Enterprise Customer Success Manager (CSM)

Edia

2d•$180,000 - $240,000•Hybrid

About The Position

We're building a best-in-class Customer Success team and looking for an Enterprise Customer Success Manager (CSM) to play a pivotal role in our growth. As an Enterprise CSM at Edia, you’ll have the opportunity to make a meaningful impact by accelerating the adoption of our AI-powered platform and expanding our footprint across K-12 districts. In this role, you will be instrumental in ensuring schools and districts realize the full value of Edia, driving student success and educational outcomes. You'll take ownership of Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) by leading strategic account management, deepening customer adoption, and executing targeted expansion initiatives.

Requirements

Bachelor's or Master's degree in Business, Computer Science, or a related field
5+ years of experience in a customer success, management consulting, technology consulting, or consultative role within the technology (SaaS) industry
Proven ability to navigate complex enterprise sales environments with multiple priorities and stakeholders
Strong analytical and problem-solving skills, with the ability to identify trends and drive data-informed decisions
Exceptional communication and interpersonal skills, adept at building trust, fostering engagement, and influencing executive stakeholders
Demonstrated success in managing and expanding customer accounts, driving both gross dollar retention (GDR) and net dollar retention (NDR)
Experience implementing production technology solutions, driving change management, and evangelizing outcomes
Passion for K-12 education, improving student outcomes and supporting educators through innovative AI-driven solutions

Nice To Haves

Startup experience a plus, with the ability to thrive in fast-paced, high-growth environments
MBA preferred

Responsibilities

Strategic Account Management: Develop and maintain trusted advisor relationships with key decision-makers and influencers across district leadership, administrators, and educators with a focus on high-value accounts. Guide customers through best practices in AI-powered student success, ensuring they achieve measurable impact in areas such as MTSS, absenteeism reduction, and math proficiency.
Technology & Industry Expertise: Leverage deep knowledge of AI in education, the Edia platform, and K-12 challenges to help schools optimize their use of AI-driven insights. Proactively analyze customer adoption trends, usage patterns, and student outcomes to provide data-backed recommendations that drive engagement, retention, and growth.
GDR & NDR Growth: Identify upsell and cross-sell opportunities that align with district priorities, ensuring expanded usage of Edia’s platform. Implement proactive retention strategies, mitigating churn by addressing customer needs before they become pain points.
Customer Advocacy: Act as the voice of the customer, collaborating with product and engineering teams to influence the roadmap with key feature requests and integrations. Translate customer feedback into actionable product enhancements that improve adoption, engagement, and student outcomes.
Success Plans: Partner with customers to develop Joint Success Plans that align Edia’s AI capabilities with district goals, curriculum strategies, and intervention programs. Lead training sessions, webinars, and workshops, equipping educators and administrators with the knowledge to fully leverage Edia’s AI platform.