Customer Success Manager, Scaled

Company Description

When you join Renaissance®, you join a global leader in pre-K–12 education technology. 

Renaissance’s solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters—creating 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

Be a part of our wonderful Customer Success team! The responsibilities of a Customer Success Manager are:

• As a CSM who owns 300-350 customers you are responsible for securing renewals and proactively deploying measures to retain customers at a total ARR of $4M-$5M; responsible also for nurturing and driving product adoption as well as usage in this customer base
• Lead back-to-school kick-off, weekly/monthly reviews with customers to understand their goals, mission and define milestones to accomplish desired outcomes. Based on these goals, CSM helps customers in providing guidance, walk throughs of product, tools, resources to help use the products
• Maintain an understanding of products and services, assist customers with questions and suggest the best products for their needs
• Review and analyze data weekly/monthly/quarterly and conduct QBRs to strategically demonstrate product usage, customer student growth
• Determine which customers to proactively contact and assist with implementation and/or ensure all customers are implemented successfully
• Be the main contact for customer regarding any questions or assistance they need. Streamline communication internally with other teams to ensure that the customer has an outstanding experience
• Engage sales executive if CSM identifies sales expansion opportunities as they work with their customers
• Seek to promote the value of the product and assist in the upsell of services and products with brand image and promoting value through customer experience
• Be the voice of the customer so that internal teams can better understand how to improve all aspects of the customer experience
• Track customer health with tools and data established by the Customer Success Management team
• Act as point of contact customer for escalations to prevent customer day to day operational issues • Partner with sales to support expansion

Qualifications

• 3-5 years of experience in a customer facing SaaS business

Who You Are

• Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures.
• Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results.
• Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners.
• Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions.
• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
• Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions.
• Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs

Additional Information

All your information will be kept confidential.

Salary Range: $68,000 - $70,000

This range is based on national market data and may vary by location.

Benefits for eligible 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.

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