Senior Customer Success Manager, K12

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

📋 Description

• Manage territory and account strategies for approximately 30–35 K12 accounts, generating around $3 million in annual recurring revenue.

• Lead intricate, multi-stakeholder initiatives involving district and superintendent-level partnerships.

• Foster customer retention, expansion, and market growth within the designated territory.

• Coordinate between Sales, Renewals, Product, and Support to focus on customer outcomes.

• Create executive-ready quarterly business review (QBR) and executive business review (EBR) narratives, align stakeholders, foresee objections, and secure commitments.

• Develop multi-threaded relationships and enhance executive access within client accounts.

• Transform customer value into advocacy through references, case studies, and EBR narratives.

• Collaborate cross-functionally to improve handoffs and lifecycle processes while leading process enhancements.

• Link product capabilities to customer outcomes, provide guidance on adoption strategies, and identify integration needs and risks.

• Oversee renewal strategy and forecast precision; conduct risk assessments and connect value to business results.

• Monitor account health, pipeline, and customer interaction using Gainsight, Salesforce, and Gong.

• Develop account-level expansion strategies, quantify return on investment (ROI), and advance opportunities with Sales.

• Mentor customer success managers and assist in onboarding and training initiatives.

• Undertake additional projects that support customers and the customer success team.

• Serve as the customer advocate to Instructure’s product and strategy teams.

⛳️ Requirements

• Bachelor’s degree or four or more years of experience in account management.

• Demonstrated history of comprehending customer objectives and collaborating with them to achieve those goals.

• Experience in managing renewal retention, generating pipeline, and handling non-recurring revenue against set quotas.

• Outstanding written and verbal communication skills, including the ability to deliver executive-level presentations.

• Proven experience in leading complex, multi-stakeholder relationships and managing organizational changes.

• Capability to establish clear expectations and effectively manage issues through to resolution.

• Proficient in multitasking and adjusting priorities as situations evolve.

• Customer-facing experience within the software industry.

• Familiarity with CRM and customer success platforms such as Gainsight, Salesforce, or Gong is advantageous.

• Strong team-oriented mindset with a record of mentoring or coaching colleagues.

• Excellent problem-solving abilities and a proactive approach to finding solutions.

• Must successfully pass a background check.

• Candidates may be required to confirm their legal name, current physical location, valid contact number, and residential address.

🏝️ Benefits

• Competitive salary.

• Full-time employee participation in the ownership program.

• Flexible work environment.

• Generous time off, including local holidays and the annual “Dim the Lights” period in late December.

• Comprehensive wellness initiatives and mental health support.

• Access to learning and development resources.

• Professional development tools.

• Tuition reimbursement.

• Necessary technology and tools to excel in your role.

• Motivosity employee recognition program.

• An inclusive, supportive culture that fosters meaningful connections.