The Customer Success Manager uncovers customer needs, risks, and expansion opportunities through stakeholder conversations and data analysis. They lead adoption programs, retention strategies, risk mitigation plans, executive business reviews, health forecasting, and customer advocacy. The role partners cross-functionally with Support, Services, Product, Sales, and partner teams to improve customer outcomes, renewal readiness, engagement, and expansion. It also contributes to scalable success processes and requires regional travel of 30%–45%.

Manage strategic K-12 SaaS accounts across Southern California, driving bookings, renewals, retention, and multi-suite expansion. Build territory plans, create pipeline, lead enterprise sales cycles from discovery through close, and manage RFPs, pricing, legal negotiations, and procurement. Maintain Salesforce forecasts and deal methodology standards while coordinating solution consulting, services, customer success, and partners. Develop executive relationships, conduct QBRs, relay market feedback, and travel 50–60% for strategic deals, demos, and workshops.

Leads product and portfolio strategy for Student Information and Family Engagement products. Conducts customer, market, competitive, and performance analyses; develops strategic recommendations, business cases, and executive-level narratives; and identifies growth, retention, pricing, packaging, partnership, and market opportunities. Partners cross-functionally with Product, Finance, Sales, Marketing, and Customer Success to inform roadmap prioritization and portfolio decisions, eventually owning a solution area.