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. Recognized as an EdTech Product of the Year and a Top Place to Work, we are on a mission to create safer, more supportive educational environments through innovation.

Job Summary
As a fully remote CSM reporting to the Director of CS as a Customer Success Manager, you will manage relationships with approximately 300+ small school districts. Reporting to the Director of Customer Success, you’ll drive customer satisfaction, retention, and account growth. This role combines digital-first, high-scale account management with the ability to engage 1:1 when needed. Total compensation is based on experience and is up to $120K OTE.

Key Responsibilities
• Build strong, trust-based relationships with stakeholders across your accounts.
• Monitor and improve customer health scores; aim for 80%+ in the green zone.
• Assess customer needs and product usage to develop tailored strategies.
• Identify upsell and cross-sell opportunities; meet expansion revenue targets.
• Deliver exceptional service that encourages testimonials and referrals.
• Proactively address client issues and improve customer satisfaction metrics.
• Manage your territory with detailed planning to grow accounts and reduce risk.
• Partner with sales, marketing, and product teams to enhance the customer journey.

Performance Milestones

First 30 Days
• Learn Securly’s product suite and value propositions
• Establish rapport with assigned accounts
• Review customer health metrics
• Gain proficiency in internal tools and CRM

First 90 Days
• Execute strategies to improve health scores
• Build strategic account plans with measurable goals
• Pursue initial upsell/cross-sell opportunities
• Implement frameworks to track satisfaction and engagement

First 6 Months
• Build trust-based relationships with key stakeholders
• Secure customer advocates for testimonials or case studies
• Streamline workflows and improve processes
• Maximize use of CRM and automation tools

First Year
• Achieve product mastery
• Exceed expansion and retention goals
• Keep churn under 1% and 80%+ of accounts healthy
• Deliver measurable business outcomes to customers

Required Skills and Qualifications
• Proven success in EdTech as a CSM, AE, AM, or similar role
• Experience with K-12 education (teaching, admin, or support) is highly valued
• Strong grasp of Customer Success Platforms and CRMs
• Excellent written and verbal communication skills
• Demonstrated ability to meet/exceed goals with a growth mindset
• Strategic thinker with strong problem-solving and negotiation skills
• Knowledge of the K-12 EdTech landscape and product positioning
• Sales-minded with experience driving upsells and expansions
• Ability to adapt and manage a wide range of client needs

Wellness & Benefits Overview
We believe in supporting the whole employee—personally and professionally.

• Competitive salary and performance-based incentives
• Comprehensive medical, dental, and vision insurance
• 401(k) match
• 12 weeks fully paid parental leave
• Unlimited PTO (Flextime off), 13 company-paid holidays (U.S.), and a 1-week paid winter break
• $1,000 annual professional development stipend
• Remote-first flexibility

Securly is an Equal Opportunity Employer
We value diversity and inclusion and encourage candidates from all backgrounds to apply. If you need accommodation during the hiring process, please contact us at [email protected].

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