Senior Customer Success Manager (Remote)

Torsh Inc. is an education technology SaaS company focused on improving student outcomes by enhancing educator effectiveness through a cloud-based coaching and professional learning platform. The Senior Customer Success Manager will lead customer satisfaction and retention efforts, managing complex accounts and mentoring the Customer Success team. This role involves strategic account management, team leadership, and cross-functional collaboration to drive growth and improve client outcomes.

Responsibilities:

• Assist the VP of Business Development in driving customer strategy, renewals, and expansion efforts for a portfolio of complex and high-value accounts
• Identify opportunities to deepen adoption, upsell features or services, and proactively address risk of churn across the companys portfolio of customers
• Analyze usage data and feedback to ensure clients meet implementation goals and improve outcomes
• Provide expert-level product and implementation guidance to clients, especially when navigating high-stakes issues or advanced configurations
• Collaborate with the companys sales team and VP of Business Development to identify and close expansion opportunities
• Serve as a mentor and escalation resource for Customer Success Managers, supporting client-specific strategy and troubleshooting
• Hold regular team check-ins and 1:1s to stay informed on account health, surface challenges early, and maintain a real-time pulse on customer success operations
• Work in close partnership with the VP of Business Development to shape and implement scalable client success strategies
• Lead team-wide initiatives such as renewal forecasting, expansion pipeline tracking, risk mitigation planning, and best practices documentation
• Collaborate with other internal teams to improve onboarding workflows, help desk content, and check-in protocols
• Review Gong recordings and insights to identify coaching opportunities, flag execution risks, and elevate key call moments or patterns that warrant attention or training
• Assist VP of Business Development in surfacing client needs and feature gaps to inform product and development discussions, and escalating key insights
• Coordinate with VP of Business Development and Marketing to identify potential client champions, testimonials, and case study opportunities
• Partner with VP of Business Development to synthesize customer insights and trends to inform quarterly planning and business reviews
• Represent VP of Business Development in some internal meetings as needed, channeling priorities and strategic inputs
• Support seamless handoffs from Sales and ensure alignment on contracts and client success planning
• Maintain accurate records in Hubspot and internal systems, including renewal and expansion activity

Requirements:

• 6+ years of experience in customer success, account management, or implementation within the edtech or SaaS industry
• Experience managing complex client accounts, preferably in education settings (K–12, early ed, or higher ed)
• Demonstrated success owning renewals, identifying upsell opportunities, and supporting expansion sales
• Familiarity with customer data dashboards, client reporting, and CRM (Hubspot strongly preferred)
• Deep understanding of education-focused SaaS platforms and their implementation dynamics
• Highly organized, detail-oriented, and able to manage multiple priorities independently
• Excellent communicator and comfortable interfacing with frontline educators, technical teams, and senior leadership
• Outcomes-driven, with a strong bias for action, revenue growth, and continuous improvement
• Flexible and collaborative in a fast-paced, remote work environment
• Analytical mindset with ability to turn data into insights and recommendations
• Prior team leadership, mentorship, or escalation handling experience is highly preferred