Manager of Digital Customer Success

Seesaw

2d•$110,000 - $140,000

About The Position

Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is the only elementary learning experience platform, offering a suite of award-winning tools, resources, and curriculum for teachers to deliver joyful, inclusive instruction. Through interactive lessons, digital portfolios, and two-way communication features, Seesaw keeps everyone in the learning loop by providing continuous visibility into the student's learning experience to support and celebrate their learning. We are seeking a strategic, data-driven Manager of Customer Success to lead our Digital (scaled) segment. This leader will manage a team of five, including Customer Success Managers and Team Leads, supporting single-school customers across the U.S. and international markets. This role supports both U.S. and international employees, including team members in Jordan and the UK, and requires flexibility with morning hours to collaborate effectively across time zones. The Manager is responsible for renewal performance, activation strategy, and lifecycle automation across a high-volume, digital-first portfolio, driving predictable revenue outcomes and scalable growth. This is a highly collaborative role, partnering closely with Revenue Operations, Finance, and Marketing leaders. Success requires strong cross-functional experience, executive communication skills, and the ability to influence stakeholders across the organization.

Requirements

5+ years in Customer Success, Account Management, or Retention
2+ years people management experience
Experience managing renewal forecasting and revenue targets
Strong analytical skills — comfortable using dashboards and performance data
Experience building or optimizing lifecycle automation using industry standard tools.
Experience in SaaS, EdTech, or scaled customer segments preferred
Proven track record of overachievement, innovation, leading change, and creativity in solving company and team challenges
Experience building and leading high performing geographically distributed teams, including process definition, documentation, talent sourcing, development, while delivering excellence and driving accountability
Proven track record of consistently achieving business targets and quotas

Responsibilities

Own renewal forecasting and Net Revenue Retention (NRR) across the Digital segment
Drive strategy to increase retention at scale.
Reduce past-due renewals through structured outreach and proactive risk management
Optimize renewal automation and self-serve motions to improve efficiency and conversion
Team delivery on meeting and exceeding renewal and expansion goals
Pipeline management of renewal/expansion targets and report out on key metrics
Analysis of industry trends and performance metrics to drive execution and accelerate results
Improve customer health and adoption across a digital-first portfolio
Continuously optimize renewal journeys and the self-serve renewal experience
Identify at-risk signals and build proactive intervention plays
Partner regularly with Revenue Operations, Finance, Marketing, and Customer Operations to align forecasting, automation, and campaign strategy
Reduce manual CSM workload through process improvements and scalable systems
Support international territories (MENA, AUS, UK) while ensuring global consistency in playbooks and execution
Inspire, attract, and manage a team of 5 high-performing CSMs and drive all aspects of developing leading and coaching with a high focus on the teams metrics and scorecard
Drive weekly forecasting rigor and KPI accountability
Coach onboarding, product launches, and skill development to elevate team performance