Enterprise Customer Success Manager (CSM)

Edia is a Series A technology startup revolutionizing K-12 education with AI-driven solutions. The Enterprise Customer Success Manager (CSM) will play a pivotal role in accelerating the adoption of Edia's platform and ensuring schools realize its full value, driving student success and educational outcomes.

Responsibilities:

• Develop and maintain trusted advisor relationships with key decision-makers and influencers across district leadership, administrators, and educators with a focus on high-value accounts
• Guide customers through best practices in AI-powered student success, ensuring they achieve measurable impact in areas such as MTSS, absenteeism reduction, and math proficiency
• Leverage deep knowledge of AI in education, the Edia platform, and K-12 challenges to help schools optimize their use of AI-driven insights
• Proactively analyze customer adoption trends, usage patterns, and student outcomes to provide data-backed recommendations that drive engagement, retention, and growth
• Identify upsell and cross-sell opportunities that align with district priorities, ensuring expanded usage of Edia’s platform
• Implement proactive retention strategies, mitigating churn by addressing customer needs before they become pain points
• Act as the voice of the customer, collaborating with product and engineering teams to influence the roadmap with key feature requests and integrations
• Translate customer feedback into actionable product enhancements that improve adoption, engagement, and student outcomes
• Partner with customers to develop Joint Success Plans that align Edia’s AI capabilities with district goals, curriculum strategies, and intervention programs
• Lead training sessions, webinars, and workshops, equipping educators and administrators with the knowledge to fully leverage Edia’s AI platform

Requirements:

• Bachelor's or Master's degree in Business, Computer Science, or a related field
• 5+ years of experience in a customer success, management consulting, technology consulting, or consultative role within the technology (SaaS) industry
• Proven ability to navigate complex enterprise sales environments with multiple priorities and stakeholders
• Strong analytical and problem-solving skills, with the ability to identify trends and drive data-informed decisions
• Exceptional communication and interpersonal skills, adept at building trust, fostering engagement, and influencing executive stakeholders
• Demonstrated success in managing and expanding customer accounts, driving both gross dollar retention (GDR) and net dollar retention (NDR)
• Experience implementing production technology solutions, driving change management, and evangelizing outcomes
• Passion for K-12 education, improving student outcomes and supporting educators through innovative AI-driven solutions
• Startup experience a plus, with the ability to thrive in fast-paced, high-growth environments
• MBA preferred