Manager, Customer Success - Secondary Education East Coast

🇺🇸In-Person - Atlanta, GA$85K–$120K/yri4h ago

K-12 Customer Success Account Management Team Leadership Customer Retention Operations Management

Role Snapshot

Lead a team of Customer Success Managers for the Secondary Education East Coast region, driving customer engagement, retention, and growth through exceptional service delivery and strategic account management. This managerial role focuses on translating go-to-market strategies into operational excellence and team performance.

Key Responsibilities: Lead, mentor, and develop a team of CSMs while monitoring performance metrics and ensuring adherence to best practices and playbooks. Work cross-functionally with Marketing, Product, and support teams to address customer needs, drive retention and growth, and translate functional plans into concrete operational processes.

Skills & Tools: Exceptional communication, presentation, and partnership-building abilities across internal and external stakeholders. Strong analytical and data-driven problem-solving skills with a process-oriented mindset to drive scalable customer success outcomes.

Qualifications: Proven experience managing and developing high-performing teams with demonstrated success in customer success or related roles. Track record of using data and strategic thinking to solve complex business problems and drive organizational goals.

Location: In-Person - Atlanta, GA

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.