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Salary: USD 61,800 - 75,000 / annual
Renaissance is a global leader in pre-K–12 education technology, with solutions used in over one-third of US schools and more than 100 countries. The company helps educators analyze, customize, and plan personalized learning paths for students.
As a Customer Success Manager III, you will manage a portfolio of District and School level accounts with significant independence, driving successful implementations at scale while achieving business outcomes. You will be responsible for understanding customers' desired outcomes and ensuring they experience maximum value throughout their journey with Renaissance—from onboarding through renewal.
Key responsibilities include:
- Manage assigned portfolio customers independently and develop strategic relationships across territories to drive strong business results
- Proactively and reactively ensure customer delight throughout their Renaissance journey
- Partner with Sales to develop and execute account growth strategies, leveraging customer insights to identify expansion opportunities
- Own risk identification, documentation, and escalation; apply customer and territory insights to ensure timely reporting
- Identify upselling and cross-selling opportunities and collaborate with sales to close deals
- Lead complex customer success initiatives and serve as the escalation point for sophisticated customer challenges
- Assist with product order queries and work with logistics to resolve order-related issues
- Ensure customers fully understand products, benefits, and features
- Drive engagement and full adoption of products and deployed hardware while managing multiple complex tasks
- Gather customer feedback and relay themes to the product development team
- Monitor accounts and proactively address dissatisfaction or churn risks
- Guide new customers through onboarding with 1:many communication approaches
- Independently drive personalized customer engagement strategies
- Mentor internal teams on customer success management; serve as a subject matter expert
- Develop strong product and industry knowledge; contribute to thought leadership and support organizational presence at key events
The role is ideally suited for someone located in the Eastern or Central time zone.
QUALIFICATIONS:
- 3–5 years of Customer Success experience required
- Strong understanding of the K–12 education competitive landscape
- Strong organizational, analytical, and detail-oriented thinking skills with ability to operate efficiently in goal-oriented environments
- Excellent CS strategy acumen with strong 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: Experience within a SaaS education company
Note: Customer Success Managers at Renaissance are hired as CSM I, II, or III commensurate with experience. The level and title are determined by the interview and recruiting process based on your book of business and background.
