Customer Success Manager III

Renaissance is a global leader in pre-K–12 education technology, committed to enhancing learning experiences for students. The Customer Success Manager III will manage customer relationships, ensuring exceptional experiences and driving successful implementations of Renaissance's platform while collaborating with sales to identify growth opportunities.

Responsibilities:

• Manage assigned portfolio customers with significant independence; Develop strategic customer relationships across territories and execute impactful strategies to drive strong business results
• Proactively and reactively ensure that customers are continuously delighted throughout their journey with Renaissance
• Partner with Sales to develop and execute account growth strategies across shared customers, leveraging deep customer insights to drive expansion opportunities within customer accounts
• Take ownership of risk identification, documentation, and escalation within their area. Apply customer and territory insights to ensure timely and accurate reporting of risks
• Identify opportunities for upselling and cross selling and work closely with the sales team to close any sales opportunities
• Lead complex customer success initiatives and serve as the escalation point for accounts, developing innovative solutions for sophisticated customer challenges
• Assist with product order queries and working with logistics team to resolve product order related issues
• Ensure that customers fully understand our product, benefits, and features
• Drive engagement and full adoption of our product and deployed hardware. Manage multiple tasks and higher levels of complexity
• Observe themes/ Gather feedback from customers and relay it to the product development team to enhance our product based on customer needs
• Monitor customer accounts and re-actively address any signs of dissatisfaction or potential churn, taking measures to retain customers
• Guide new customers through the onboarding process, ensuring a smooth transition and setup on our platform with 1:many communication
• Independently drive customer strategies for personalized engagement
• Act as a mentor to internal teams as needed to set expectations around customer success management; Serve as a subject matter expert for customer success strategies and product support
• Develop strong product and industry knowledge to support customer success strategies and provide product-related assistance; Contribute to thought-leadership initiatives and support organizational presence at key customer and industry events as opportunities

Requirements:

• 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
• Experience within a SaaS education company