Customer Success Manager

Who you are

• Minimum of 2 years in Customer Success, Account Management, Consulting, or related roles in SaaS or technology-enabled environments
• Proven experience leading investigative customer conversations that reveal underlying needs, risks, and expansion opportunities
• Demonstrated ability to orchestrate cross-functional initiatives without direct authority
• Experience with health/risk forecasting, renewal readiness, and account planning
• Strong analytical and storytelling skills — ability to translate data into actionable insights
• Ability to travel regionally 30%-45%
• Experience with EdTech SaaS, K‑12 districts, public sector, or enterprise accounts
• Familiarity with renewal motions and value-based selling concepts; ability to craft outcome aligned narratives
• Experience with Salesforce CRM, Co-Pilot and other AI tools, and Customer Success platforms for health scoring, usage analysis, and risk management

What the job involves

• Our Success team ensures our partners in educational technology achieve their desired outcomes, serving as champions of our customers' needs. Through collaboration, strong relationships, and advocacy, the Success team positively impacts customer retention through proactive engagement and delivering excellence to our customers
• The Customer Success Manager is an expert in uncovering customer needs, risks, and opportunities through structured conversations and data-driven analysis. This role is responsible for ensuring customers achieve successful outcomes, driving proactive retention strategies, and partnering closely with internal teams to strengthen renewal readiness and expansion opportunities
• This is an individual contributor role requiring strong critical thinking, influence without authority, and exceptional communication
• Customer Discovery & Insight Development:
• Lead deep‑dive investigative conversations with customer stakeholders to uncover goals, constraints, risks, and growth opportunities
• Connect qualitative input with usage trends, support patterns, and operational data to form actionable insights
• Value Orchestration & Retention Strategy:
• Partner with cross-functional teams (Support, Services, Product, Sales, and State/Partner teams) to execute retention playbooks and accelerate issue resolution
• Ensure customers achieve measurable outcomes tied to renewal timelines and district priorities
• Adoption & Engagement Ownership:
• Guide customers through structured adoption programs mapped to maturity and product footprint
• Identify and close adoption gaps, increase stakeholder engagement, and drive improvements in CSAT/NPS
• Risk Identification & Mitigation:
• Continuously evaluate customer health through data signals and leadership engagement quality
• Proactively surface risks early and lead the creation of “Get to Green” plans with clear actions, owners, and success metrics
• Executive Alignment & Value Storytelling:
• Co-lead Executive Business Reviews (EBRs) with Sales to communicate business outcomes, product value, risk posture, and forward-looking initiatives
• Growth & Expansion Partnership
• Identify expansion signals through investigative discovery and usage insights
• Collaborate with Sales to build value‑based cases for expansion — Sales manages commercial negotiation; you provide insight and advocacy
• Forecasting & Reporting:
• Maintain accurate health and risk forecasts that inform renewal readiness
• Deliver data-driven recommendations to leadership on trending risks, adoption gaps, and strategic opportunities
• Process Improvement & Change Agility
• Contribute to refining scalable CSM processes and best practices
• Navigate ambiguity with structured thinking, clear prioritization, and outcome-driven decision-making
• Customer Advocacy:
• Serve as a senior point of escalation for adoption, value, or experience challenges
• Advocate internally for durable solutions that strengthen long-term partnership

Benefits

• Medical, vision, and dental insurance with HSA match
• Fantastic work environment
• Tuition reimbursement program
• 401k with matching
• Life insurance
• Discretionary Time Off – (Unlimited Vacation)
• Video game break room with pool and ping pong tables
• Employee referral program
• Free soda, coffee, and tea
• On-site gym at the Folsom headquarters and Roanoke office
• Festive holiday parties and events