Manager, Customer Success

What We Do   At GoGuardian, we’re helping build a future where all learners are ready and inspired to solve the world’s greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe.    What It’s Like to Work at GoGuardian

We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability. We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why “I love the people here” is one of the most frequent comments we hear from Guardians.

The Role

We are looking for a Manager, Customer Success to manage, coach, and inspire a team of Customer Success Managers (CSMs) within a designated region covering both Foundation and Midmarket/Enterprise accounts. In this role, you’ll play a key part in driving revenue retention, expansion, and customer satisfaction by guiding your team to meet and exceed regional targets. Reporting to the Regional Sales Director, you’ll support your team’s development, ensure adherence to customer success best practices, and oversee the success of renewal, cross-sell, and upsell efforts. You’ll take ownership of escalations, provide real-time coaching, deliver renewal forecasts, and collaborate closely with Sales, Product, and Marketing to champion the customer experience and promote customer growth.

As a player-coach, you’ll be hands-on with supporting team members in their account strategies, refining their skills, and building value-based customer relationships. You’ll lead with empathy and accountability, committed to delivering exceptional customer experiences while strategically aligning customer goals with GoGuardian’s solutions. With a combined focus on metrics, customer insights, and collaborative problem-solving, you’ll drive your team toward success, helping GoGuardian achieve its mission to empower and support educational institutions and their students.

What You’ll Do

• Lead and Coach a High-Performing TeamManage and coach a team of CSMs focused on renewal, cross-sell, and customer health targets within a designated region.
• • Hold regular 1:1s with each team member to support development, align on account strategies, and ensure achievement of revenue goals.
  • Provide real-time feedback, conduct live-call coaching, and build skills in areas such as account strategy, upsell tactics, and relationship-building.
• Drive Team Success and Accountability
  • Set clear performance goals, expectations, and accountability measures for the team, aligning individual targets with regional revenue goals.
  • Deliver accurate renewal and expansion forecasts by actively monitoring your team’s pipeline, and ensure adherence to best practices in opportunity management.
  • Own and exceed regional revenue targets through active coaching and team accountability on renewals, expansions, and cross-sells.
• Champion the Customer Experience
  • Act as a customer advocate by gaining a deep understanding of customer pain points and championing solutions within the organization.
  • Own escalations, working cross-functionally with internal teams to ensure quick and effective resolution of critical issues.
  • Encourage a customer-centric culture within the team, focused on mitigating risk, building trust, and driving positive revenue outcomes.
• Collaborate Cross-Functionally and Drive Strategic Growth
  • Partner with Customer Experience, Sales, Product, and Marketing to develop customer success initiatives, improve processes, and ensure alignment on customer needs and strategic priorities.
  • Implement and reinforce sales methodologies and growth playbooks to guide CSMs in identifying and prioritizing expansion opportunities.
  • Support smooth hand-offs from Sales to Customer Success and ensure team members maintain excellent Salesforce hygiene for accurate and actionable reporting.

Who You Are 

• Customer Success Experience: You have 5+ years of experience in Customer Success or Account Management in the SaaS or edtech industry, with a proven track record of meeting revenue and retent