Customer Success Manager, Scaled (Temporary Contract)

Company Description

When you join Renaissance®, you join a global leader in pre-K-12 education technology.

Renaissance's solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters-creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide.

Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

Job Description

Be a part of our wonderful Customer Success team! The responsibilities of a Customer Success Manager are:

• As a CSM who owns 300-350 customers you are responsible for securing renewals and proactively deploying measures to retain customers at a total ARR of $4M-$5M; responsible also for nurturing and driving product adoption as well as usage in this customer base
• 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

• 3-5 years of experience in a customer facing SaaS business

• Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures.
• Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results.
• Communication - 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.
• Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions.
• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
• Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions.
• Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs