Customer Success Manager II

About Renaissance

When you join Renaissance®, you join a global leader in pre-K–12 education technology! Renaissance’s solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters—creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide.

Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

Job Description

We believe that Customer Success is all about understanding your customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager (CSM) at Renaissance, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform(s) that drives successful student learning outcomes. This role manages District and School level accounts, and we are looking for you to drive successful implementations at scale while also achieving Renaissance’s business outcomes.

Territory: New York

In this role as Customer Success Manager II, you will be responsible for

• Independently manage a book of business/portfolio across assigned territories, executing on SOPs and developing proactive strategies to support customers based on segmentation and identified goals and objectives
• Ensure that customers are continuously delighted throughout their journey with Renaissance
• Regularly contributes to the identification and documentation of risks, applying knowledge of local customer and territory context; Escalates risk appropriately with some oversight
• Collaborate with cross-functional team (e.g., Sales, Customer Support, Customer Education), to support customers. Contribute to revenue growth through customer advocacy and success stories
• Facilitate or manage support/ product/ experience related customer challenges
• Lead strategic customer conversations to ensure deep understanding of product value propositions and alignment with customer goals
• Drive advanced product adoption strategies across customer base, supporting the development and implementation of scalable solutions for common customer challenges
• Analyze customer feedback patterns and success metrics to provide actionable insights to CS leadership, contributing to product strategy and customer experience improvements
• Execute sophisticated retention strategies through proactive risk assessment and mitigation planning, while monitoring customer accounts to address any signs of dissatisfaction or potential churn
• Monitor new customers through the onboarding process, ensuring a smooth transition
• Deploy many communication strategies to engage customers and engage
• Lead customer strategies for personalized engagement operating with greater independence
• Provide mentorship in CSM best practices and serve as a subject matter expert for customer success strategies and product support

Qualifications

For this role as Customer Success Manager II, you should have

• 2-3 years experience in Customer Success required
• Strong understanding of the K12 education competitive landscape
• Strong organizational, analytical and detail-oriented thinking skills with the ability to operate in a highly efficient manner in a goal-oriented environment
• Excellent CS strategy acumen with good business development and negotiating skills
• Strong interpersonal, written, presentation and oral communication skills
• Proven track record of meeting/exceeding goals and targets and delivering outcomes to customers

Bonus Points

• Experience within a SaaS education company

Additional information

Customer Success Managers at Renaissance are brought in as a CSM I, II, or III that is commensurate with experience. The level you are hired at will be determined by the interview and recruiting process. The job description is based on your book of business. Your title is based on your experience and background. All your information will be kept confidential.

Salary Range: $56,100 - $77,200. This range is based on national market data and may vary by location. This is a base salary only, additional bonus for hitting CSM targets applies.

Benefits for eligible US employees include

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications. Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

Equal Opportunity Employer

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

For California Residents, please see our Privacy Notice for California Job Candidates here.

Reasonable Accommodations

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

Employment Authorization

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

For more information about Renaissance, visit: https://www.renaissance.com