Customer Success Manager - Maryland

Description

OVERVIEW

This role is responsible for managing and supporting a portfolio of districts to ensure successful program implementation, retention, and growth. This role is pivotal in fostering long-term customer relationships, proactively identifying district needs, driving engagement, and ensuring schools achieve their desired outcomes. Additionally, the Director identifies expansion opportunities within existing districts, collaborating with decision-makers to drive program adoption and sustainable growth. This role develops strategic partnerships with key district stakeholders, provides consultative guidance, and collaborates with internal teams to drive customer success and expansion initiatives. The Director executes customer-focused strategies that result in increased Implementations, satisfaction, and program sustainability. Regular travel required.

This remote role requires a home office located within the assigned geographic territory to ensure effective customer support and facilitate travel throughout the region.

APPLICANTS MUST RESIDE IN THE STATE OF MARYLAND TO BE CONSIDERED FOR THIS ROLE.

RESPONSIBILITIES

• Manage and support a portfolio of district accounts to ensure successful program implementation, retention, and long-term engagement.
• Establish and maintain meaningful relationships with key district stakeholders. understand their needs, priorities, and challenges to drive customer success and account expansion.
• Guide districts through onboarding and implementation, aligning best practices with their unique goals to maximize program impact.
• Proactively monitor district engagement, identifying opportunities to provide additional support, training, or strategic consultation.
• Identify expansion opportunities within existing accounts by analyzing engagement data, understanding district needs, and positioning additional solutions to drive deeper adoption.
• Partner with district stakeholders to increase program utilization, secure renewals, and expand product offerings within schools.
• Execute customer-centric engagement strategies, including proactive outreach, data-driven insights, and issue resolution to enhance district success.
• Collaborate with internal teams, including product, marketing, and customer support, to ensure a seamless customer experience and support expansion efforts.
• Deliver high-impact engagement experiences that support district decision-making and encourage program expansion.
• Provide strategic account management, ensuring districts receive value from the program and achieve measurable success.
• Support and advise districts on available grant and funding opportunities to facilitate program adoption, expansion, and sustainability.
• Maintain accurate and up-to-date account information within the CRM system, tracking engagement activities, customer health metrics, key performance indicators, and expansion pipeline.
• Analyze district data to identify trends, expansion opportunities, and potential risks, adjusting strategies to ensure continued success.
• Drive customer success by assisting and advising districts on equipment and supply decisions, supporting order placement to ensure timely delivery and proper utilization, and collaborating with internal teams to align purchases with program goals. Meet targets for customer purchasing engagement.
• Act as the voice of the customer, advocating for district needs and providing feedback to internal teams to drive program enhancements and service improvements.
• Identify and implement innovative customer success and expansion best practices to continuously improve engagement, retention, and revenue growth.
• Identify and recommend potential opportunities to incorporate innovative methods and emerging trends within area of expertise.
• Other duties as assigned.

Requirements

QUALIFICATIONS

• Bachelor’s degree in business, education, or related field of study or equivalent related experience.
• 5 years of experience in customer success, account management, or educational sales.
• Experience with CRM software and customer success tools.

PROFESSIONAL SKILLS

• A customer-centric approach to all internal and external interactions.
• Values and leverages the unique strengths and perspectives of each Team Member.
• Takes pride in the work, celebrates success, and has fun.
• Approaches work with curiosity and experimentation.
• A customer-first mindset with a passion for driving value, engagement, and growth within school districts.
• Proven relationship-building skills, with the ability to develop trusted partnerships with district leaders and key stakeholders.
• Experience managing customer retention, expansion sales, or upsell strategies within existing accounts.
• Ability to multi-task, prioritize, and be detail oriented.
• Collaboration skills with a focus on cross-functional teamwork and problem-solving.
• Ability to take initiative and work proactively.
• Ability to work independently, resourcefully seek answers, and remove obstacles.
• Creative and critical thinking, with a focus on being flexible and adaptable.
• Results-oriented with the ability to consistently meet deadlines and growth targets.
• Ability to perform at both strategic and tactical levels.
• Project management skills.
• Excellent written and verbal communication skills, with a focus on customer engagement, storytelling, and expansion sales.
• Deep understanding of customer success best practices, customer journeys, renewal strategies, and expansion methodologies.
• Proven business acumen.
• Ability to effectively prioritize and balance urgent tasks with strategic projects.
• The ability to influence and negotiate in a professional and constructive manner.
• Excellent judgment and ability to adapt to changing priorities with ease and efficiency.