Customer Success Manager, Scaled

Renaissance is a global leader in pre-K–12 education technology, dedicated to enhancing personalized learning experiences for students. The Customer Success Manager (CSM) will manage a high-volume portfolio of accounts, focusing on renewals and customer value while driving successful implementations at scale.

Responsibilities:

• Manage a high-volume portfolio (300–350 accounts / ~$2.5M ARR), driving renewals, retention, and customer value through proactive risk mitigation
• Execute a scaled engagement strategy, segmenting customers by ARR and leveraging a mix of automated, 1:many, and targeted high-touch interactions
• Deliver value through data-driven insights, including customer health scores, usage trends, and adoption metrics to prioritize outreach and reduce churn risk
• Lead key customer initiatives (e.g., back-to-school readiness, business reviews) aligned to customer goals and outcomes
• Partner closely with Sales to identify and support expansion opportunities across accounts
• Utilize tools such as Salesforce, Gainsight, and Outreach to manage customer success activities at scale
• Act as the customer advocate by surfacing insights, resolving risks, and collaborating cross-functionally to improve the customer experience

Requirements:

• 1-3 years of experience in Customer Success, Account Management, Renewals, or Sales
• Strong analytical and organizational skills with the ability to manage multiple priorities efficiently
• Excellent communication and relationship-building skills across a variety of stakeholders
• Demonstrated ability to use data and insights to drive customer outcomes and retention
• Experience managing a high-volume or scaled book of business