Customer Success Manager II

Renaissance Learning North America•Remote - GA, GA

2d•$56,100 - $77,200•Remote

About The Position

Renaissance is a global leader in pre-K–12 education technology. Their solutions help educators analyze, customize, and plan personalized learning paths for students. The Customer Success Manager (CSM) is responsible for understanding customer desired outcomes and ensuring they experience the most value possible. This role manages District and School level accounts and drives successful implementations at scale while achieving Renaissance’s business outcomes. The position requires approximately 15-20% travel to customer sites across Georgia, and the company is ideally seeking a candidate based in Georgia. As a Customer Success Manager II, you will manage a book of business/portfolio across assigned territories, executing on SOPs and developing proactive strategies to support customers. You will ensure customers are continuously delighted, contribute to the identification and documentation of risks, and collaborate with cross-functional teams (Sales, Customer Support, Customer Education) to support customers and contribute to revenue growth. You will lead strategic customer conversations, drive advanced product adoption strategies, and analyze customer feedback patterns to provide actionable insights. You will execute sophisticated retention strategies, monitor new customers through onboarding, and deploy communication strategies to engage customers. You will lead customer strategies for personalized engagement and provide mentorship in CSM best practices.

Requirements

2-3 years experience in Customer Success required
Strong understanding of the K12 education competitive landscape
Strong organizational, analytical and detail-oriented thinking skills with the ability to operate in a highly efficient manner in a goal-oriented environment
Excellent CS strategy acumen with good business development and negotiating skills
Strong interpersonal, written, presentation and oral communication skills
Proven track record of meeting/exceeding goals and targets and delivering outcomes to customers

Nice To Haves

Experience within a SaaS education company

Responsibilities

Independently manage a book of business/portfolio across assigned territories, executing on SOPs and developing proactive strategies to support customers based on segmentation and identified goals and objectives
Ensure that customers are continuously delighted throughout their journey with Renaissance
Regularly contributes to the identification and documentation of risks, applying knowledge of local customer and territory context; Escalates risk appropriately with some oversight
Collaborate with cross-functional team (e.g., Sales, Customer Support, Customer Education), to support customers. Contribute to revenue growth through customer advocacy and success stories
Facilitate or manage support/ product/ experience related customer challenges
Lead strategic customer conversations to ensure deep understanding of product value propositions and alignment with customer goals
Drive advanced product adoption strategies across 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, contributing to product strategy and customer experience improvements
Execute sophisticated retention strategies through proactive risk assessment and mitigation planning, while monitoring customer accounts to address any signs of dissatisfaction or potential churn
Monitor new customers through the onboarding process, ensuring a smooth transition
Deploy many communication strategies to engage customers and engage
Lead customer strategies for personalized engagement operating with greater independence
Provide mentorship in CSM best practices and serve as a subject matter expert for customer success strategies and product support