Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of high-volume members.
Conduct regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities.
Proactively monitor customer health metrics, identify risks, and develop mitigation strategies before issues escalate.
Serve as the primary point of contact for high-volume members, ensuring seamless communication and a consistently positive customer experience.
Deeply understand each high-volume member's business objectives, workflows, and desired outcomes to tailor success plans.
Drive product adoption and utilization across member organizations by providing strategic guidance and best practices.
Collaborate with Product Management to relay member feedback and advocate for improvements that benefit high-volume users.
Facilitate training sessions and create resources to support new product feature adoption.
Be accountable for renewals and minimizing churn within the assigned portfolio.
Identify opportunities for upselling and cross-selling within existing high-volume accounts and partner with the Sales team to drive these opportunities.
Maintain accurate and up-to-date documentation of all member interactions, success plans, and forecasts in the CRM.

Bachelor’s degree in Business, Education, Technology, or related field.
5 years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred.
Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions (e.g., portfolios of $3M+ annually).
Deep passion for the education ecosystem and familiarity with the credentialing or student information landscape
Exceptional communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership.
Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite).
Demonstrated ability to thrive in a high-growth, fast-paced environment, balancing strategic thinking with tactical execution.
Ability to travel 10–15% for customer engagements, conferences, and team events.

Customer Success Manager, K12

Key skills