Digital Customer Success Manager

OpenKrill; EUA; Teletrabalho; USD 60 000 - 90 000; Tempo integral

Resumo da oferta

Seesaw is hiring a Digital Customer Success Manager to support school, Multi-Academy Trust, and district customers across the UK. You will manage a high-volume portfolio, drive renewals, and connect Seesaw's value to customer goals.

This role emphasizes ownership, proactive outreach, and collaboration with cross-functional teams to improve adoption, expansion opportunities, and overall customer experience. Ideal candidates have 1–2 years in EdTech or SaaS, experience with UK schools, and strong

Qualificações

• 1–2 years in customer-facing roles in EdTech or SaaS.
• Experience engaging customers via email, phone, and virtual meetings.
• Familiarity with UK schools or education landscape is a plus.
• Experience with Salesforce/Planhat/Front/Gainsight is helpful.
• Strong written and verbal communication skills.

Responsabilidades

• Manage a high-volume portfolio of customers and renewals.
• Build relationships with school/Multi-Academy Trust/district leaders and connect Seesaw's value to goals.
• Own customer renewals and target GRR/NRR.
• Identify renewal risks and expansion opportunities and take action.
• Drive product adoption through goal-setting and resources.

Conhecimentos

Communication

Customer Success

Time Management

Problem Solving

UK Education

Ferramentas

Salesforce

Planhat

Front

Gainsight

Descrição da oferta de emprego

About Seesaw

Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is a leading primary learning experience company. Our award-winning platform and digital curriculum products help teachers deliver joyful, accessible instruction. Through interactive lessons, digital portfolios, and two-way communication, Seesaw keeps everyone in the learning loop, providing visibility into student learning and helping schools celebrate progress.

Our Mission

To provide every primary student with joyful and connected learning experiences that lay the foundation for success in life.

Role Overview

We're hiring a Digital Customer Success Manager to support our school, Multi-Academy Trust, and district customers across the UK. This role is ideal for someone early in their Customer Success career who is excited to build skills in customer engagement, retention, expansion, and adoption.

You'll manage a high-volume portfolio of customers, proactively building relationships, driving renewals, identifying growth opportunities, and helping schools realize the value of Seesaw. We're looking for someone who takes ownership, thrives in a fast-paced environment, and brings strong communication, organization, and problem-solving skills.

Responsibilities

Customer Engagement, Retention & Growth

• - Manage a high-volume portfolio of customers through proactive email, phone, and virtual outreach.
• - Build relationships with school/Multi-Academy Trust/district leaders, understand their goals, and connect Seesaw's value to their priorities.
• - Own customer renewals, meeting quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• - Proactively identify renewal risks, budget concerns, and expansion opportunities, taking action to address them.
• - Drive product adoption through customer goal-setting, implementation planning, and sharing relevant resources and best practices.

Product & Operational Excellence

• - Develop strong knowledge of Seesaw's platform, curriculum products, AI capabilities, and Professional Learning offerings.
• - Manage customer communications, renewal opportunities, and tasks accurately in Salesforce, Planhat, Front, and other tools.
• - With guidance from your manager, prioritize daily work based on customer needs, renewal timelines, risk, and revenue opportunities.
• - Respond to customer inquiries within team SLAs, maintaining timely communication and consistent follow-through.
• - Follow established workflows while exercising sound judgment, proactively identifying blockers, and escalating issues when needed.

Collaboration & Continuous Improvement

• - Partner with your Manager and cross-functional teams to deliver a strong customer experience.
• - Communicate proactively with teammates, providing timely updates on requests, commitments, and blockers.
• - Actively seek and apply feedback to strengthen customer conversations, prioritization, and execution.
• - Support shared team goals through collaborative customer coverage, knowledge sharing, and problem-solving.
• - Bring forward ideas and recommendations to improve customer experiences and team processes.

Skills & Qualifications

Qualifications

• - 1–2 years of experience in Customer Success, Account Management, Sales, or another customer-facing role; EdTech or SaaS experience is a plus.
• - Experience engaging customers through email, phone, and virtual meetings.
• - Experience working with UK schools or an understanding of the UK education landscape is a plus.
• - Familiarity with Salesforce, Planhat, Front, Gainsight, or similar tools is a plus.

Skills & Key Competencies

• - Communication: Strong written and verbal communication skills, with the ability to build relationships and lead effective customer conversations.
• - Organization: Highly organized, with strong attention to detail and the ability to prioritize competing demands in a high-volume environment.
• - Ownership: Proactive, dependable, and comfortable taking ownership of tasks and commitments through completion.
• - Solutions-Orientedness: Curious and solutions-oriented, with a willingness to ask questions, learn quickly, and take initiative.
• - Growth Mindset: Receptive to feedback and motivated to continually improve.

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