Full-Time Customer Success Manager Associate

We believe that Customer Success is all about understanding your customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager (CSM) at Renaissance, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform(s) that drives successful student learning outcomes. This role manages District and School level accounts, and we are looking for you to drive successful implementations at scale while also achieving Renaissance’s business outcomes. Location: Remote Territory: Candidates need to be in Indiana or Ohio

In this role, the Customer Success Manager, Associate will:

• Drive adoption, retention, and expansion among some of our most valuable customers by understanding their needs, defining success criteria, and crafting success plans to help them achieve their goals
• Build, manage, and leverage key stakeholder relationships to build awareness across the entire district
• Develop a communication cadence with customers to monitor account health and deliver student learning outcomes
• Strategize with sales, marketing and product teams throughout the onboarding, nurturing and renewal Customer Success journey to achieve mutually beneficial long-term goals
• Continuously self-educate about Renaissance’s products and solutions and the K-12 competitive landscape
• Anticipate customer needs and adapts strategic plans in accordance with closely monitored metrics to achieve long-term goals and desired outcomes
• Cultivate and strengthen relationships within assigned accounts as well as cross-functionally within Renaissance
• Actively seeks to understand change and incorporate new processes and systems quickly and effectively
• Curate success stories from districts to broaden Renaissance’s efficacy resources
• Lives in territory - Indiana and Ohio

In this role as a Customer Success Manager, you should have:

• You excel at building relationships—you establish rapport, listen, and earn your customers’ trust
• You can organize and lead a project implementation by influencing and coordinating the actions of people outside your locus of control
• You have a bias towards action and proactivity, and look to direct a situation rather than react
• You have strong technical skills; you like learning new software and techniques
• You convey complicated information in written and verbal communication that is simple, clear, concise, professional, and friendly
• You are driven to exceed customer expectations
• You proactively work to mitigate churn and handle objections to renew and expand accounts
• You want to use your skills to help support teachers and students
• You are driven to exceed customer expectations through a myriad of communication strategies
• You have worked in Education and/or SaaS driving large account implementations

Customer Success Managers at Renaissance are brought in at Associate CSM, CSM, and Senior CSM levels commensurate with experience. The level you are hired at will be determined by the interview and recruiting process. The job description is based on your book of business. Your title is based on your experience and background.

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