Customer Success Manager

Summary

Join Securly, Inc. as a Customer Success Manager to manage relationships with 300+ small school districts. Drive customer satisfaction, retention, and account growth by combining proactive relationship management with consultative solution-selling. Ensure clients maximize the value of Securly’s solutions. Responsibilities include customer relationship management, health improvement, needs assessment, account growth, client advocacy, and territory management. The role requires strong communication, relationship management, strategic thinking, and sales acumen. Total compensation is up to $125K OTE.

Requirements

• Proven track record of success in EdTech as an AE, AM, CSM, or a similar role
• Demonstrated expertise in applying digital customer success strategies and tools is essential
• Proven ability to utilize CRM and Customer Success Platforms (CSP) to drive digital customer success strategies, streamline processes, and improve operational efficiency
• Skilled in leveraging these tools to foster strong customer relationships, enhance retention, and deliver measurable results
• Proven ability to deliver tailored messaging, build trust, and engage stakeholders at all levels
• Demonstrated success in achieving and exceeding goals, with a positive and growth-oriented mindset
• Expertise in identifying challenges, developing solutions, and negotiating mutually beneficial outcomes
• Proven ability to effectively articulate product features, benefits, and industry trends in the K-12 EdTech space
• Proven track record of identifying and capitalizing on upselling and cross-selling opportunities to drive revenue growth
• Skilled in adapting strategies to meet client needs while maintaining high satisfaction levels

Responsibilities

• Customer Relationship Management : Build and maintain strong, trust-based relationships with stakeholders across your accounts to ensure long-term success
• Customer Health Improvement : Monitor and proactively improve customer health scores, keeping at least 80% of accounts in the green zone
• Needs Assessment and Strategic Planning : Conduct thorough assessments of customer needs and product usage to develop tailored account strategies
• Account Growth : Identify and drive upsell and cross-sell opportunities, meeting or exceeding annual expansion revenue targets
• Client Advocacy : Foster customer advocates by delivering exceptional service, encouraging testimonials, and building strong referrals
• Satisfaction and Experience Metrics : Maintain a high standard of customer satisfaction by addressing client needs, resolving issues proactively, and delivering measurable improvements in overall account engagement
• Territory Management : Develop and execute detailed territory plans to maximize growth opportunities and mitigate risks
• Collaboration : Partner with sales, marketing, and product teams to align on customer objectives and enhance the customer journey
• Develop foundational knowledge of Securly’s product suite, including features, benefits, and value propositions
• Establish rapport with assigned accounts, positioning yourself as their trusted advisor
• Analyze customer health scores and identify areas for improvement
• Gain proficiency in internal tools and systems, including CRM platforms
• Execute strategies to improve customer health scores, targeting 80% of accounts in the green zone
• Develop strategic account plans for key clients, outlining actionable goals and timelines
• Begin pursuing initial upsell and cross-sell opportunities
• Build a strong framework to assess and improve customer satisfaction and engagement
• Establish strong, trust-based relationships with key account stakeholders
• Secure customer advocates willing to provide testimonials or case studies
• Streamline customer success workflows and implement process improvements
• Fully leverage CRM and automation tools to enhance efficiency and outcomes
• Achieve product mastery, confidently articulating Securly’s full product suite, features, and value propositions
• Meet or exceed annual expansion revenue quotas through effective upselling and cross-selling strategies
• Exceed retention goals (85%+) and reduce churn to below 1%
• Maintain at least 80% of accounts in the green zone for health scores

Preferred Qualifications

Prior experience in K-12 teaching or administration is highly advantageous

Benefits

• Competitive Compensation : Robust salary structure complemented by performance incentives
• Health and Financial Wellness : Comprehensive health, dental, and vision insurance, with a 401(k) match
• Parental Leave : 12 weeks of fully-paid parental leave
• Work-Life Balance : Unlimited vacation, paid holidays, summer Friday half-days, and a full week of paid leave at year-end
• Professional Development : $1,000 annual stipend to support your growth
• Remote-First Culture : Flexibility to work where you are most productive