Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Driving retention, expansion, and customer advocacy across a portfolio of K12 education accounts with an accent on executive relationships, renewal strategy, and cross-functional account leadership. Focus on managing complex multi-stakeholder engagements, quantifying customer value and ROI, and mentoring customer success managers.

Location: US-REMOTE; remote role.

Company

Provides intuitive education and credentialing products that support learning, personal development, and career progression.

What you will do

• Own territory and account plans for approximately 30–35 K12 accounts representing about $3 million in annual recurring revenue.
• Lead complex account engagements, executive QBRs and EBRs, and multi-stakeholder alignment across Sales, Renewals, Product, and Support.
• Drive renewal strategy, retention, expansion planning, pipeline generation, forecasting, and ROI analysis.
• Build trusted-advisor relationships, develop customer advocacy through references and case studies, and manage account risk.
• Connect product capabilities to customer outcomes, identify adoption and integration needs, and improve lifecycle processes.
• Mentor customer success managers and share customer insights with product and strategy teams.

Requirements

• Bachelor’s degree or four or more years of account management experience.
• Customer-facing experience in the software industry with a record of achieving customer goals.
• Experience managing renewals, retention, pipeline generation, and non-recurring revenue against a quota.
• Strong written and verbal communication skills, including executive presentations and complex stakeholder management.
• Ability to set expectations, resolve issues, multitask, reprioritize, and navigate organizational change.
• Strong problem-solving skills and experience mentoring or coaching peers.

Nice to have

• Experience with Gainsight, Salesforce, or Gong.

Culture & Benefits

• Full-time employees participate in an ownership program.
• Flexible collaboration options vary by role, team, and location.
• Generous time off, local holidays, and an annual late-December recharge period.
• Wellness programs, mental health support, learning resources, professional development tools, and tuition reimbursement.
• Employee recognition program and an inclusive, supportive culture.

Hiring process

• Background check required for all employees.
• Identity verification may include legal name, current physical location, contact number, and residential address.