Customer Success Manager II

Renaissance·Remote(Flexible / Remote)
Customer Success
Excel

WFA Digital Insight

The demand for skilled customer success professionals in edtech has surged, with over 30% of educational institutions now relying on digital solutions. As a Customer Success Manager II at Renaissance, you'll join a pioneering company that's transforming the educational landscape. With a strong background in K12 education and a keen understanding of customer needs, you'll drive long-term success and growth. Before applying, consider how your skills in strategic planning, communication, and analysis can help Renaissance's customers achieve exceptional learning outcomes.

Job Description

About the Role

As a Customer Success Manager II at Renaissance, you will be at the forefront of ensuring customers derive maximum value from the company's innovative educational software solutions. Your role will involve managing a portfolio of district and school level accounts, focusing on driving successful implementations at scale while achieving Renaissance's business objectives. You will be responsible for building strong relationships with educators and administrators, understanding their challenges, and providing tailored support to ensure they achieve their desired outcomes.

About Renaissance

Renaissance is a global leader in pre-K-12 education technology, dedicated to helping educators create personalized learning experiences that energize the classroom and drive student growth. With solutions used in over one-third of US schools and more than 100 countries worldwide, Renaissance is committed to its mission of fostering a love of learning in every student. The company's values of trust, collaboration, striving for excellence, ownership, and continuous growth and evolution guide its approach to customer success and product development.

What You Will Do

  • Manage a book of business across assigned territories, developing and executing proactive strategies to support customers based on segmentation and identified goals.
  • Ensure customers are delighted throughout their journey with Renaissance, providing exceptional service and support.
  • Collaborate with cross-functional teams, including sales, customer support, and customer education, to support customer success.
  • Contribute to revenue growth through customer advocacy and success stories.
  • Facilitate or manage support, product, and experience-related customer challenges.
  • Lead strategic customer conversations to ensure a deep understanding of product value propositions and alignment with customer goals.
  • Drive advanced product adoption strategies across the customer base, supporting the development and implementation of scalable solutions for common customer challenges.
  • Analyze customer feedback patterns and success metrics to provide actionable insights to CS leadership.
  • Execute sophisticated retention strategies through proactive risk assessment and mitigation planning.
  • Monitor new customers through the onboarding process, ensuring a smooth transition.
  • Deploy communication strategies to engage customers and drive personalized engagement.
  • Provide mentorship in CSM best practices and serve as a subject matter expert for customer success strategies and product support.

What We Are Looking For

  • 2-3 years of experience in customer success, preferably in the edtech or SaaS industry.
  • Strong understanding of the K12 education competitive landscape.
  • Excellent organizational, analytical, and detail-oriented thinking skills.
  • Ability to operate in a goal-oriented environment with a high degree of efficiency.
  • CS strategy acumen with good business development and negotiating skills.
  • Strong interpersonal, written, presentation, and oral communication skills.
  • Proven track record of meeting or exceeding goals and targets and delivering outcomes to customers.
  • Experience working with Excel and other productivity tools.

Nice to Have

  • Experience within a SaaS education company.
  • Familiarity with customer success platforms and software.
  • Knowledge of educational technology trends and challenges.

Benefits and Perks

  • Flexible and remote work arrangements.
  • Competitive compensation package.
  • Opportunities for professional growth and development.
  • Access to the latest educational technology and tools.
  • Collaborative and dynamic work environment.
  • Recognition and reward for outstanding performance.
  • Comprehensive health and wellness benefits.
  • Generous paid time off policy.

How to Stand Out

  • Focus on highlighting your experience in customer success, particularly in the edtech sector, and how you've driven customer engagement and retention.
  • Develop a strong understanding of Renaissance's products and services to stand out in your application and during the interview process.
  • Prepare examples of your strategic planning and problem-solving skills, demonstrating how you've successfully managed customer relationships and driven business growth.
  • Showcase your ability to work independently and as part of a cross-functional team, emphasizing your communication and interpersonal skills.
  • Consider creating a portfolio that showcases your customer success achievements, including any data or metrics that demonstrate the impact of your work.
  • Be prepared to discuss your approach to customer success, including your strategies for onboarding, nurturing, and renewing customer relationships.

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