Scaled Customer Success Manager

4-8 years in customer success. At least 2 years of experience working with large portfolios (~100 accounts). Demonstrated success in managing and expanding customer accounts. Experience preventing churn under difficult circumstances. Strong analytical and problem-solving skills. Ability to identify trends and drive data-informed decisions. Experience implementing solutions, driving change management, and evangelizing outcomes. Early-stage startup experience, or experience working in an entrepreneurial environment. Experience driving success when working with highly complex organizations, ideally in K12. Highly developed Growth Mindset, Intrinsic Motivation, Emotional Intelligence, Accountability, and Systemic Thinking skills.

Manage the growth and renewal of a ~100 accounts nationwide portfolio. Monitor district health scores and usage data to assess risks and opportunities. Identify opportunities to automate processes and build scalable customer success strategies. Develop and optimize digital workflows to drive adoption, expansion, and renewal. Act as a trusted digital advisor to customers. Track, report, and optimize KPIs related to digital customer success initiatives. Craft business-aligned success plans for expansions. Escalate early risks and own mitigation strategies. Connect product capabilities and district needs to present paths forward. Own the account plan and narrative. Build and deploy strategies to earn trust across multiple stakeholders. Position yourself as a consultative, reputable partner. Maintain account momentum by aligning internal teams and clients. Use data and storytelling to show progress, drive adoption, and frame impact. Identify new use cases and opportunities for expansion. Provide structure, clarity, and a confident path forward in complex challenges. Hold clients and internal teams accountable to timelines, outcomes, and commitments. Escalate when needed, but more importantly, unblock proactively.