Manager, Customer Success

Veracross • Wakefield, MA

13d

About The Position

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.
We are a growing, values-led community of employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning.
Veracross is five product brands in one global tech company
Veracross SIS is a one-person, one-record school management platform
Magnus Health provides cloud-based Student Health Record (SHR) solutions
Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps.
Epraise incentivizes student well-being and connects teachers, students, and families.
Firefly provides an online learning space for students and teachers
Role Summary:
The Manager, Customer Success, North America leads the North America Customer Success team and is accountable for team performance across retention, qualified opportunity generation, and SIS lead creation. This role owns team coaching, churn forecasting, renewal execution, and operational consistency across the regional portfolio.
The Manager partners closely with Sales, Support, Implementation, Product, and leadership to reduce churn, expand customer value, and build a high-performing team. This role may retain a limited strategic portfolio, but its primary focus is team leadership and regional execution.

Requirements

• Bachelor's Degree or equivalent experience.
• 7+ years of experience in SaaS customer success, account management, or other post-sales roles.
• 2+ years of experience managing or formally leading customer-facing teams.
• Demonstrated success driving retention, renewals, and expansion performance.
• Strong experience with churn forecasting, pipeline management, and operational rigor.
• Strong coaching, performance management, and cross-functional leadership skills.
• Excellent written and verbal communication skills.
• Ability to operate strategically while staying close to execution details.

Nice To Haves

• Experience in K-12 private school, education SaaS, or a related market preferred.

Responsibilities

• Lead, coach, and develop the North America CSM team, including Team Leads where applicable.
• Set clear expectations tied to retention, qualified opportunity generation, SIS lead creation, and account management discipline.
• Own regional churn forecasting and lead regular risk reviews to ensure risks are identified early, documented clearly, and actively mitigated.
• Step into high-risk or high-value customer situations as needed to support save plans, renewals, and executive alignment.
• Ensure renewals are managed proactively, forecasted accurately, and documented cleanly in Salesforce.
• Drive expansion discipline by coaching CSMs on opportunity identification, lead quality, and effective partnership with Sales.
• Enforce consistent use of Salesforce and Catalyst for health monitoring, risk tracking, task management, and account planning.
• Partner cross-functionally with Sales, Support, Implementation, and Product to resolve escalations and improve customer outcomes.
• Hire, onboard, manage, and develop talent, including succession planning for future Team Leads and Managers.
• Provide regular reporting and recommendations on regional risk, team performance, process gaps, and staffing needs.

Benefits

• 3 weeks of vacation per year
• 14 paid holidays per year (including the week off between Christmas and New Year's Eve)
• 56 Hours of paid sick leave annually
• Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
• Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees