Customer Success Manager

Summary

Join Renaissance®, a global leader in pre-K–12 education technology, as a Customer Success Manager! You will manage 300-350 customers, focusing on renewals, retention, and product adoption within a $4M-$5M ARR. Responsibilities include leading customer onboarding, conducting regular reviews, providing product guidance, analyzing data, and acting as the primary customer contact. You will collaborate with sales to identify expansion opportunities and contribute to product improvement. This role requires 3-5 years of SaaS customer-facing experience and strong skills in change management, performance management, communication, problem-solving, team building, customer focus, and adaptability. Renaissance offers a competitive salary and a comprehensive benefits package.

Requirements

• 3-5 years of experience in a customer facing SaaS business
• Experience leading organizational change initiatives and driving adoption of new processes and procedures
• Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results
• Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners
• Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions
• Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability
• Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions
• Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs

Responsibilities

• Secure renewals and proactively deploy measures to retain customers at a total ARR of $4M-$5M
• Lead back-to-school kick-off, weekly/monthly reviews with customers to understand their goals, mission and define milestones to accomplish desired outcomes. Based on these goals, CSM helps customers in providing guidance, walk throughs of product, tools, resources to help use the products
• Maintain an understanding of products and services, assist customers with questions and suggest the best products for their needs
• Review and analyze data weekly/monthly/quarterly and conduct QBRs to strategically demonstrate product usage, customer student growth
• Determine which customers to proactively contact and assist with implementation and/or ensure all customers are implemented successfully
• Be the main contact for customer regarding any questions or assistance they need. Streamline communication internally with other teams to ensure that the customer has an outstanding experience
• Engage sales executive if CSM identifies sales expansion opportunities as they work with their customers
• Seek to promote the value of the product and assist in the upsell of services and products with brand image and promoting value through customer experience
• Be the voice of the customer so that internal teams can better understand how to improve all aspects of the customer experience
• Track customer health with tools and data established by the Customer Success Management team
• Act as point of contact customer for escalations to prevent customer day to day operational issues
• Partner with sales to support expansion

Benefits

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs