Customer Success Manager

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

We believe that Customer Success is all about understanding your customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager (CSM) at Renaissance, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform(s) that drives successful student learning outcomes. This role manages District and School level accounts, and we are looking for you to drive successful implementations at scale while also achieving Renaissance’s business outcomes.

Territory: Pacific Northwest

Our Ideal Candidate

• Drive adoption, retention, and expansion among some of our most valuable customers by understanding their needs, defining success criteria, and crafting success plans to help them achieve their goals
• Build, manage, and leverage key stakeholder relationships to build awareness across the entire district
• Develop a communication cadence with customers to monitor account health and deliver student learning outcomes
• Strategize with sales, marketing and product teams throughout the onboarding, nurturing and renewal Customer Success journey to achieve mutually beneficial long-term goals
• Continuously self-educate about Renaissance’s products and solutions and the K-12 competitive landscape
• Anticipate customer needs and adapts strategic plans in accordance with closely monitored metrics to achieve long-term goals and desired outcomes
• Cultivate and strengthen relationships within assigned accounts as well as cross-functionally within Renaissance
• Actively seeks to understand change and incorporate new processes and systems quickly and effectively
• Curate success stories from districts to broaden Renaissance’s efficacy resources

Qualifications

• You excel at building relationships—you establish rapport, listen, and earn your customers’ trust
• You can organize and lead a project implementation by influencing and coordinating the actions of people outside your locus of control
• You have a bias towards action and proactivity, and look to direct a situation rather than react
• You have strong technical skills; you like learning new software and techniques
• You convey complicated information in written and verbal communication that is simple, clear, concise, professional, and friendly
• You are driven to exceed customer expectations • You proactively work to mitigate churn and handle objections to renew and expand accounts
• You want to use your skills to help support teachers and students
• You are driven to exceed customer expectations through a myriad of communication strategies
• You have worked in Educational Administration and/or SaaS driving large account implementations
• You have the ability to travel 10-20% of the time • Experience with Salesforce, Gainsight, Microsoft Suite, Teams, and working remotely
• Experience in working with Student Information Systems and/or MTSS (Multi Tiered System of Supports) systems

Additional Information

All your information will be kept confidential.

Salary Range: $68 - 70K base salary + $15K incentive target

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/