Scale Client Success Manager

K12 Insight; Herndon (VA); Remote; USD 80,000 - 90,000; Full time

Job summary

An innovative firm in the edtech sector is seeking a Scale Client Success Manager to enhance client experiences and drive retention. In this pivotal role, you will engage with a diverse portfolio of clients, utilizing data-driven strategies and automated outreach to ensure they maximize the value of our unique service desk solution. Your efforts will not only help clients navigate challenges but also foster growth opportunities, making a significant impact on their success in the K-12 education landscape. Join a talented team that values collaboration and professional development, all while enjoying a generous benefits package and a supportive work environment.

Benefits

Generous vacation policy

Competitive salaries

Medical, dental, and vision plans

401K with company match

Professional development opportunities

Flexible work hours

Short and long-term disability insurance

Excellent computer equipment

Monthly cell phone stipend

Qualifications

• 3+ years in Client Success or Account Management in B2B SaaS.
• Proven ability to manage a large portfolio and drive client retention.

Responsibilities

• Design and implement programs for client adoption and retention.
• Analyze client data to inform strategic decisions and drive growth.

Skills

Client Success Management

Account Management

Customer Service

Data Analysis

Communication Skills

Problem Solving

Education

Bachelor's Degree

Tools

Gainsight

Churn Zero

Job description

About Us & Why We’re Hiring

K12 Insight is a leading innovator in edtech, with over a decade of thought leadership advocating for a cultural shift in American public schools to prioritize customer service excellence as a strategic imperative. Our purpose-built solutions for schools—including a robust customer service framework, staff professional development, and a unified service desk—have been adopted by school districts nationwide. Through digital transformation powered by Generative AI, data integration, and workflow automation, we streamline critical service processes to reduce errors and enhance operational efficiency. Our analytic dashboards provide district leaders with a “single source of truth” for service issues, equipping them with comprehensive data to foster trust with all stakeholders.

As a Scale Client Success Manager, you will be responsible for helping clients maximize the value of Let’s Talk—the only unified service desk tailored exclusively for K-12 education. In this role, you will engage with customers through scalable, one-to-many programs, utilizing automated outreach sequences tailored to specific customer groups. As part of the Client Success team, you will manage a large portfolio of accounts, leveraging data-driven strategies to support clients throughout their lifecycle. You will play a critical role in driving client retention and growth by identifying risks and opportunities, fostering strong relationships, and ensuring each client receives outstanding service.

This is an individual contributor role with no direct reports. This role will report directly to the Senior Manager of Client Success.

Responsibilities

1. Design and implement programs to drive client adoption of K12 Insight’s products and services, focusing on long-term retention across a large portfolio of accounts.
2. Identify recurring client challenges across accounts and implement automated solutions to improve satisfaction and reduce churn.
3. Utilize Gainsight to efficiently monitor customer health, usage trends, and renewal timelines, driving automated, targeted success strategies.
4. Analyze client data to identify patterns and inform strategic decisions, automating processes to uncover opportunities for cross-sell, upsell, and account growth across multiple clients.
5. Execute established Client Success playbooks while contributing to the development of innovative practices to support company scaling.
6. Implement automated monitoring for early signs of churn risk across accounts, create tailored mitigation strategies, and escalate issues as needed.
7. Facilitate and lead group training sessions and workshops to ensure clients gain a thorough understanding of K12 Insight’s products.
8. Engage 1:1 with clients as needed at critical points in the customer journey to ensure adoption.
9. Drive client expansion by maintaining a detailed understanding of K12 Insight’s products and services, identifying opportunities for growth within accounts, and recommending the best products that meet clients’ needs.
10. Continuously monitor and analyze client success metrics, utilizing automated reporting tools to track health, usage, retention risks, and overall product impact.
11. Accurately forecast and proactively manage renewal and upsell opportunities within portfolio.
12. Consistently and accurately update client information within internal systems, maintaining a comprehensive record of all client interactions.
13. Act as a liaison between Client Success and Product teams, communicating client feedback and feature requests, championing client needs, and collaborating to provide customized solutions as required.

Key Attributes for Success

1. Critical and creative thinking skills, driven by a commitment to enhancing customer experiences.
2. Solutions-oriented with a customer-centric mindset.
3. Strong sense of urgency and ownership in addressing customer needs and challenges.
4. Collaborative and team-oriented with a proactive approach to working together.
5. Exceptional communication and presentation skills.
6. Comfortable with technology with a keen interest in learning and mastering our software products to shape their future impact.
7. Highly organized and detail-oriented with the ability to manage multiple tasks efficiently and accurately.

Requirements

1. Bachelor's degree.
2. 3+ years of experience in Client Success, Account Management, or similar role within the B2B SaaS industry.
3. Proven ability to manage a large account portfolio, designing and implementing scalable programs for 1:many client support.
4. Proficiency in utilizing churn management platforms such as Gainsight or Churn Zero.
5. Proven track record of generating revenue through upselling, cross-selling, and expansion initiatives.
6. Experience working with school leaders in large urban K-12 school districts preferred.

Location: This is a remote position open to candidates residing anywhere in the United States. This role may involve up to 25% travel.

What We Offer

At K12 Insight, we take pride in supporting our clients and cultivating an exceptional workplace. Our colleagues often speak highly of our talented and dedicated team, which is a core part of what makes us stand out. Here are some of the ways we prioritize and care for our team:

1. Generous vacation policy which includes 17 days of PTO (with increasing amounts for additional years of tenure), 2 volunteer days, the entire week of December 24 - January 1, and 8 additional holidays.
2. Competitive salaries with incentive pay for performance.
3. Option of medical, dental and vision plans.
4. Short-term disability, long-term disability and basic life insurance at no extra cost.
5. 401K retirement savings plan with company match.
6. Excellent choice of computer equipment and a monthly cell phone plan stipend.
7. A commitment to individualized professional development (we believe in education!).
8. Trust - we're adults, no need to punch a clock or get approval to see a doctor during the workday.

The expected salary range for this position is $80,000 - $90,000 / year with the opportunity to earn additional compensation pursuant with K12 Insight’s Client Success variable pay plan. The salary range represents the low and high end of the salary range for this position, and is subject to change. Exact pay will be based on factors including but not limited to a candidate’s experience and skills, market demands, internal parity and organizational needs.

K12 Insight is an equal opportunity employer. We believe diversity of backgrounds, beliefs, and experiences to be critical to our success and are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team who love working together to build something that matters.