Scaled Customer Success Manager

Edtech.com's Summary

Informed K12 is hiring a Scaled Customer Success Manager. The role involves managing a large portfolio of school district accounts by building strategic partnerships, developing account strategies, and using data-driven insights to drive adoption, expansion, and operational excellence. The manager acts as a trusted advisor to help districts modernize processes and achieve significant sustainable success.

Highlights

Manage growth and renewal of approximately 100 school district accounts nationwide using data-driven methods.
Monitor district health scores and usage data to identify risks and opportunities, and take appropriate actions.
Develop scalable customer success strategies and optimize digital workflows cross-functionally to drive adoption, expansion, and renewal.
Serve as a trusted digital advisor to clients, ensuring alignment with their business goals.
Create business-aligned success plans for account expansions and manage risk mitigation strategies.
Build strong relationships across stakeholder levels, including cabinet leaders and operational staff.
Use data and storytelling to demonstrate impact and identify new expansion opportunities tied to business outcomes.
Hold clients and internal teams accountable to commitments, proactively unblocking challenges.
Required qualifications include 4-8 years in customer success, with at least 2 years managing large portfolios (~100 accounts), strong analytical skills, and startup or entrepreneurial experience.
Experience working with complex organizations, ideally in the K12 education sector, and demonstrated skills in growth mindset, motivation, emotional intelligence, and systemic thinking.

Scaled Customer Success Manager Full Description

Location: Remote located with ability to travel 25% of the time.

Who We Are

Informed K12 is transforming how school districts operate by bringing critical workflows online with the unique flexibility needed to serve the school community. In many ways, district-level processes have the greatest impact on student outputs and outcomes. However, today many school districts across the country remain stuck with fragmented, inefficient processes that lack cohesion. It only takes a single process to fail to lead to funding, staffing, and financial risk. At large, this may lead to budget overruns, compliance risks, and service disruptions to students and teachers.

Our platform enables educators and administrators to orchestrate their processes to run more efficient, transparent, and compliant school districtsâso they can focus on what matters most: students.

We partner with educators and administrators to drive sustainable change across their organizations. As we scale, we're looking for a Customer Success Manager who can build strategic partnerships, develop and execute account strategies, and influence change through data-driven insights and deep relationships.

About the Role

At Informed K12, the Customer Success Team is considered a competitive advantage, engaging with our clients with a consultative approach. We leverage our expertise to provide school districts with a clear path to large scale success and transformation.

The CSM leads the long game: co-architecting a high-impact partnership built on sustained value. Through data, storytelling, and strategic influence, you'll help districts not only adopt technology, but win internal buy-in, modernize critical processes, and become models of operational excellence.

This isn't a reactive support role. It's about building belief in what's possible and being the trusted advisor who helps districts get there.

What You'll DoEngineer Portfolio Long-Term Value

Manage the growth and renewal of a ~100 accounts nationwide portfolio with a data-driven approach.
Monitor district health scores and usage data to assess risks and opportunities, identifying appropriate course of action.
Identify opportunities to automate processes and build scalable customer success strategies to manage a large customer base efficiently.
Work cross-functionally to develop and optimize digital workflows that help drive adoption, expansion, and renewal.
Act as a trusted digital advisor to customers, even at scale, to ensure they are achieving their business goals with the product.
Track, report, and optimize KPIs related to digital customer success initiatives.

Engineer Account Long-Term Value

Understand client business priorities, goals, and risks
Craft business-aligned success plans for expansions
Escalate early risks and own mitigation strategies using data and evidence

Be the Strategist

Connect the dots between product capabilities and district needs, presenting bold but grounded paths forward
Own the account plan and narrative: "Here's where you are. Here's where we're going. Here's what greatness could look like."

Own the Relationship

Build and deploy strategies to earn trust across multiple stakeholders âfrom cabinet-level leaders to operational doers at scale
Position yourself as a consultative, reputable partner
Maintain account momentum by aligning internal teams and clients around shared goals

Prove and Grow Value

Use data and storytelling to show progress, drive adoption, and frame impact, communicating that effectively through digital channels
Identify new use cases and opportunities for expansion that are tied to business outcomes

Drive Accountability and Progress

Step into complex or ambiguous challenges and provide structure, clarity, and a confident path forward
Hold both clients and internal teams accountable to timelines, outcomes, and commitments
Escalate when needed, but more importantly, unblock proactively

Who You Are

You're a strategic consultant who brings both analytical and client engagement skills to partnerships
You move fast, but thoughtfully, using data and context to prioritize the most important work
You are comfortable with ambiguity and excel at building clarity over time
You're a natural relationship builder with a knack for persuading executive stakeholders toward beneficial outcomes

Qualifications:

What We Look For

4-8 years in customer success with at least 2 years of experience working with large portfolios (~100 accounts)
Demonstrated success in managing and expanding customer accounts and experience preventing churn under difficult circumstances
Strong analytical and problem-solving skills, with the ability to identify trends and drive data-informed decisions
Experience implementing solutions, driving change management, and evangelizing outcomes
Early-stage startup experience, or experience working in an entrepreneurial environment
Experience driving success when working with highly complex organizations, ideally in K12
Highly developed Growth Mindset, Intrinsic Motivation, Emotional Intelligence, Accountability, and Systemic Thinking skills.

If You...

Want to do rewarding, high-stakes, high-impact work in public education
Think in frameworks, influence with empathy, and build trust quickly
Feel comfortable challenging clients and your own teammates when it's what's right
Want to help school districts win not just adopt software

â¦we want to get to know you!

Original Job Description