Customer Success Manager, Small Districts - EdTech (Remote)

Company Overview
Securly, Inc. is the pioneering leader in AI-driven student safety and wellness solutions for K-12 schools. Our award-winning technology safeguards over 20 million students across 20,000 schools globally, continuously raising industry standards. Recognized as an EdTech Product of the Year and a Top Place to Work, we are driven by our mission to create safer, more supportive educational environments through innovation.

Job Summary
As a Customer Success Manager, you will manage relationships with approximately 300+ small school districts. Reporting to the Director of Customer Success, you will be responsible for driving customer satisfaction, retention, and account growth. This role combines proactive relationship management with consultative solution-selling, ensuring that clients maximize the value of Securly’s solutions through strategic engagement and support. Total compensation is based on experience and is up to $125K OTE.

Key Responsibilities

• Customer Relationship Management: Build and maintain strong, trust-based relationships with stakeholders across your accounts to ensure long-term success.
• Customer Health Improvement: Monitor and proactively improve customer health scores, keeping at least 80% of accounts in the green zone.
• Needs Assessment and Strategic Planning: Conduct thorough assessments of customer needs and product usage to develop tailored account strategies.
• Account Growth: Identify and drive upsell and cross-sell opportunities, meeting or exceeding annual expansion revenue targets.
• Client Advocacy: Foster customer advocates by delivering exceptional service, encouraging testimonials, and building strong referrals.
• Satisfaction and Experience Metrics: Maintain a high standard of customer satisfaction by addressing client needs, resolving issues proactively, and delivering measurable improvements in overall account engagement.
• Territory Management: Develop and execute detailed territory plans to maximize growth opportunities and mitigate risks.
• Collaboration: Partner with sales, marketing, and product teams to align on customer objectives and enhance the customer journey.

Performance Milestones

First 30 Days

• Develop foundational knowledge of Securly’s product suite, including features, benefits, and value propositions.
• Establish rapport with assigned accounts, positioning yourself as their trusted advisor.
• Analyze customer health scores and identify areas for improvement.
• Gain proficiency in internal tools and systems, including CRM platforms.

First 90 Days

• Execute strategies to improve customer health scores, targeting 80% of accounts in the green zone.
• Develop strategic account plans for key clients, outlining actionable goals and timelines.
• Begin pursuing initial upsell and cross-sell opportunities.
• Build a strong framework to assess and improve customer satisfaction and engagement.

First 6 Months

• Establish strong, trust-based relationships with key account stakeholders.
• Secure customer advocates willing to provide testimonials or case studies.
• Streamline customer success workflows and implement process improvements.
• Fully leverage CRM and automation tools to enhance efficiency and outcomes.

First Year

• Achieve product mastery, confidently articulating Securly’s full product suite, features, and value propositions.
• Meet or exceed annual expansion revenue quotas through effective upselling and cross-selling strategies.
• Exceed retention goals (85%+) and reduce churn to below 1%.
• Maintain at least 80% of accounts in the green zone for health scores.

Required Skills and Qualifications

• Preferred Experience: Proven track record of success in EdTech as an AE, AM, CSM, or a similar role. Prior experience in K-12 teaching or administration is highly advantageous. Demonstrated expertise in applying digital customer success strategies and tools is essential.
• Process Optimization and Customer Success Platform/CRM Expertise: Proven ability to utilize CRM and Customer Success Platforms (CSP) to drive digital customer success strategies, streamline processes, and improve operational efficiency. Skilled in leveraging these tools to foster strong customer relationships, enhance retention, and deliver measurable results.
• Exceptional Communication and Relationship Management