Customer Success Manager, Scaled

About the Role

As a Customer Success Manager, you will be responsible for managing a portfolio of 300-350 accounts, with an annual recurring revenue of approximately $2.5 million. You will work closely with the sales team to identify and support expansion opportunities across accounts, and utilize tools such as Salesforce, Gainsight, and Outreach to manage customer success activities at scale.

The education technology industry is rapidly growing, with Renaissance being a global leader in pre-K-12 education technology. The company's solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters - creating energizing learning experiences in the classroom.

What You Will Do

• Manage a high-volume portfolio of district and school level accounts, driving renewals, retention, and customer value through proactive risk mitigation
• Execute a scaled engagement strategy, segmenting customers by annual recurring revenue and leveraging a mix of automated, 1:many, and targeted high-touch interactions
• Deliver value through data-driven insights, including customer health scores, usage trends, and adoption metrics to prioritize outreach and reduce churn risk
• Lead key customer initiatives, such as back-to-school readiness and business reviews, aligned to customer goals and outcomes
• Partner closely with the sales team to identify and support expansion opportunities across accounts
• Utilize tools such as Salesforce, Gainsight, and Outreach to manage customer success activities at scale
• Act as the customer advocate by surfacing insights, resolving risks, and collaborating cross-functionally to improve the customer experience
• Manage and mitigate risks, and develop strategies to ensure customer satisfaction and retention
• Collaborate with internal teams, such as sales, marketing, and product, to ensure alignment and effective communication

What We Are Looking For

• 1-3 years of experience in customer success, account management, renewals, or sales
• Experience managing a high-volume or scaled book of business
• Strong analytical and organizational skills, with the ability to manage multiple priorities efficiently
• Excellent communication and relationship-building skills, with the ability to engage with a variety of stakeholders
• Demonstrated ability to use data and insights to drive customer outcomes and retention
• Experience with Salesforce, Excel, and other customer success tools
• Strong problem-solving skills, with the ability to think critically and creatively
• Ability to work in a fast-paced, evolving environment, with a continuous improvement mindset

Nice to Have

• Experience in the education technology industry
• Knowledge of Gainsight and Outreach
• Experience with data analysis and metrics-driven decision making
• Certification in customer success or a related field

Benefits and Perks

• Competitive salary, with a range of $56,100 - $77,200 USD
• Additional bonus for hitting customer success targets
• World-class health benefits, including medical, prescription, dental, vision, and telehealth
• Health savings and flexible spending accounts
• 401(k) and Roth 401(k) with company match
• Paid vacation and sick time off
• 12 paid holidays
• Parental leave, with 20 total weeks and 14 weeks paid
• Milk Stork program
• Opportunity to work with a global leader in education technology
• Collaborative and dynamic work environment
• Professional development opportunities, with training and education programs
• Flexible and remote work arrangements, with the opportunity to work from anywhere

• Develop a strong understanding of customer success principles, including proactive risk mitigation and data-driven insights
• Showcase your ability to manage multiple priorities efficiently, with strong analytical and organizational skills
• Highlight your experience with Salesforce, Excel, and other customer success tools, and be prepared to demonstrate your proficiency
• Emphasize your excellent communication and relationship-building skills, with the ability to engage with a variety of stakeholders
• Prepare examples of how you have used data and insights to drive customer outcomes and retention, and be prepared to discuss your approach
• Be ready to discuss your experience managing a high-volume or scaled book of business, and how you have developed strategies to ensure customer satisfaction and retention
• Show enthusiasm and passion for the education technology industry, and highlight your ability to make a positive impact on student learning outcomes