Enterprise Customer Success Manager (CSM)

Edia is a Series A technology startup revolutionizing K-12 education with AI-driven solutions. They are seeking an Enterprise Customer Success Manager (CSM) to accelerate the adoption of their AI-powered platform and ensure schools realize the full value of Edia, driving student success and educational outcomes.

Responsibilities:

• Strategic Account Management: 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
• Technology & Industry Expertise: 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
• GDR & NDR 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
• Customer Advocacy: 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
• Success Plans: 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
• MBA preferred
• Startup experience a plus, with the ability to thrive in fast-paced, high-growth environments