Manager, Customer Success - Secondary Education East Coast (USA Remote)
About The Position
The Go-To-Market team in the SecEd region is at the heart of driving customer engagement, retention, and growth. We focus on delivering exceptional customer experiences, ensuring value realization, and supporting strategic business objectives through proactive customer success management and targeted account strategies. We are seeking a dynamic, strategic, and resilient Manager of Customer Success to lead a team of high-performing individual contributors. In this role, you will translate functional plans into concrete operational processes, manage resources to meet critical schedules, and influence the techniques we use to drive customer retention and growth.
Requirements
- 5+ years of CSM experience in EdTech/SaaS
- 2+ years of Sales Management experience
- Confident working with; SFDC, Google workspace and Zoom
- Some experience working with; Tableau
- Confident in analyzing data to make strategic decisions
- Confident in development coaching and leadership skills
- Coaching & Team Building
- Resourcefulness
- Adaptability
- Accountability
Responsibilities
- Lead, mentor, and coach a team of Customer Success Managers (CSMs), ensuring they deliver exceptional customer experiences and achieve their KPIs.
- Conduct regular 1:1s, performance reviews, and development planning sessions to support team growth and engagement.
- Monitor and analyze team performance metrics.
- Ensure adherence to best practices, processes, and playbooks to drive consistent and scalable customer success outcomes.
- Work cross-functionally with Marketing, Product, and other Supporting teams to address customer needs and align on strategic goals.
- Exceptional ability to communicate, present, and build partnerships with contacts both inside and outside your immediate area of expertise.
- A track record of using data and process-oriented thinking to solve diverse, complex business problems.
Benefits
- Remote First Culture
- Health Care Coverage
- Education Reimbursement
- Competitive Paid Time Off
- Self-Care Days
- National Holidays
- 2 Founder Days + Juneteenth Observed
- Paid Volunteer Time Off
- Charitable Contribution Match
- Monthly Wellness or Home Office Reimbursement
- Access to Employee Assistance Program (mental health platform)
- Parental Leave
- Retirement Plan with match/contribution
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
