Enterprise Customer Success Manager (CSM)

Edia

12h•$180,000 - $240,000•Hybrid

About The Position

Edia is a Series A technology startup developing AI-driven software for K-12 education, including tools to improve math education, address chronic absenteeism, and optimize data and intervention processes. Its platform supports more than 300 school districts and over one million students across the United States. The Enterprise Customer Success Manager will help schools and districts adopt Edia’s AI-powered platform and realize its value. The role owns Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) through strategic account management, deeper customer adoption, retention strategies, and targeted expansion initiatives. The CSM will work with district leaders, administrators, and educators to support student success and measurable outcomes in areas such as MTSS, absenteeism reduction, and math proficiency. The role also collaborates with product and engineering teams, develops Joint Success Plans with customers, and leads training and other enablement activities. The position is described as hybrid-friendly, with flexibility for remote work.

Requirements

Bachelor’s or master’s degree in Business, Computer Science, or a related field.
At least 5 years of experience in customer success, management consulting, technology consulting, or another 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, including the ability to identify trends and make data-informed decisions.
Exceptional communication and interpersonal skills, with the ability to build trust, foster engagement, and influence executive stakeholders.
Demonstrated success managing and expanding customer accounts and driving 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 AI-driven solutions.

Nice To Haves

Startup experience and the ability to thrive in fast-paced, high-growth environments.
MBA.

Responsibilities

Develop and maintain trusted-advisor relationships with district leaders, administrators, educators, and other key stakeholders, particularly at high-value accounts.
Guide customers in applying AI-powered student-success practices and achieving measurable outcomes related to MTSS, absenteeism reduction, and math proficiency.
Use knowledge of AI in education, the Edia platform, and K-12 challenges to help schools optimize AI-driven insights.
Analyze customer adoption trends, usage patterns, and student outcomes, and provide data-backed recommendations to improve engagement, retention, and growth.
Identify upsell and cross-sell opportunities aligned with district priorities to expand platform usage.
Implement proactive retention strategies and address customer needs to mitigate churn.
Represent the voice of the customer and collaborate with product and engineering teams to influence the roadmap with feature requests and integrations.
Translate customer feedback into actionable product enhancements that improve adoption, engagement, and student outcomes.
Partner with customers to create Joint Success Plans aligned with district goals, curriculum strategies, and intervention programs.
Lead training sessions, webinars, and workshops for educators and administrators on using Edia’s AI platform.