Senior Enterprise Customer Success Manager (New York City, NY)

Edmentum

1d•$110,000 - $120,000•Remote

About The Position

Edmentum is hiring a senior customer success leader to own Customer Success and Professional Learning efforts across New York City Public Schools, its largest and most strategic customer partnership. The role is responsible for account strategy, implementation, adoption, retention, growth, and measurable student outcomes, while leading and developing a team of Enterprise Customer Success Managers. This is a remote, work-from-home position based in the New York City area. Candidates must live within commuting distance of NYC because the role requires regular in-person engagement with district leaders, customers, and team members throughout the region. Travel is primarily local and varies according to customer and business needs.

Requirements

Track record of retaining and growing high-value, complex partnerships while exceeding revenue and retention goals.
Experience building, coaching, and developing high-performing teams and establishing accountability, engagement, and growth.
Ability to build credibility with superintendents, cabinet members, and senior district leaders and navigate politically complex environments.
Ability to use customer health, renewal risk, and revenue data to prioritize efforts and drive strategic outcomes.
Ability to balance day-to-day customer needs with long-term planning and sustainable partnership growth.
Consultative, relationship-driven approach and ability to influence outcomes across large, matrixed organizations.
Experience working within K-12 education and understanding of school district challenges, priorities, and stakeholder dynamics.
Ability to build, improve, and tailor customer success strategies for a highly visible enterprise customer.
Strong cross-functional partnership skills, including bringing Sales, Product, Professional Learning, and Customer Success teams together around customer outcomes.
Commitment to feedback-rich culture and continuous improvement.
Must live within commuting distance of New York City.
Availability for regular in-person engagement and primarily local travel based on customer and business needs.

Nice To Haves

Experience leading Customer Success, Strategic Account Management, or district partnership teams within K-12 EdTech.
Experience supporting large urban school districts or enterprise education customers.
Existing knowledge of, or relationships within, the New York City education ecosystem.
Experience managing renewal, expansion, and executive stakeholder strategies for complex customer portfolios.

Responsibilities

Own a portfolio of Edmentum’s most strategic, high-value enterprise partnerships, leading multi-year account strategy, implementation, and adoption.
Lead, hire, and develop a team of Enterprise CSMs; set goals, coach performance, conduct performance reviews, and build team capability.
Own enterprise retention and renewal outcomes, forecast renewals, mitigate risk in high-value accounts, and serve as the executive escalation point for the team.
Build trusted relationships with superintendents, cabinet members, and senior district leaders; lead executive business reviews and strategic account planning.
Partner with Partnership Managers and Sales leaders to develop account plans and share accountability for expansion, cross-sell, and multi-year renewal growth.
Develop enterprise customer success playbooks, engagement standards, and success-planning models, and ensure consistent health monitoring and documentation practices.
Represent enterprise customer insights to Product, Professional Learning, and leadership to influence roadmap, service, and coverage decisions.
Maintain a visible presence in the New York City region through regular in-person meetings and events as needed.