales to identify high-growth networks and leverage health data to facilitate expansion.

• Handle renewals and retention, resolve escalations, and maintain stakeholder confidence.

• Conduct demos and training as a product expert.

• Gather customer feedback to share with Product and other teams to enhance the experience.

• Collaborate with Charter Sales, Support, Implementation, Product, and Finance teams to strengthen relationships, drive adoption, and foster advocacy.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success or Account Management within a SaaS company.

• Proven experience managing both strategic enterprise accounts and a high-volume portfolio of smaller customers.

• Demonstrated success in partnering with Sales for expansion, particularly in evolving a single-site or regional relationship into a larger contract.

• Experience in supporting complex, multi-site implementations.

• Strong project management abilities with a capacity to prioritize across multiple accounts simultaneously.

• Clear and confident communication skills, especially with executive stakeholders.

• Exceptional attention to detail.

• Experience in charter schools, CMOs, or EMOs is an advantage.

• Background in K-12 EdTech, particularly with large district implementations, is a plus.

• Familiarity with school communication tools, integration tools, or student information systems (SIS) is beneficial.

🏝️ Benefits

• Employer-paid health insurance (including coverage for dependents).

• An employer-matched 401K retirement savings program available from day one.

• Paid Parental Leave.

• Stock options.

• Health and wellness reimbursements.

• Generous paid time off (PTO).

• 15 paid holidays, including your birthday.

• Fully remote work opportunity.

• Tools and equipment provided for a home office.