Customer Success Manager - Foundation

The Customer Success Manager will manage and grow a portfolio of existing customer accounts, helping K-12 school districts maximize the value of innovative educational technology solutions. This role combines relationship management, strategic account planning, and revenue growth, with a strong focus on customer retention, renewals, and expansion opportunities. Acting as a trusted advisor and primary point of contact, the successful candidate will guide customers through onboarding, product adoption, and ongoing engagement. They will proactively monitor account health, identify potential risks, and develop strategies to strengthen long-term partnerships. Working closely with Sales and cross-functional teams, they will align solutions with district needs while contributing to customer satisfaction and recurring revenue goals. This is an opportunity to join a collaborative, remote-first, mission-driven environment focused on improving learning experiences and supporting educators and students.

Accountabilities

Manage and nurture a portfolio of active customer accounts, building trusted relationships and ensuring customers achieve measurable value from the platform.

Drive customer retention and renewals by maintaining regular communication, identifying potential challenges early, and securing contract extensions before expiration.

Identify and execute upselling and cross-selling opportunities, recommending additional products and services that address evolving customer needs.

Lead new customer onboarding and implementation, ensuring smooth transitions and encouraging strong product adoption through guidance, training, and best practices.

Monitor customer engagement, product usage, and account health using analytics tools to identify churn risks and opportunities for growth.

Develop and execute strategic account growth plans in collaboration with New Business Managers for assigned territories.

Serve as the primary customer advocate, understanding district objectives and aligning available solutions with their priorities.

Coordinate with internal teams to resolve customer issues, manage escalations, and develop action plans that improve satisfaction and strengthen relationships.

Share customer feedback, product insights, and emerging needs with Product and other internal teams to support continuous improvement.

Maintain an accurate and well-organized sales pipeline in Salesforce, ensuring reliable opportunity management, forecasting, and reporting.

Take ownership of quarterly and annual annual recurring revenue (ARR) targets across renewals, expansions, and cross-sells.

Collaborate with Sales, channel partners, and other stakeholders to ensure seamless customer transitions and a consistent experience throughout the customer lifecycle.

Deliver responsive, proactive, and knowledgeable customer support that promotes loyalty and long-term engagement.

Requirements:

2–4 years of experience in Customer Success, Account Management, Business Development, or another client-facing sales role.

Demonstrated ability to manage customer relationships, drive renewals, and identify account expansion opportunities.

Results-driven mindset, with strong activity levels, consistent follow-up, and the ability to meet revenue and performance targets.

Strong motivation to develop professionally and grow within a customer-facing commercial role.

Ability to understand a comprehensive product portfolio and recommend solutions that align with K-12 school district needs.

Proficiency in Salesforce, including pipeline management, forecasting, reporting, and maintaining accurate sales data.

Experience navigating customer objections and negotiating value-based outcomes.

Proven ability to manage renewal and expansion activities while consistently working toward ARR targets.

Strong cross-functional collaboration skills, particularly when working with Sales, channel partners, and internal stakeholders.

Excellent communication, relationship-building, and customer service skills.

Proactive approach to identifying customer challenges, managing risks, and developing practical solutions.

Strong organizational skills and the ability to manage multiple accounts and priorities effectively.

Benefits:

Target total annual earnings of $90,000–$100,000 USD, including base salary and variable compensation.

Competitive compensation, with actual base pay determined by work location, skills, qualifications, and experience.

Comprehensive health insurance coverage.

401(k) retirement plan with employer matching.

Employee equity plan.

Flexible paid time off.

Paid holidays and wellness days.

Paid parental leave.

Paid year-end holiday break.

Work-from-home funds.

Fertility and adoption reimbursement.

Additional benefits supporting professional development and personal well-being.

Remote work environment with supportive, collaborative colleagues.

Opportunities to contribute to a mission-driven, innovative organization focused on improving K-12 education.