Customer Success Manager, Digital, Small Districts - K12 EdTech

Overview of the Role

As a Digital Customer Success Manager, you will manage a large portfolio of school districts through scalable, digital-first engagement.

This is a high-impact role focused on executing one-to-many lifecycle programs that drive adoption, retention, and expansion across Securly products. You will operate in a structured, programmatic environment using automated journeys, engagement triggers, and cohort-based strategies to support customers at scale.

You will partner closely with Customer Success Operations, Support, Implementation, and GTM teams to ensure risks are identified early, patterns are surfaced, and digital programs continuously improve.

Success in this role comes from combining strong execution, systems thinking, and a deep understanding of how educators derive value from Securly products—without relying on high-touch engagement.

Location: 100% Remote 
Reports to: Director of Customer Success
Segment: High-Volume Digital Cohort (lower CARR accounts)

Performance Objectives (First 12 Months)

• Consistently meet or exceed GRR and logo retention targets aligned with departmental goals

• Execute lifecycle playbooks (onboarding, adoption, renewal readiness, seasonal readiness) that drive measurable customer outcomes

• Develop strong product knowledge and understand key adoption drivers and blockers across Securly products

• Identify and qualify expansion signals from telemetry and customer behavior, routing them to Account Managers with clear context

• Triage inbound customer needs efficiently using structured playbooks and escalation paths

• Maintain operational excellence in Vitally and Salesforce, including accurate health scores, lifecycle tracking, and account data

• Adhere to CS Ops–defined playbooks while providing structured feedback to improve journeys, triggers, and automation over time

• Maintain high data quality across systems to support reporting, forecasting, and portfolio-level decision-making

What You’ll Do

• Execute digital lifecycle programs across onboarding, activation, adoption, and renewal stages

• Manage a high-volume portfolio using one-to-many engagement strategies

• Monitor telemetry, engagement signals, and health scores to identify risks and opportunities

• Trigger and manage automated journeys and targeted outreach based on customer behavior

• Support customer inquiries using structured playbooks and escalate when appropriate

• Collaborate with Account Managers to route expansion opportunities with actionable context

• Partner with CS Ops, Product, and GTM teams to refine digital journeys and improve program performance

• Maintain accurate and structured data in Vitally and Salesforce to support execution and reporting

• Identify patterns across your cohort and contribute to improvements in playbooks, segmentation, and automation

What You’ve Likely Done Before

• Executed digital or scaled customer success programs that drive adoption, retention, or engagement outcomes, typically developed over 1+ years in a similar role within K–12 EdTech or SaaS environments

• Managed a high-volume portfolio using one-to-many engagement strategies such as lifecycle campaigns, webinars, or targeted outreach

• Supported onboarding and adoption of technology products for educators or administrators, translating product value into clear, actionable guidance

• Executed digital playbooks across onboarding, activation, or renewal stages to influence product usage at scale

• Used customer data, telemetry, or health signals to identify risks or opportunities and take action using structured playbooks

• Operated effectively within CRM and customer success platforms (e.g., Salesforce, Vitally, Gainsight), maintaining structured, high-quality data to support execution and reporting

• Partnered cross-functionally with Sales, Support, Product, and GTM teams to improve customer journeys and outcomes

• Ran or contributed to structured programs, testing variations, measuring outcomes, and iterating based on results

• Identified patterns across customer cohorts and contributed to improving playbooks, workflows, or lifecycle programs

• Worked within K–12 environments or supported educators and administrators in adopting technology solutions

Performance Milestones (First Year Expectations)

First 90 Days

• Complete onboarding and develop working expertise