Manager, Customer Success - Secondary Education East Coast

🇺🇸In-Person - Charlotte, NC$85K–$120K/yri4h ago

K-12 Customer Success Account Management Team Leadership Operations Management Process Improvement

Role Snapshot

Lead a team of Customer Success Managers in the Secondary Education region to drive customer engagement, retention, and growth through exceptional experiences and strategic account management. Translate functional plans into operational processes while influencing retention and expansion strategies.

Key Responsibilities: Lead, mentor, and coach a team of CSMs to deliver exceptional customer experiences and achieve KPIs through regular 1:1s and development planning. Monitor team performance metrics, ensure adherence to best practices and playbooks, and collaborate cross-functionally with Marketing, Product, and other teams to address customer needs.

Skills & Tools: Exceptional communication, presentation, and partnership-building abilities both internally and externally. Strong analytical thinking with a track record of using data and process-oriented approaches to solve complex business problems.

Qualifications: Proven experience leading and managing customer success or account management teams with demonstrated success in team development and performance management. Background in SaaS, EdTech, or similar industries with experience driving customer retention and growth metrics.

Location: In-Person - Charlotte, NC

Compensation: $85K–$120K/yr (estimated)

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Job Description

The Go-To-Market team in the SecEd region is at the heart of driving customer engagement, retention, and growth. We focus on delivering exceptional customer experiences, ensuring value realization, and supporting strategic business objectives through proactive customer success management and targeted account strategies.

We are seeking a dynamic, strategic, and resilient Manager of Customer Success to lead a team of high-performing individual contributors. In this role, you will translate functional plans into concrete operational processes, manage resources to meet critical schedules, and influence the techniques we use to drive customer retention and growth.

Responsibilities

Team Leadership & Development:

Lead, mentor, and coach a team of Customer Success Managers (CSMs), ensuring they deliver exceptional customer experiences and achieve their KPIs.
Conduct regular 1:1s, performance reviews, and development planning sessions to support team growth and engagement.

Operational Excellence:

Monitor and analyze team performance metrics
Ensure adherence to best practices, processes, and playbooks to drive consistent and scalable customer success outcomes.
Work cross-functionally with Marketing, Product, and other Supporting teams to address customer needs and align on strategic goals.
Communication Skills: Exceptional ability to communicate, present, and build partnerships with contacts both inside and outside your immediate area of expertise.
Analytical Thinking: A track record of using data and process-oriented thinking to solve diverse, complex business problems.