Customer Success Manager, Renaissance
Scaled, Temporary Contract
$28/hr
More information about location
Educational assessment technology and solutions
Be an early applicant
Educational assessment technology and solutions
1001+ employees
Be an early applicant
$28/hr
More information about location
1001+ employees
Company mission
To accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide.
Role
Who you are
- 3-5 years of experience in a customer facing SaaS business
- Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures
- Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results
- Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners
- Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions
- Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability
- Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions
- Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs
What the job involves
- As a CSM who owns 300-350 customers you are responsible for securing renewals and proactively deploying measures to retain customers at a total ARR of $4M-$5M; responsible also for nurturing and driving product adoption as well as usage in this customer base
- Lead back-to-school kick-off, weekly/monthly reviews with customers to understand their goals, mission and define milestones to accomplish desired outcomes
- Based on these goals, CSM helps customers in providing guidance, walk throughs of product, tools, resources to help use the products
- Maintain an understanding of products and services, assist customers with questions and suggest the best products for their needs
- Review and analyze data weekly/monthly/quarterly and conduct QBRs to strategically demonstrate product usage, customer student growth
- Determine which customers to proactively contact and assist with implementation and/or ensure all customers are implemented successfully
- Be the main contact for customer regarding any questions or assistance they need. Streamline communication internally with other teams to ensure that the customer has an outstanding experience
- Engage sales executive if CSM identifies sales expansion opportunities as they work with their customers
- Seek to promote the value of the product and assist in the upsell of services and products with brand image and promoting value through customer experience
- Be the voice of the customer so that internal teams can better understand how to improve all aspects of the customer experience
- Track customer health with tools and data established by the Customer Success Management team
- Act as point of contact customer for escalations to prevent customer day to day operational issues
- Partner with sales to support expansion
- Temporary Contract: 8 months
Our take
Renaissance Learning is one of the largest U.S. providers and a global leader in reading, math, and assessment solutions for K-12 schools. Through acquisitions and development, Renaissance Learning is the parent company of a slew of educational companies, such as Nearpod, Illuminate Education, KeyPhonics, Schoolzilla, and more.
Used in 40,000 schools in more than 100 countries around the globe, the company powers some of the most recognizable assessment programs in education, such as Accelerated Reader (to support individual reading practice), myON (increasing students' access to high-quality reading materials), and myIGDIs (for accurate assessment of early learning).
Renaissance has a valuable reputation for being a company that truly addresses a range of educational needs faced by students by providing educators with the tools they need to help learners of all levels succeed. Its continuous growth within the space has the company well set to maintain a strong market share in an expanding and well-funded sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (1 round)
Feb 2014
$40m
LATE VC
Total funding: $40m
Company benefits
- Tuition Assistance (Up to $5,250)
- Career Development Platform
- Employee Assistance Program
- Employee Well-being Program to Cultivate Healthy Habits
- Premium Subscription to Calm
- Up to 20 weeks of Parental Leave (6 weeks unpaid, 14 weeks paid)
- 12 Paid Holidays
- Paid Vacation Time Off
- Flexible Work Schedules
- Milk Stork: Breast Milk Delivery Service
- World Class Benefits -Medical, Dental, Vision
- Expert Second Opinion
- Community and Company Events
- Telemedicine
- Accident, Critical Illness & Hospital Indemnity
- Short and Long Term Disability Options
- Weight Loss Program
- Employee Assistance Program
- Retirement and Investment Advice
- 401 (k) and Roth 401 (k)
- Health Savings Accounts
- Flexible Spending Accounts
- Identity Monitoring Protection
- Life Insurance with Company-Paid Premium
- Voluntary Life Insurance for Employee, Spouse, Children
- Employee Referral Program
- Commuter Benefits
Company HQ
Wisconsin Rapids, WI
Leadership
Chris Bauleke
(CEO)Former CEO of myON and Healthland. Was an SVP & General Manager at McKesson for 16 years before becoming President of Health Systems Performance Solutions.
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