Senior Customer Success Manager

About Renaissance

Join Renaissance®, a global leader in pre-K-12 education technology, where our innovative solutions empower educators to analyze, customize, and personalize learning paths for students. We enable teachers to focus on what truly matters: creating engaging learning experiences in the classroom. Our passionate team and educational partners are dedicated to driving phenomenal student growth, with our solutions utilized in over one-third of US schools and in more than 100 countries worldwide.

We live our mission through our core values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

Job Description

In the role of a Senior Customer Success Manager, you'll be instrumental in understanding and driving your customers' desired outcomes, ensuring they have an exceptional experience with our platforms. You will manage District and School level accounts, emphasizing effective onboarding, nurturing, and renewal to not only retain customers but also to foster an environment that promotes successful student learning outcomes.

Your Responsibilities Include:

• Independently manage a portfolio of significant customers, develop strategic relationships, and implement impactful strategies that drive successful business results.
• Ensure continuous customer satisfaction and delight throughout their journey with Renaissance, proactively and reactively.
• Collaborate with Sales to create and execute account growth strategies, using in-depth customer insights to identify expansion opportunities.
• Tackle risk identification and management efficiently, ensuring timely and accurate reporting of any issues.
• Spot upselling and cross-selling opportunities, and work closely with the sales team to capitalize on them.
• Lead complex customer success initiatives and act as an escalation point for accounts, providing innovative solutions to customer challenges.
• Assist in resolving product order issues alongside the logistics team.
• Educate customers on our products, benefits, and features, ensuring comprehensive understanding.
• Drive engagement and full adoption of our products and manage multiple tasks with complex requirements.
• Gather customer feedback and relay insights to product development for continual enhancement of our offerings.
• Monitor customer accounts and proactively address dissatisfaction or potential churn, implementing retention strategies.
• Guide new customers through onboarding processes, ensuring smooth transitions to our platform.
• Independently drive personalized engagement strategies tailored to customer needs.
• Mentor internal teams as needed, setting clear expectations around customer success management and acting as a subject matter expert in this domain.
• Build strong product and industry knowledge to refine customer success strategies and provide product-related assistance; contribute to thought-leadership initiatives and support the organization’s presence at key industry events.

Qualifications:

• 3-5 years of experience in Customer Success is essential.
• Deep understanding of the K12 education landscape.
• Strong organizational, analytical, and detail-oriented skills with the ability to thrive in a goal-oriented environment.
• Excellent strategic acumen in customer success, business development, and negotiation skills.
• Outstanding interpersonal, written, presentation, and oral communication abilities.
• Proven history of meeting and exceeding goals and delivering measurable outcomes to customers.

Bonus Points:

• Experience in a SaaS education company.

Salary Range:

$87,000-95,000. This range is based on national market data and may vary by location. This is a base salary only; additional bonuses for achieving CSM targets apply.

Benefits:

• Comprehensive Health Benefits: Medical, Dental, Vision, and Telehealth.
• Health Savings and Flexible Spending Accounts.
• 401(k) and Roth 401(k) with company match.
• Generous Paid Vacation and Sick Time Off.
• 12 Paid Holidays each year.
• Parental Leave with a total of 20 weeks (14 weeks paid).
• Tuition Reimbursement.
• Life & Disability Insurance.
• Well-being and Employee Assistance Programs.

We encourage applications from all individuals, and we believe diversity is critical to our success. At Renaissance, we are committed to equal opportunity in hiring and employment practices and strive to create an inclusive environment for our team members.

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