Customer Success Manager III

Renaissance Learning North America

5d•$87,000 - $95,000•Remote

About The Position

We believe that Customer Success is all about understanding your customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager (CSM) at Renaissance, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform(s) that drives successful student learning outcomes. This role manages District and School level accounts, and we are looking for you to drive successful implementations at scale while also achieving Renaissance’s business outcomes. Territory: Ideally needing someone located in Southern CA, particularly Orange County, CA.

Requirements

3-5 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

Manage assigned portfolio customers with significant independence; Develop strategic customer relationships across territories and execute impactful strategies to drive strong business results
Proactively and reactively ensure that customers are continuously delighted throughout their journey with Renaissance
Partner with Sales to develop and execute account growth strategies across shared customers, leveraging deep customer insights to drive expansion opportunities within customer accounts
Take ownership of risk identification, documentation, and escalation within their area. Apply customer and territory insights to ensure timely and accurate reporting of risks
Identify opportunities for upselling and cross selling and work closely with the sales team to close any sales opportunities
Lead complex customer success initiatives and serve as the escalation point for accounts, developing innovative solutions for sophisticated customer challenges
Assist with product order queries and working with logistics team to resolve product order related issues
Ensure that customers fully understand our product, benefits, and features
Drive engagement and full adoption of our product and deployed hardware. Manage multiple tasks and higher levels of complexity
Observe themes/ Gather feedback from customers and relay it to the product development team to enhance our product based on customer nee
Monitor customer accounts and re-actively address any signs of dissatisfaction or potential churn, taking measures to retain customers
Guide new customers through the onboarding process, ensuring a smooth transition and setup on our platform with 1:many communicati
Independently drive customer strategies for personalized engagement
Act as a mentor to internal teams as needed to set expectations around customer success management; Serve as a subject matter expert for customer success strategies and product support
Develop strong product and industry knowledge to support customer success strategies and provide product-related assistance; Contribute to thought-leadership initiatives and support organizational presence at key customer and industry events as opportunities