Senior Customer Success Manager

Summary

Join Riverside Insights as a Senior Customer Success Manager and be the driving force behind exceptional customer experiences. Guide new and returning clients, offering proactive support and anticipating their needs. Collaborate with internal teams to ensure goals are achieved and relationships thrive. Contribute to team initiatives and mentor others. If you are passionate about customer impact and shaping the future of our products, we encourage you to apply. This role involves building strong customer relationships, ensuring timely onboarding, maintaining customer journey records, contributing strategic insights, and identifying key customers for cross-departmental initiatives. You will also support the evolution of the post-sale customer journey and implement new approaches to increase efficiency.

Requirements

• Bachelor's degree in Education, Psychology, Communications, Business or other related fields
• Deep understanding of K–12 education systems—public, charter, and private
• 3-5+ years of experience in customer success or account management, with experience working directly with district administrators, school principals, instructional coaches and/or teachers and curriculum leads preferred
• Experience supporting curriculum, assessments, or edtech to drive adoption, engagement, and customer success
• Empathy for educators and the classroom experience
• Proactive and solution oriented
• Committed to advancing adoption, usage, and outcomes to strengthen account retention and support the sales team's renewal and expansion strategies
• Ability to develop account plans for key accounts and monitor account health and customer engagement across your portfolio
• Experience managing client success through the on-boarding process
• Ability to balance internal work streams and competing priorities alongside client needs
• Excellent communication skills tailored to both instructional and administrative audiences
• Demonstrated ability to collaborate effectively across teams to deliver efficient and high-quality customer support
• Familiarity with HubSpot or similar CRM platforms
• Comfortable using data dashboards to monitor district health and engagement

Responsibilities

• Build and maintain strong relationships with a portfolio of customers, ensuring “moderate” to “strong” health scores through proactive, personalized engagement
• Ensure timely onboarding for customers and establish clear implementation goals through Success Plans or designated CRM properties
• Maintain up-to-date and comprehensive Customer Journey Records (CJRs) in HubSpot to guide customer engagement and renewal conversations
• Contribute strategic insights and feedback from customer interactions to inform DESSA product, marketing, and implementation resources
• Identify key customers to support cross-departmental initiatives, such as marketing and product development
• Support the evolution of our post-sale customer journey by expanding your expertise of Riverside products and sharing input for process development
• Implement new approaches to increase efficiency in managing growing customer portfolios

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid short-term and long-term disability
• Supplemental life insurance options
• Company paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employee and dependents
• Company paid time off (PTO)
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Quarterly Focus Days
• Flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Company orientation and 30/60/90 Day Onboarding