Customer Success Manager III
About the role
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: Ideally needing someone located in Southern CA, particularly Orange County, CA.
Responsibilities
- Manage a portfolio of customers independently; build strategic relationships and drive business outcomes
- Deliver a strong customer experience across the full lifecycle, including onboarding and adoption
- Partner with Sales to execute account growth strategies, including upsell and cross-sell opportunities
- Own risk identification and account health; proactively address churn and escalate as needed
- Lead complex customer success initiatives and serve as an escalation point for key accounts
- Ensure customers understand product value and drive ongoing engagement and adoption
- Gather customer feedback and share insights with Product to inform improvements
- Support product-related inquiries and coordinate with internal teams to resolve issues
- Act as a subject matter expert and mentor to internal teams as needed
Qualifications
- 3-5 years experience in Customer Success required
- Strong understanding of the K12 education competitive landscape
- Strong organizational, analytical and detail-oriented thinking skills with the ability to operate in a highly efficient manner in a goal-oriented environment
- Excellent CS strategy acumen with good business development and negotiating skills
- Strong interpersonal, written, presentation and oral communication skills
- Proven track record of meeting/exceeding goals and targets and delivering outcomes to customers