Manager of Digital Customer Success

Seesaw is a trusted platform used by millions of educators and families worldwide, dedicated to providing joyful learning experiences for elementary students. The Manager of Digital Customer Success will lead a team to enhance customer retention, optimize renewal processes, and drive revenue growth in a digital-first portfolio.

Responsibilities:

• Own renewal forecasting and Net Revenue Retention (NRR) across the Digital segment
• Drive strategy to increase retention at scale
• Reduce past-due renewals through structured outreach and proactive risk management
• Optimize renewal automation and self-serve motions to improve efficiency and conversion
• Team delivery on meeting and exceeding renewal and expansion goals
• Pipeline management of renewal/expansion targets and report out on key metrics
• Analysis of industry trends and performance metrics to drive execution and accelerate results
• Improve customer health and adoption across a digital-first portfolio
• Continuously optimize renewal journeys and the self-serve renewal experience
• Identify at-risk signals and build proactive intervention plays
• Partner regularly with Revenue Operations, Finance, Marketing, and Customer Operations to align forecasting, automation, and campaign strategy
• Reduce manual CSM workload through process improvements and scalable systems
• Support international territories (MENA, AUS, UK) while ensuring global consistency in playbooks and execution
• Inspire, attract, and manage a team of 5 high-performing CSMs and drive all aspects of developing leading and coaching with a high focus on the teams metrics and scorecard
• Drive weekly forecasting rigor and KPI accountability
• Coach onboarding, product launches, and skill development to elevate team performance

Requirements:

• 5+ years in Customer Success, Account Management, or Retention
• 2+ years people management experience
• Experience managing renewal forecasting and revenue targets
• Strong analytical skills — comfortable using dashboards and performance data
• Experience building or optimizing lifecycle automation using industry standard tools
• Proven track record of overachievement, innovation, leading change, and creativity in solving company and team challenges
• Experience building and leading high performing geographically distributed teams, including process definition, documentation, talent sourcing, development, while delivering excellence and driving accountability
• Proven track record of consistently achieving business targets and quotas
• Experience in SaaS, EdTech, or scaled customer segments