Customer Success Manager - Mid Market & Enterprise - West

GoGuardian

4d•Remote

About The Position

GoGuardian is hiring a Mid-Market/Enterprise Customer Success Manager for its West Region, supporting schools and districts across Central California. The role focuses on customer retention, renewals, and revenue growth through strategic relationship management and proactive account planning. The CSM owns renewals, identifies expansion and cross-sell opportunities, guides customers through onboarding and product adoption, and monitors account health to address churn risks. As a trusted advisor and customer advocate, the CSM aligns GoGuardian’s solutions with customer goals and partners with internal teams to meet customer needs. The position also requires accurate Salesforce pipeline management and forecasting, achievement of renewal and expansion targets, and close collaboration with Sales and other teams to maximize long-term customer value. The successful candidate owns assigned customer relationships and renewal and expansion motions, develops Strategic Growth Plans with New Business Managers, and provides customers with regular communication, strategic guidance, and best practices. They track usage and engagement, proactively address account risks and escalations, and share customer feedback with Product and other internal teams. This is a remote role on a diverse, mission-driven team focused on improving K–12 learning environments. GoGuardian offers competitive pay, health insurance, 401(k) matching, an employee equity plan, flexible time off, paid holidays, paid parental leave, wellness days, a paid year-end holiday break, work-from-home funds, and fertility and adoption reimbursement. The posting states total target earnings (OTE), combining base salary and variable pay, of "$120,0000" and notes that commission is uncapped; it does not provide a separate base salary range.

Requirements

At least 3 years of experience in Customer Success, Account Management, or a client-facing sales role.
Deep understanding of GoGuardian’s full product suite and ability to align solutions with district needs.
Proficiency with Salesforce, including managing forecasts and building reports to inform account strategy.
Skill in navigating customer objections and negotiating value-based outcomes.
Experience owning renewal and expansion motions and consistently delivering against ARR targets.
Ability to work cross-functionally with channel and Sales teams.
Ability to maintain detailed, accurate sales data in Salesforce and other sales tools.
Initiative and adaptability in a fast-paced, changing environment.

Nice To Haves

Motivation to make an impact on the education landscape.

Responsibilities

Own and nurture customer relationships, serving as the main point of contact and trusted advisor for assigned accounts.
Drive customer retention and secure contract renewals before expiration by proactively identifying and addressing challenges.
Identify and pursue upsell and cross-sell opportunities to grow accounts and meet customer needs.
Lead customer onboarding and implementation, and support ongoing product adoption with guidance and best practices.
Monitor customer usage, engagement, and health; identify churn risks and growth opportunities and take proactive action.
Develop and execute Strategic Growth Plans with New Business Managers for assigned regions.
Manage the Salesforce pipeline, maintain accurate opportunity data and forecasts, and provide reporting to inform account strategy.
Meet or exceed quarterly and annual ARR, renewal, expansion, and cross-sell targets.
Coordinate with internal teams to ensure a seamless customer experience throughout the customer lifecycle.
Advocate for customers internally and share product feedback and insights with the Product team.
Coordinate customer risks and escalations with internal stakeholders, and create and execute plans to resolve issues and improve customer satisfaction.
Facilitate transitions from Sales to Customer Success and align internal teams on customer needs and objectives.
Provide responsive, knowledgeable, proactive customer service to enhance satisfaction and loyalty.