District Success Manager

NAVIGATE360 LLC•Richfield, OH

25d•Remote

About The Position

The District Success Manager (DSM) is the primary post-sale relationship owner for assigned Navigate360 clients, supporting districts with 1,000–7,000 students in achieving measurable value from the company’s SaaS solutions. The role drives customer success through onboarding support, product adoption, strategic partnership aligned with district goals, technical coordination, user training, and ongoing support. The DSM owns and closes contract renewals and owns expansion revenue for assigned districts. The role is accountable for the renewal and expansion dollars in its book of business and supports revenue retention and growth by proactively managing renewals, identifying and mitigating risk, and providing data-informed guidance to improve engagement and outcomes. In partnership with Account Executives, the DSM identifies and advances upsell and cross-sell opportunities based on customer needs, usage trends, and solution gaps. The position works with customers and internal teams to maintain customer health, develop tailored success plans, deliver business reviews, support platform utilization, and accurately forecast renewal and expansion revenue in Salesforce. Core business hours are generally 8:00 a.m. to 5:00 p.m., but work outside normal business hours may be required based on company operations. Some travel may be required.

Requirements

Bachelor’s degree or equivalent experience.
2–4 years of experience in customer success, account management, or another client-facing role, ideally in SaaS or technology solutions.
Experience managing renewals or a revenue-bearing book of business, including forecasting and contract negotiation.
Passion for enhancing the safety of students, faculty, and staff.
Strong analytical and problem-solving abilities.
Excellent verbal and written communication skills and the ability to deliver engaging training sessions.
Ability to manage multiple time-sensitive projects and meet established deadlines.
Experience documenting processes and creating customer-facing reference materials.
Proficiency with CRM platforms such as Salesforce, Salesforce Lightning, or Zoho.
High competence with PC/Mac operating systems and Microsoft Office 365 applications.

Nice To Haves

2 or more years of EdTech SaaS configuration and support experience.
Experience in Emergency Management, Behavioral Threat Assessment, or Secondary Education.
Experience with Student Information System integrations such as Clever, ClassLink, or PowerSchool.
Bilingual in English and Spanish.

Responsibilities

Serve as the primary post-implementation contact and support a smooth onboarding experience.
Build long-term customer relationships and work toward customer retention rates of 90% or higher.
Own each assigned contract renewal from the start of the renewal cycle through signed contract, including negotiation and contracting.
Conduct account reviews and twice-yearly business reviews in Review Studio to document return on investment and the value case for renewal.
Maintain customer health scores, develop action plans for at-risk accounts, and escalate risks early to Account Executives and internal teams.
Prepare renewal quotes and coordinate customer purchasing and approval steps.
Forecast renewal revenue and retention in Salesforce, keeping opportunities, stages, and close dates accurate and current.
Own upsells of seats and sites within assigned districts from need identification through closed contract.
Identify and qualify cross-sell opportunities for additional Navigate360 solutions in partnership with the Account Executive and, as needed, the Solutions Consultant.
Log new product needs and notify the Account Executive within two business days.
Use usage trends, adoption data, and success-plan goals to identify solution gaps and develop expansion cases.
Build relationships across district stakeholders and grow customer champions; involve the Account Executive and make a referral ask within five business days when a strong champion emerges.
Forecast expansion revenue in Salesforce, keeping opportunities, stages, and close dates accurate and current.
Monitor product adoption, provide proactive best-practice guidance, and recommend ways to integrate the platform into customer workflows.
Conduct regular customer check-ins to understand use cases and help customers use the platform’s capabilities.
Develop tailored success plans based on customer goals and define success metrics for the first 100 days.
Communicate customer red flags and support needs to internal teams for proactive intervention.
Track customer engagement and satisfaction using tools and data to identify risks and opportunities.
Support adoption and risk mitigation for DSM-owned accounts and confirm that setup and initial configurations meet customer needs.
Introduce the Account Executive team to growth opportunities through quality discovery and discussion.
Use CRM tools to track sales activity, forecast, and revenue potential, and provide regular forecasts for revenue, retention, and expansion opportunities.
Participate in formal customer handoffs, sharing success plans, customer insights, goals, and ongoing initiatives.
Partner with RVPs to support customer success on identified and co-owned accounts.
Lead customer enablement sessions on advanced features and functionality to maximize product value.
Collaborate with sales, product, and technical support teams to address customer challenges and align on solutions.