Senior Customer Success Manager – Mid-Market

This is a fully remote position, open to applicants in United States, +2 more states.

📋 Description

• Lead essential partnerships with midsized school districts in Texas to mitigate teacher burnout and enhance student learning.

• Manage a multimillion-dollar portfolio and promote customer adoption and renewals.

• Supervise intricate onboarding and renewal processes.

• Guide teachers and administrators through organizational transformations.

• Develop interventions that enhance product adoption.

• Handle a portfolio of approximately 50–75 mid-market districts.

• Maintain Net Revenue Retention above target through strategic price adjustments and seat expansions.

• Provide impactful training and implementation strategies.

• Create scalable support resources, including tutorials and one-pagers.

• Identify accounts at risk and implement churn-mitigation intervention playbooks.

• Formulate 90-day action plans for critical renewals.

• Conduct structured discovery across district roles and align solutions with stakeholder priorities.

• Establish trust with district executive leadership through data-driven storytelling and consultative selling.

• Contribute valuable insights to the Customer Success playbook.

• Drive cross-functional strategy during leadership meetings.

• Mentor junior team members.

⛳️ Requirements

• 3–7 years of experience as an individual contributor managing mid-market or enterprise accounts in a SaaS environment, preferably in EdTech.

• Proven track record of achieving or surpassing NRR and GRR targets.

• Direct experience in leading commercial discussions regarding renewals, expansion, and pricing.

• Familiarity with navigating complex, multi-stakeholder organizations and fostering executive-level relationships.

• Technically adept in Salesforce or a similar CRM.

• Willingness to travel within Texas as necessary to support district relationships (30%).

• In-depth understanding of the Texas educational landscape.

• Knowledge of TEA/SBOE dynamics.

• Capability to lead complex financial negotiations involving contraction risks, pricing modifications, and expansion opportunities.

• Proficiency in conducting consultative discovery and managing multiple stakeholders.

• Ability to segment and prioritize a portfolio by ARR, strategic influence, and use-case potential.

• Strong executive communication skills.

• Previous experience as a teacher, coach, or school administrator is advantageous.

🏝️ Benefits

• Work with innovative AI technology that has a direct impact on educators and students.

• Be part of a mission-driven team dedicated to making education more effective and equitable.

• Enjoy the flexibility of working remotely.

• Benefit from unlimited time off.

• Choose from employer-paid health insurance plans.

• Access low-premium dental and vision coverage.

• Receive generous stock options, vested over 4 years.

• Take advantage of a 401k match.

• Utilize a monthly wellness stipend.