Scaled Customer Success Manager

Edia•New York, NY

59d•Hybrid

About The Position

We're building a best-in-class Customer Success team and looking for our first Scaled Customer Success Manager (CSM) to play a pivotal role in our growth. As a Scaled CSM at Edia, you’ll make a meaningful impact by accelerating the adoption of our AI-powered platform and expanding our footprint across a growing portfolio of K-12 districts. In this role, you’ll both own a portfolio of small and medium-sized K–12 districts and design, launch, and manage Edia’s digital success programs — including automated communications and lifecycle touchpoints. You’ll ensure every customer, regardless of size, realizes measurable impact through Edia’s platform — helping districts improve student outcomes while driving adoption, retention, and growth.

Requirements

Bachelor's or Master's degree in Business, Computer Science, or a related field
4+ years of experience in Customer Success, Scaled Customer Success or consulting role within the technology (SaaS) industry
Demonstrated success in managing and expanding customer accounts, driving both gross dollar retention (GDR) and net dollar retention (NDR)
Proven ability to build and execute digital engagement programs (email workflows, in-app messaging, webinars, etc.)
Strong data literacy — comfortable using analytics to drive decisions and measure impact
Excellent communicator who can engage district leaders, educators, and internal stakeholders alike
A process builder who enjoys operationalizing systems, not just managing accounts
Passionate about improving K–12 education and empowering schools through technology
Passion for K-12 education, improving student outcomes and supporting educators through innovative AI-driven solutions

Nice To Haves

Startup experience a plus, with the ability to thrive in fast-paced, high-growth environments

Responsibilities

Account Management: Own a portfolio of small and medium-sized district accounts, serving as a trusted advisor to ensure adoption, value realization, renewal, and expansion. Guide customers through best practices in AI-powered student success — including MTSS optimization, absenteeism reduction, and math proficiency improvement. Monitor usage and engagement metrics to identify trends, risks, and opportunities for growth.
GDR & NDR Growth: Drive Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) by proactively managing renewals, identifying expansion opportunities, and mitigating churn risks. Align growth initiatives with district priorities to maximize customer impact and platform usage.
Digital Customer Success Strategy: Design and execute Edia’s scaled engagement motion — including digital onboarding, success planning, nurture campaigns, webinars, in-app messaging, and self-service resources. Partner with RevOps and Product teams to build data-driven automation that scales personalized customer experiences. Develop playbooks, templates, and workflows that enable a tech-touch experience for hundreds of districts. Continuously test, measure, and iterate digital touchpoints to continuously improve engagement and retention.
Data-Driven Growth: Use adoption and usage data to anticipate customer needs, identify risks, and prioritize engagement. Implement health scoring and lifecycle automation to ensure the right outreach at the right time. Share actionable insights with Sales, Product, and Marketing to enhance customer programs and inform roadmap priorities.