Senior Customer Success Manager

Riverside Insights; Chicago (IL); Remote; USD 70,000 - 90,000; Full time

Job summary

Riverside Insights is seeking a Senior Customer Success Manager to enhance the experience for DESSA customers. This role involves building relationships, ensuring successful onboarding, and collaborating with internal teams to drive customer engagement and satisfaction. The ideal candidate will have a background in education and experience in customer success, with a passion for making a positive impact in the educational sector.

Benefits

Medical, Dental, and Vision plans

Company paid basic life and AD&D insurance

Flexible Spending Account (FSA) and Health Savings Account (HSA) options

Tuition Reimbursement Program

Company paid time off (PTO)

Flexible work arrangements

Work-from-home expense reimbursement

Qualifications

• 3-5+ years of experience in customer success or account management.
• Experience working with district administrators and educators.
• Familiarity with K-12 education systems.

Responsibilities

• Build and maintain strong relationships with customers.
• Ensure timely onboarding and establish clear implementation goals.
• Contribute strategic insights from customer interactions.

Skills

Empathy for educators

Proactive and solution oriented

Excellent communication skills

Ability to balance internal work streams

Education

Bachelor's degree in Education, Psychology, Communications, Business or related fields

Tools

HubSpot

Job description

As a Senior Customer Success Manager, you'll be the driving force behind an exceptional experience for our DESSA customers. You'll guide both new and returning clients through every step of their journey—offering proactive, personalized support that anticipates needs, solves challenges, and drives long-term engagement. Acting as a strategic partner, you'll collaborate with internal teams and key decision-makers to ensure our values are clear, goals are achieved, and relationships thrive. Your leadership will shine through not only in your customer partnerships, but also in your contributions to team initiatives, cross-functional projects, and mentoring efforts. If you're passionate about meaningful customer impact and ready to help shape the future of our products and services, we'd love to meet you.

In this role you will get to:

• Build and maintain strong relationships with a portfolio of customers, ensuring "moderate" to "strong" health scores through proactive, personalized engagement
• Ensure timely onboarding for customers and establish clear implementation goals through Success Plans or designated CRM properties
• Maintain up-to-date and comprehensive Customer Journey Records (CJRs) in HubSpot to guide customer engagement and renewal conversations
• Contribute strategic insights and feedback from customer interactions to inform DESSA product, marketing, and implementation resources
• Identify key customers to support cross-departmental initiatives, such as marketing and product development
• Support the evolution of our post-sale customer journey by expanding your expertise of Riverside products and sharing input for process development
• Implement new approaches to increase efficiency in managing growing customer portfolios.
  
  
  

Disclaimer

The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.

Requirements

• Bachelor's degree in Education, Psychology, Communications, Business or other related fields
• Deep understanding of K-12 education systems—public, charter, and private
• 3-5+ years of experience in customer success or account management, with experience working directly with district administrators, school principals, instructional coaches and/or teachers and curriculum leads preferred
• Experience supporting curriculum, assessments, or edtech to drive adoption, engagement, and customer success
• Empathy for educators and the classroom experience
• Proactive and solution oriented
• Committed to advancing adoption, usage, and outcomes to strengthen account retention and support the sales team's renewal and expansion strategies
• Ability to develop account plans for key accounts and monitor account health and customer engagement across your portfolio
• Experience managing client success through the on-boarding process
• Ability to balance internal work streams and competing priorities alongside client needs
• Excellent communication skills tailored to both instructional and administrative audiences
• Demonstrated ability to collaborate effectively across teams to deliver efficient and high-quality customer support
• Familiarity with HubSpot or similar CRM platforms
• Comfortable using data dashboards to monitor district health and engagement.
  
  
  

Physical Requirements

• Remote
• Up to 5% travel for off-site team meetings
• May require stationary positions (sitting or standing) for extended periods.
  
  
  

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid short-term and long-term disability
• Supplemental life insurance options
• Company paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employee and dependents
• Company paid time off (PTO)
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Quarterly Focus Days
• Flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Company orientation and 30/60/90 Day Onboarding
  
  
  

Compensation: A reasonable estimate of the base compensation range for this position is $70,000-$90,000 USD plus applicable bonus. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal pay ranges; and market data/range parameters.

Who is Riverside Insights? Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent.

Why Join Our Team?

At Riverside Insights, achieving real results for students and educators is more than talk - it's what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you're ready for an ambitious, collaborative environment, Riverside is the place for you.

Riverside Insights is an Equal-opportunity Employer:

Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Our Commitment to Diversity & Inclusion:

At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated.

Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check outwww.riversideinsights.comto learn more about our work.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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