Senior Enterprise Customer Success Manager (New York City, NY)

Edmentum is hiring a Senior Enterprise Customer Success Manager to lead customer success and professional learning efforts for its New York City Public Schools partnership. The role owns strategic account outcomes, retention and growth, and leads a team of Enterprise CSMs while partnering with district leaders and internal teams.

Responsibilities:

• Own a portfolio of Edmentum’s most strategic, high value enterprise partnerships. Serve as the executive-level lead for multi-year account strategy, implementation, and adoption, ensuring each partnership delivers measurable outcomes for students and educators
• Lead, hire, and develop a team of Enterprise CSMs. As their people manager, set clear goals, coach to performance, conduct performance reviews, and build a team equipped to serve Edmentum’s most complex customers
• Own retention and renewal outcomes across the enterprise book of business. Forecast renewals accurately, lead mitigation for at-risk high-value accounts, and serve as the executive escalation point for your team
• Build trusted relationships with superintendents, cabinet members, and senior district leaders. Lead executive business reviews and strategic account planning that connect Edmentum solutions to district priorities
• Partner with Sales as a true account team. Co-develop account plans with Partnership Managers and Sales leaders, and share accountability for expansion, cross-sell, and multi-year renewal growth
• Define how Edmentum serves its enterprise customers. Build playbooks, engagement standards, and success-planning models, and ensure your team consistently follows best practices in health monitoring and documentation
• Be the voice of the enterprise customer. Bring insights to Product, Professional Learning, and leadership to influence roadmap, service, and coverage decisions
• Serve as a visible presence for Edmentum within the New York City region, engaging with district leaders, customers, and team members through regular in-person meetings and events as needed

Requirements:

• You are a seasoned customer success leader with a track record of retaining and growing high-value, complex partnerships while consistently exceeding revenue and retention goals
• You have experience building, coaching, and developing high-performing teams and understand how to create accountability, engagement, and growth within an organization
• You are comfortable at the executive table, building credibility with superintendents, cabinet members, and senior district leaders while navigating politically complex environments
• You think like a business owner, using customer health, renewal risk, and revenue data to prioritize efforts and drive strategic outcomes
• You can balance day-to-day customer needs with long-term planning, ensuring both immediate success and sustainable partnership growth
• You bring a consultative, relationship-driven approach and know how to influence outcomes across large, matrixed organizations
• You have experience working within K-12 education and understand the unique challenges, priorities, and stakeholder dynamics of school districts
• You are energized by the opportunity to build, improve, and tailor customer success strategies to meet the needs of a highly visible enterprise customer
• You are a strong cross-functional partner who brings Sales, Product, Professional Learning, and Customer Success teams together around customer outcomes
• You embrace a feedback-rich culture and model continuous improvement for your team and peers
• Experience leading Customer Success, Strategic Account Management, or district partnership teams within K-12 EdTech
• Experience supporting large urban school districts or enterprise education customers
• Existing knowledge of, or relationships within, the New York City education ecosystem
• Experience managing renewal, expansion, and executive stakeholder strategies for complex customer portfolios