Customer Success Manager: Tier One

Job Overview

As a Learning A-Z Customer Success Manager (CSM) you report to the Director of Customer Success and are responsible for a portfolio of school districts and individual schools. You are responsible for building and maintaining strong working relationships with K-5 educators and district staff, acting as their advocate and escalation point for issues that impact their success. You create success plans, monitor the health of your assigned districts, and keep the larger account team from sales and professional learning services informed. You identify and respond to retention risks and opportunities for expansion. You work cross-functionally to address district satisfaction, growth, and renewal risk/opportunities in your portfolio. Your goal is to protect and expand revenue, customer satisfaction, and ultimately, educator success in the classroom. As an Enterprise Customer Success Manager, you’ll be the go-to individual for Learning A-Z’s Enterprise customers and some of the country’s largest school districts to ensure there’s nothing standing in the way of harnessing the full power of Learning A-Z’s learning solutions for their students.

Job Responsibilities

• Professionally and proactively manages customer relationships of a portfolio of assigned Tier 1 districts and schools throughout the customer lifecycle. Establish and maintain relationships and regularly engage by preparing and presenting success plans, running QBRs, managing escalations, and conducting regular status calls.
• Identify and achieve targets on renewal rates, customer satisfaction, expansions, and new opportunities in assigned accounts.
• Build and maintain strong, trusted working relationships with key decision makers from onboarding to the end of the client lifecycle.
• Gain a thorough understanding of the district’s needs, objectives, and processes to ensure their success with Learning A-Z solutions and services.
• Stay apprised of current trends and developments in literacy education. Customers will look to you for advice and expertise.
• Identify risks to customer success and proactively engage the customer whenever there’s an identified retention issue.
• Develop and execute retention plans for customers who may be at risk.
• Closely track client engagement and risk potential in Salesforce.
• Advocate for districts internally and help senior leadership understand solution and service concerns and shortcomings that are limiting district successes and increasing retention risk.
• Manage billing and contract related inquiries, questions, and issues from customers and other departments.
• Work collaboratively with a regional team

Job Requirements

• Minimum 5 years of direct client experience in support of large district accounts including professional learning, customer services and implementation partnerships
• Experience with account portfolio planning, management, and prioritization
• Experience with data-driven reporting and articulating data to stakeholders.
• Strong data analysis skills
• Experience driving client adoption of technology or software solutions
• Experience with and ability to communicate across all levels of an organization, excellent written and spoken communication skills
• Excellent organizational skills with a high attention to detail coupled with an ability to think strategically
• Comfortable navigating and mediating conflict
• Knowledge of customer success best practices
• Outstanding communication and customer relationship management skills
• Demonstrated analytical and problem solving skills
• Experience collaborating with cross-functional teams (e.g., Sales, Professional Services, Engineering, Support)
• Proficiency in Business Process Automation
• Knowledge of SalesForce CRM
• MUST be humble, hungry and smart

Why Work With Us?

When you work with Learning A-Z, you’ll be helping students across the globe develop the comprehension, curiosity, and continued joy of learning they need to succeed in today’s world.

We’ve been awarded numerous accolades from a wide variety of edtech organizations. Our flagship products Reading A-Z, Raz-Kids, and Raz-Plus are beloved by teachers and students alike, and are currently used by approximately 1/5 of public students in the United States.

To learn more about our organization and the exciting work we do, visit www.learninga-z.com.

Remote First Work Environment 

Our Remote First approach gives employees the flexibility and trust they need to effectively balance work wi