Customer Success Manager

Informed K12 is a company focused on transforming how school districts operate through effective change management. The Customer Success Manager will work closely with district leaders to navigate complex challenges, design impactful solutions, and drive sustained adoption of their services in the K-12 education sector.

Responsibilities:

• Step into complex, ambiguous situations with competing priorities, unclear ownership, and political dynamics — and bring structure, clarity, and a confident path forward
• Diagnose root causes rather than just treating symptoms; connect your actions to outcomes
• Adapt when priorities shift; adjust plans to meet clients where they are while keeping long-term goals in focus
• Design and apply technical solutions in a high-pressure, complex environment, connecting product capabilities to district needs and presenting bold but grounded paths forward
• Develop deep understanding of client business priorities, goals, and risks
• Own the account plan and narrative: "Here's where you are. Here's where we're going. Here's what greatness could look like."
• Craft business-aligned success plans that drive maturity and ROI
• Escalate early risks and own mitigation strategies using data and evidence
• Foster deep and meaningful connections across multiple stakeholders — from cabinet-level leaders to operational doers — capably activating those connections to effectively drive impact
• Know when to show up as an executive and when to build informal backchannels; adjust your communication depending on the person you're speaking to
• Position yourself as a consultative, reputable partner who earns trust through credibility and follow-through
• Maintain account momentum by aligning internal teams and clients around shared goals
• Hold both clients and internal teams accountable to timelines, outcomes, and commitments
• Escalate when needed, but more importantly, unblock proactively
• Use data and storytelling to show progress, drive adoption, and frame impact in terms that matter to each audience
• Identify new use cases and opportunities for expansion that are tied to business outcomes

Requirements:

• 6+ years in a role with single-point ownership of complex, multi-stakeholder projects or accounts (customer success, consulting, enterprise client services, or complex program management)
• Experience driving success within ambiguous and highly complex, multi-stakeholder environments, ideally K12
• Track record of success navigating competing priorities — aligning stakeholders, holding others accountable, and delivering results under pressure
• Demonstrated experience solving problems with technology — evaluating options, selecting and implementing tools, and driving adoption with end users
• Experience in K-12 education or public sector
• Experience in a startup or early-stage environment, creating and designing new processes and practices from the ground up