Customer Success Manager III

Role overview Lead customer success for a portfolio of K-12 school and district accounts for an education technology platform that helps educators personalize learning and drive student outcomes. This is a senior individual contributor role managing a multi-state territory, partnering closely with sales to drive renewals, expansion, and large-scale implementations, with a strong preference for candidates located in Mountain or Pacific time zones.

Responsibilities - Manage an assigned portfolio of district and school customers independently, developing strategic relationships and executing engagement plans that drive retention and growth. - Proactively and reactively guide customers through onboarding, adoption, and renewal to deliver an exceptional experience on the learning platform. - Partner with sales on joint account strategies, identifying upsell and cross-sell opportunities and helping close expansion deals. - Identify, document, and escalate account risks using customer and territory insights to enable timely intervention. - Lead complex customer success initiatives and serve as the primary escalation point, designing innovative solutions for sophisticated customer challenges. - Mentor internal teams, act as a subject matter expert on customer success best practices, and relay customer feedback to product development.

Requirements - 3-5 years of customer success experience managing accounts at scale. - Strong understanding of the K-12 education competitive landscape and district-level buying dynamics. - Excellent organizational, analytical, and detail-oriented thinking skills with the ability to operate efficiently in a goal-oriented environment. - Demonstrated CS strategy acumen with business development and negotiating skills. - Strong interpersonal, written, presentation, and verbal communication skills. - Proven track record of meeting or exceeding goals and delivering measurable customer outcomes.

Nice to have - Experience within a SaaS education technology company.

Benefits and work setup - Base salary range of $61,800-$75,000 depending on location, with additional bonus opportunity tied to CSM targets. - Medical, prescription, dental, vision, and telehealth coverage, plus health savings and flexible spending accounts. - 401(k) and Roth 401(k) with company match. - Paid vacation and sick time, 12 paid holidays, and 20 weeks of parental leave (14 paid) with milk shipping support. - Tuition reimbursement, life and disability insurance, and access to well-being and employee assistance programs. - US-based role; visa sponsorship is not available.