Enterprise Customer Success Manager (CSM)
Own strategic enterprise customer relationships for an AI-powered K-12 SaaS platform, driving adoption, retention, expansion, and measurable student outcomes. The role requires 5+ years of consultative technology or customer success experience, strong analytics, and executive stakeholder management.
About the job
Responsibilities
- Develop and maintain trusted-advisor relationships with district leaders, administrators, and educators across high-value accounts.
- Guide customers in applying AI-powered student-success best practices across MTSS, absenteeism reduction, and math proficiency.
- Analyze adoption trends, usage patterns, and student outcomes to provide data-backed recommendations.
- Identify upsell and cross-sell opportunities aligned with district priorities.
- Implement proactive retention strategies and address customer needs before they become pain points.
- Represent customer feedback to product and engineering teams, influencing roadmap priorities, feature requests, and integrations.
- Create Joint Success Plans aligned with district goals, curriculum strategies, and intervention programs.
- Lead training sessions, webinars, and workshops for educators and administrators.
Qualifications
- Bachelor's or Master's degree in Business, Computer Science, or a related field.
- 5+ years of experience in customer success, management consulting, technology consulting, or a consultative technology/SaaS role.
- Experience navigating complex enterprise sales environments with multiple priorities and stakeholders.
- Strong analytical and problem-solving skills.
- Exceptional communication and interpersonal skills, including the ability to build trust and influence executive stakeholders.
- Demonstrated success managing and expanding customer accounts and driving gross dollar retention (GDR) and net dollar retention (NDR).
- Experience implementing production technology solutions, driving change management, and evangelizing outcomes.
- Passion for K-12 education and improving student outcomes through AI-driven solutions.
- Startup experience is a plus.
- MBA preferred.
Compensation and Benefits
- Annual salary and bonus range: $180,000–$240,000.
- Equity.
- Flexible vacation, especially during school holiday periods.
- Technology stipend.
- Remote flexibility within a hybrid-friendly work environment.
Skills
Customer Success, SaaS, Account Management, Artificial Intelligence, Data Analysis, Change Management, Enterprise Sales, Upselling, Cross-Selling, Gross Dollar Retention, Net Dollar Retention, K-12 Education, Webinars, Workshops
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