Seesaw
Manager of Enterprise Customer Success
🇺🇸 Remote - US
🕑 Full-Time
💰 $107,000 - $127,000
💻 Customer Success
🗓️ March 25th, 2024
Customer Success SaaSAbout Us:
Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is the only elementary learning experience platform, offering a suite of award-winning tools, resources, and curriculum for teachers to deliver joyful, inclusive instruction. Through interactive lessons, digital portfolios, and two-way communication features, Seesaw keeps everyone in the learning loop by providing continuous visibility into the student's learning experience to support and celebrate their learning.
Our Mission:
Seesaw’s mission is to provide every elementary student with joyful and connected learning experiences that lay the foundation for success in life.
Your Team:
You will manage a team of high-performing Customer Success Managers focused on driving business-critical outcomes for Seesaw’s Enterprise customers. You will be tasked with ensuring that our largest customers accomplish their goals and effectively recognize and communicate the value Seesaw for Schools brings to their organization.
Your Role:
The Manager of the Enterprise Customer Success team is a highly driven, results-oriented, and collaborative leader who will both drive excellence in execution while building the foundation for growth for Seesaw for Schools customers.
You will work with your direct reports to build and refine a strong operational foundation with effective high-touch engagement strategies that drive ongoing adoption initiatives, mature client relationships, and ultimately drive retention and expansion. You will also own a small portfolio of district partnerships and lead the renewal and expansion process.
This role will require a consultative and holistic approach to the customer lifecycle, expertise in navigating priorities, challenges and opportunities within a diverse customer portfolio and ability to communicate effectively both up and down the organization.
Your Responsibilities:
You will work with your direct reports to build and refine a strong operational foundation with effective high-touch engagement strategies that drive ongoing adoption initiatives, mature client relationships, and ultimately drive retention and expansion. You will also own a small portfolio of district partnerships and lead the renewal and expansion process.
This role will require a consultative and holistic approach to the customer lifecycle, expertise in navigating priorities, challenges and opportunities within a diverse customer portfolio and ability to communicate effectively both up and down the organization.
Your Responsibilities:
- Meet and exceed renewal and expansion goals for your team's book of business
- Manage a pipeline of renewal/expansion targets and report out on key metrics
- Inspire, attract, and manage a team of high performing CSMs and drive all aspects of developing leading and coaching with a high focus on the teams metrics and scorecard
- Ensure your team is engaging strategically with their customers and help prioritize their activities to drive value realization. This includes, but is not limited to, modeling via customer engagement, shadowing your team, and attending team Quarterly Success Reviews
- Partner with the Director of Customer Success to evolve the Enterprise customer journey, including adoption, retention, and expansion with an emphasis on defining and demonstrating value to grow net revenue retention
- Analyze industry trends and performance metrics to drive execution and accelerate results
- Continually evolve a deep understanding for how Seesaw creates value for our customers, ensuring they derive maximum and ongoing value from their investment
- Manage a small portfolio of district partnerships, own the renewal and expansion process for your portfolio and lead consultative meetings with key district stakeholders using data
Requirements:
- Must reside in the Pacific, Mountain, or Central time zones.
- 7+ years experience in customer success management at a SaaS company with 2+ years of managerial experience
- Experience building and leading high performing geographically distributed teams, including process definition, documentation, talent sourcing, development, while delivering excellence and driving accountability
- Proven track record of consistently achieving business targets and quotas
- Strong understanding of value drivers in recurring revenue business models
- Proven track record of overachievement, innovation, leading change, and creativity in solving company and team challenges
- You are a natural mentor and regularly take initiative to help your colleagues be more effective
- You have experience managing and negotiating with Enterprise companies and their stakeholders
- You are detail-oriented with the ability to set priorities for yourself and your team
- You possess exceptional cross-organization collaboration and communication skills
Compensation & Benefits:
Our salary ranges are based on paying competitively for our size and industry. Salary is just one part of our total compensation package that includes equity, perks & benefits, and development opportunities at Seesaw. Individual pay decisions are based on several factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Seesawers. It is our expectation that the majority of candidates who are offered roles at Seesaw will land well within our salary ranges based on these factors.
The annual base salary range for this position is: $107,000 - $127,000. This is an exempt position. In this position, you are eligible for commissions.
Benefits include: Medical/Dental + Orthodontics/Vision Coverage, 401k Match, Flexible Paid Time Off, Mindfulness First Fridays, Monthly Technology Stipend, Home Office Setup Stipend, Professional Development Stipend, Paid Parental Leave, Charitable Donation Matching, Volunteer Days.
Seesaw cares about building a diverse and inclusive team to better advocate for the needs of our incredibly diverse K-12 users.
We prioritize work-life balance and actually walk the walk — we care a lot about our work, but care more about our employee's well-being. We encourage everyone to work at a sustainable pace and have a flexible vacation policy that people actually use.
Seesaw provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religious creed, color, sex, sex stereotype, gender, gender identity/gender expression/transgender, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, or military or veteran status. In addition to federal law requirements, Seesaw complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Seesaw is committed to protecting your personal data. Learn more about the personal information we collect, how we use it, and how to exercise your rights here: U.S. Privacy Notice.
Our company participates in E-Verify.
