Manager, Customer Success and Renewals

EVERFI

82d

About The Position

The position involves leading a team of Customer Success Managers and Renewals Executives, focusing on fostering a culture of accountability, collaboration, and continuous improvement. The role requires managing the team towards executing goals and success metrics that align with partner retention, program adoption, and revenue growth targets. Regular feedback, mentorship, and career development support are essential components of this leadership role. Additionally, the position entails partnering with senior leadership to refine Customer Success processes, playbooks, and best practices.

Requirements

• 5–8 years of experience in Customer Success, Account Management, or related client-facing roles.
• At least 2 years in a management capacity.
• Demonstrated ability to lead and develop high-performing teams.
• Strong executive presence and relationship management skills with enterprise-level clients.
• Proven track record of driving renewals and expansion in a SaaS or education technology environment.
• Excellent communication, project management, and data storytelling skills.
• Proficiency with CRM and renewal/contract tools (e.g., Salesforce).
• Ability to travel 15% of the time.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers and Renewals Executives.
• Manage team towards executing goals and success metrics aligned to partner retention, program adoption, and revenue growth targets.
• Provide regular feedback, mentorship, and career development support.
• Partner with senior leadership across the company to refine Customer Success processes, playbooks, and best practices.
• Serve as the key point of customer escalation management for all Northeast region accounts.
• Lead strategic business reviews with partners, highlighting program outcomes, student impact, and opportunities for deeper engagement.
• Collaborate cross-functionally with Sales, Implementation, Data & Research, Marketing, and Product.
• Support renewal and expansion strategy development, partnering with Sales leadership to achieve revenue goals.
• Contribute to organizing, investigating, and resolving customer issues in a timely and effective manner.
• Develop and execute renewal strategies to maximize revenue retention and reduce churn.
• Create and manage accurate renewal forecasts and pipeline visibility for senior leadership awareness.
• Identify at-risk accounts and work with stakeholders to create mitigation strategies.
• Other job duties as assigned.

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 251-500 employees