Customer Success Manager

Edtech.com's Summary

Renaissance Learning North America is hiring a Customer Success Manager. The role involves driving adoption, retention, and expansion by working closely with district and school accounts to deliver exceptional experiences that improve student learning outcomes, managing stakeholder relationships, and collaborating across sales, marketing, and product teams to achieve business goals.

Highlights

Manage District and School level accounts to ensure successful implementations and customer retention.
Drive adoption, retention, and expansion by understanding customer needs and defining success criteria.
Develop communication cadence including Quarterly Business Reviews to monitor account health and student outcomes.
Collaborate with sales, marketing, and product teams throughout the customer success journey.
Continuously self-educate on Renaissance products, solutions, and the K-12 competitive landscape.
Strong relationship-building skills and ability to lead project implementations across multiple stakeholders.
Required strong technical skills and experience in Education and/or SaaS driving large account implementations.
Base salary range of $56,100 - $77,200 with additional bonus potential based on performance.
Benefits include medical, dental, vision, 401(k) match, paid vacation, parental leave, tuition reimbursement, and more.
Supports a diverse customer base focused on pre-K–12 education technology to enhance personalized learning paths.

Customer Success Manager Full Description

About Renaissance

When you join RenaissanceÂ®, you join a global leader in pre-Kâ12 education technology! Renaissanceâs solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what mattersâcreating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide.

Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

Job Description

We believe that Customer Success is all about understanding your customersâ desired outcomes and working with them to ensure they experience the mostâ¯valueâ¯possible along the way. As a Customer Success Manager (CSM) atâ¯Renaissance, you are a part of the teacher andâ¯administratorâ¯journey through onboarding, nurturing, and renewal. The goal is to not onlyâ¯retainâ¯your customers, but to ensure that they haveâ¯an exceptionalâ¯experience with our platform(s)â¯that drives successful student learning outcomes. This role managesâ¯District and Schoolâ¯level accounts, and we are looking for you to drive successfulâ¯implementations atâ¯scale while also achievingâ¯Renaissanceâs business outcomes.â¯

â¯ Location: Remoteâ¯
â¯Territory:â¯East Strategic Accounts

In this role as a Customer Success Manager, you will: â¯

Drive adoption, retention, and expansion among some of our most valuable customers by understanding their needs, and defining success criteria to help them achieve their goalsâ¯
Build, manage, and leverage key stakeholder relationships to build awareness across the entire districtâ¯
Develop a communication cadence with customers toâ¯monitorâ¯account health and deliver student learning outcomesâ¯including but not limited to Quarterly Business Reviewsâ¯
Strategize with sales,â¯marketingâ¯and product teams throughout the onboarding, nurturing andâ¯renewalâ¯Customer Success journey to achieve mutually beneficial long-term goalsâ¯
Continuously self-educate aboutâ¯Renaissanceâs products and solutions and the K-12 competitive landscapeâ¯
Anticipateâ¯customer needs and adapts strategic plansâ¯in accordance withâ¯closelyâ¯monitoredâ¯metrics to achieve long-term goals and desired outcomesâ¯
Cultivate and strengthen relationships within assigned accounts as well as cross-functionally withinâ¯Renaissanceâ¯
Activelyâ¯seeksâ¯to understand change and incorporate new processes and systems quickly and effectivelyâ¯â¯
Curate success stories from districts to broadenâ¯Renaissanceâs efficacy resourcesâ¯

For this role as a Customer Success Manager, you should:

Excel at buildingâ¯relationshipsâyouâ¯establishâ¯rapport, listen, and earn your customersâ trustâ¯
Organize and lead a project implementation by influencing and coordinating the actions of people outside your locus of controlâ¯
Have a bias towards action and proactivity, and look to direct a situation rather than reactâ¯
Strong technical skills; you like learning new software and techniquesâ¯
Convey complicated information in written and verbal communication that is simple, clear, concise, professional, and friendlyâ¯
Be driven to exceed customer expectationsâ¯
Proactively work to mitigate churn and handle objections to renew and expand accountsâ¯
Use your skills to help support teachers and studentsâ¯
Be driven to exceed customer expectations through a myriad of communication strategiesâ¯
Have worked in Education and/or SaaS driving large account implementationsâ¯

Additional information

Customer Success Managers at Renaissance are brought in as a CSM I, II, or III that is commensurate with experience. The level you are hired at will be determined by the interview and recruiting process. The job description is based on your book of business. Your title is based on your experience and background. All your information will be kept confidential.

Salary Range: $56,100 - $77,200 This range is based on national market data and may vary by location. This is a base salary only, additional bonus for hitting CSM targets applies.

Benefits for eligible US employees include:

World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
Health Savings and Flexible Spending Accounts
401(k) and Roth 401(k) with company match
Paid Vacation and Sick Time Off
12 Paid Holidays
Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
Tuition Reimbursement
Life & Disability Insurance
Well-being and Employee Assistance Programs

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications. Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

Equal Opportunity Employer

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

For California Residents, please see our Privacy Notice for California Job Candidates here.

Reasonable Accommodations

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

Employment Authorization

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

For more information about Renaissance, visit: https://www.renaissance.com

Original Job Description