Customer Success Manager II

We believe that Customer Success is all about understanding your customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager (CSM) at Renaissance, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform(s) that drives successful student learning outcomes. This role manages District and School level accounts, and we are looking for you to drive successful implementations at scale while also achieving Renaissance’s business outcomes.

Territory: We are ideally seeking a candidate who is based in Georgia, as this role will support schools and district accounts throughout the state. The position requires approximately 15-20% travel to customer sites across Georgia.

In this role as Customer Success Manager II, you will be responsible for:

• Independently manage a book of business/portfolio across assigned territories, executing on SOPs and developing proactive strategies to support customers based on segmentation and identified goals and objectives
• Ensure that customers are continuously delighted throughout their journey with Renaissance
• Regularly contributes to the identification and documentation of risks, applying knowledge of local customer and territory context; Escalates risk appropriately with some oversight
• Collaborate with cross-functional team (e.g., Sales, Customer Support, Customer Education), to support customers. Contribute to revenue growth through customer advocacy and success stories
• Facilitate or manage support/ product/ experience related customer challenges
• Lead strategic customer conversations to ensure deep understanding of product value propositions and alignment with customer goals
• Drive advanced product adoption strategies across customer base, supporting the development and implementation of scalable solutions for common customer challenges
• Analyze customer feedback patterns and success metrics to provide actionable insights to CS leadership, contributing to product strategy and customer experience improvements
• Execute sophisticated retention strategies through proactive risk assessment and mitigation planning, while monitoring customer accounts to address any signs of dissatisfaction or potential churn
• Monitor new customers through the onboarding process, ensuring a smooth transition
• Deploy many communication strategies to engage customers and engage
• Lead customer strategies for personalized engagement operating with greater independence
• Provide mentorship in CSM best practices and serve as a subject matter expert for customer success strategies and product support

Qualifications

For this role as Customer Success Manager II, you should have:

• 2-3 years experience in Customer Success required
• Strong understanding of the K12 education competitive landscape
• Strong organizational, analytical and detail-oriented thinking skills with the ability to operate in a highly efficient manner in a goal-oriented environment
• Excellent CS strategy acumen with good business development and negotiating skills
• Strong interpersonal, written, presentation and oral communication skills
• Proven track record of meeting/exceeding goals and targets and delivering outcomes to customers

Bonus Points

• Experience within a SaaS education company