Customer Success Manager III

Renaissancelearning Nam; United States; On-site; USD 62,000 - 75,000; Full time

Benefits offered by this job

Health benefits

HSA/FSA

401(k) with match

Paid time off

12 paid holidays

Parental Leave

Tuition Reimbursement

Life & Disability Insurance

Well-being programs

Job summary

Renaissance seeks a Customer Success Manager III to manage district and school accounts across multiple states, ideally in MST or PST time zones. You will own customer success initiatives, drive adoption of our platform and deployed hardware, and partner with Sales to propel expansion opportunities.

You will mentor teams, manage risk, and ensure customer outcomes align with Renaissance’s mission and product roadmap. This role demands strong communication and a proven CS track record.

Qualifications

• 3–5 years experience in Customer Success.
• Strong understanding of the K12 education competitive landscape.
• Excellent organizational, analytical and detail-oriented thinking skills.
• Proven track record of meeting/exceeding goals and delivering outcomes.

Responsibilities

• Manage assigned portfolio customers with independence and develop strategic relationships across territories.
• Proactively ensure customers are delighted throughout their journey with Renaissance.
• Partner with Sales to develop account growth strategies and drive expansion opportunities.
• Identify and escalate risks with timely reporting and mitigation plans.
• Drive product adoption and resolve order/query issues with logistics teams.

Skills

Customer success

Account management

Strategic planning

Stakeholder management

Communication skills

Job description

About Renaissance

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

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: This role covers a book of business that traverses multiple states. We ideally need someone located in the MST or PST time zone.

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

• Manage assigned portfolio customers with significant independence; Develop strategic customer relationships across territories and execute impactful strategies to drive strong business results
• Proactively and reactively ensure that customers are continuously delighted throughout their journey with Renaissance
• Partner with Sales to develop and execute account growth strategies across shared customers, leveraging deep customer insights to drive expansion opportunities within customer accounts
• Take ownership of risk identification, documentation, and escalation within their area. Apply customer and territory insights to ensure timely and accurate reporting of risks
• Identify opportunities for upselling and cross selling and work closely with the sales team to close any sales opportunities
• Lead complex customer success initiatives and serve as the escalation point for accounts, developing innovative solutions for sophisticated customer challenges
• Assist with product order queries and working with logistics team to resolve product order related issues
• Ensure that customers fully understand our product, benefits, and features
• Drive engagement and full adoption of our product and deployed hardware. Manage multiple tasks and higher levels of complexity
• Observe themes/ Gather feedback from customers and relay it to the product development team to enhance our product based on customer nee
• Monitor customer accounts and re-actively address any signs of dissatisfaction or potential churn, taking measures to retain customers
• Guide new customers through the onboarding process, ensuring a smooth transition and setup on our platform with 1:many communicati
• Independentlydrive customer strategies for personalized engagement
• Act as a mentor to internal teams as needed to set expectations around customer success management; Serve as a subject matter expert for customer success strategies and product support
• Develop strong product and industry knowledge to support customer success strategies and provide product-related assistance; Contribute to thought-leadership initiatives and support organizational presence at key customer and industry events as opportunities

Qualifications

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

• 3-5 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

Additional information

Customer Success Managers at Renaissance are brought in as a CSM I, II, or III that is commensurate with experience. The level you are hired at will be determined by the interview and recruiting process. The job description is based on your book of business. Your title is based on your experience and background. All your information will be kept confidential.

Salary Range: $61,800 - $75,000. This range is based on national market data and may vary by location. This is a base salary only, additional bonus for hitting CSM targets applies.

Benefits for eligible US employees include:

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs

Benefits listed apply to eligible U.S. employees in accordance with Renaissance’s benefits eligibility criteria. Contractor and other non‑employee roles are not eligible for Renaissance employee benefits.

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications. Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

Equal Opportunity Employer

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

Reasonable Accommodations

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

Employment Authorization

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

For more information about Renaissance, visit: https://www.renaissance.com