Regional Customer Success Manager

Open Up Resources

19d•$85,000 - $110,000•Remote

About The Position

Open Up Resources (OUR) is a non-profit publisher dedicated to providing high-quality, research-based PreK-12 curricula and professional learning to support student academic success and create inclusive classroom experiences. The Regional Customer Success Manager will be responsible for building relationships with district and instructional leadership teams, understanding their implementations, and identifying successes and challenges to retain and grow business while providing exceptional customer service. This role involves promoting, presenting, and securing district renewals and expansions of OUR offerings, including professional development and support services. The ideal candidate is a mission-driven, self-starting education enthusiast with strong relationship-building and management skills, sales initiative, a K-12 background, K-12 sales experience, and a talent for achieving positive outcomes.

Requirements

Minimum of 5 years experience in the K-12 space, with a strong performance history that demonstrates growth and drive to excellence.
Proven K-12 sales experience, with a track record of meeting or exceeding renewal, retention, or growth targets.
Strong negotiation and closing skills, with the ability to guide districts through decision-making to a signed renewal or expansion.
Self-starter with strong sales initiative, persistent in pursuing opportunities and comfortable navigating obstacles or slow-moving decision processes without losing momentum.
Ability to manage multiple tasks and prioritize appropriately.
Proven organizational skills, high attention to detail, and superior time management.
Excellent interpersonal, written, and oral communication skills.
Ability to work independently.
Ability to work effectively with all types of people.
Strong presentation skills.
Command of technology applications, including presentation software, HubSpot and Salesforce.com.
Ability to build and maintain strong, trusting relationships among district and school leadership.
Ability to use, with integrity, genuine relationships to maintain customer status and grow product usage throughout school/district/state.
Willingness to travel up to 30% to build strong relationships and better support clients.

Nice To Haves

Teaching experience or district-level experience preferred.
Dedicated passion for increasing equity in the K-12 landscape.

Responsibilities

Proactively grow the existing customer base.
Assess and support district implementation health by regularly evaluating how districts are using OUR offerings, identifying successes and challenges early, and proactively addressing barriers to strong implementation.
Maintain a high renewal rate for all existing accounts through proactive, relationship-driven account management rather than reactive support.
Conduct regular in-person visits to curriculum leaders at assigned districts as part of a proactive account-coverage plan, in addition to virtual check-ins, to strengthen relationships and surface growth opportunities.
Cultivate customer relationships through timely, proactive meetings; ensure customer satisfaction through excellent customer support.
Employ relationship sales techniques including calls/video demonstrations and on-site visits, along with productive questioning and listening strategies that lead to a successful customer experience in evaluating additional OUR offerings.
Demonstrate superb customer focus, response, and follow-up abilities, while leveraging a matrix of internal and external support.
Present and secure renewals and expansions, guiding districts through the full decision-making process, from initial conversation to a signed renewal or expansion, rather than stopping at relationship-building alone.
Promote related professional development and support services alongside curriculum renewals and expansions, ensuring districts have the implementation support needed to succeed with their investment.
Advocate for customer needs internally, partnering with product, implementation, and support teams to resolve district-specific challenges and ensure the customer's voice shapes how their account is supported.
Bring a heightened level of proactivity to account management; anticipating district needs, surfacing opportunities, and initiating outreach ahead of renewal cycles, rather than defaulting to a reactive posture.
Develop and maintain expert content and services knowledge for the OUR portfolio, the K-12 educational marketplace, and factors influencing the Open Educational Resources movement.
Effectively use promotional materials to support marketing messaging through email, social media, and presentations.
Demonstrate teamwork by sharing best practices and working collaboratively with the new business sales team.
Maintain an “always improving and learning” attitude internally and externally.
Maintain accuracy in company records such as ensuring all calls have been logged correctly in Salesforce.com, opportunities have been tracked correctly, and customers’ details are accurately captured.
Assist with developing regional and local marketing plans on a monthly basis.
Partner with sales reps to ensure consistency from sales to implementation.