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 customer experiences for DESSA clients. This role involves building strong relationships, ensuring effective onboarding, and contributing strategic insights to improve products and services. The ideal candidate will have a background in education or related fields and a passion for customer success.

Benefits

Medical, Dental, and Vision plans

Retirement plan with company matching

Paid time off (PTO) and flexible work arrangements

Tuition Reimbursement Program

Qualifications

• 3-5+ years of experience in customer success or account management.
• Experience working with district administrators and school principals.
• Ability to develop account plans and monitor account health.

Responsibilities

• Build and maintain strong relationships with customers.
• Ensure timely onboarding and establish implementation goals.
• Contribute insights from customer interactions to inform product development.

Skills

Empathy for educators

Proactive mindset

Excellent communication skills

Effective collaboration

Education

Bachelor's degree in Education, Psychology, Communications, Business

Tools

HubSpot

Job description

As a Senior Customer Success Manager, you will be the driving force behind delivering an exceptional experience for our DESSA customers. You will guide both new and returning clients through every step of their journey, offering proactive, personalized support that anticipates needs, solves challenges, and fosters long-term engagement. Acting as a strategic partner, you will collaborate with internal teams and key decision-makers to ensure our values are clear, goals are achieved, and relationships thrive. Your leadership will be evident not only in 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 eager to shape the future of our products and services, we look forward to meeting you.

In this role, you will:

1. Build and maintain strong relationships with a portfolio of customers, ensuring "moderate" to "strong" health scores through proactive, personalized engagement.
2. Ensure timely onboarding for customers and establish clear implementation goals through Success Plans or designated CRM properties.
3. Maintain up-to-date and comprehensive Customer Journey Records (CJRs) in HubSpot to guide customer engagement and renewal conversations.
4. Contribute strategic insights and feedback from customer interactions to inform DESSA product, marketing, and implementation resources.
5. Identify key customers to support cross-departmental initiatives, such as marketing and product development.
6. Support the evolution of our post-sale customer journey by expanding your expertise of Riverside products and sharing input for process development.
7. 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 individuals assigned to this role. This list does not encompass all duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities as needed to meet business and organizational needs.

Minimum Qualifications:

1. Bachelor's degree in Education, Psychology, Communications, Business, or related fields.
2. Deep understanding of K–12 education systems—public, charter, and private.
3. 3-5+ years of experience in customer success or account management, with direct experience working with district administrators, school principals, instructional coaches, teachers, and curriculum leads preferred.
4. Experience supporting curriculum, assessments, or edtech to drive adoption, engagement, and customer success.
5. Empathy for educators and classroom experiences.
6. Proactive and solution-oriented mindset.
7. Commitment to advancing adoption, usage, and outcomes to strengthen account retention and support sales renewal and expansion strategies.
8. Ability to develop account plans for key accounts and monitor account health and engagement.
9. Experience managing client success through onboarding processes.
10. Ability to balance internal work streams and priorities alongside client needs.
11. Excellent communication skills tailored to instructional and administrative audiences.
12. Effective collaboration across teams for high-quality customer support.
13. Familiarity with HubSpot or similar CRM platforms.
14. Comfort using data dashboards to monitor district health and engagement.

Physical Requirements:

• Remote work environment
• Up to 5% travel for off-site meetings
• Potential for stationary positions (sitting or standing) for extended periods

Benefits:

• Medical, Dental, and Vision plans
• Company-paid basic life and AD&D insurance
• Short-term and long-term disability insurance
• Supplemental life insurance options
• Employee Assistance Program (EAP)
• Retirement plan with company matching
• FSA and HSA options
• Premium Calm subscription for employees and dependents
• Paid time off (PTO), holidays, and flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Comprehensive onboarding process

Compensation: Estimated base salary ranges from $70,000 to $90,000 USD plus applicable bonuses. This range considers skills, experience, certifications, internal pay structures, and market data.

About Riverside Insights: Riverside Insights aims to elevate one billion lives globally by 2030 through research-based assessments and educational technology.

Why Join Us? Join a growth-focused, solution-oriented team committed to making a tangible impact in education. We support your professional development and well-being in a collaborative environment. If you're ready to contribute to meaningful work, Riverside is the place for you.

Equal Opportunity Employer: Riverside Insights provides equal employment opportunities and prohibits discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or expression.

Our Commitment to Diversity & Inclusion: We value diverse backgrounds and perspectives, fostering an inclusive workplace for all employees.

Thank you for considering joining our team and our mission to elevate potential globally! Visit www.riversideinsights.com to learn more about us.