Customer Success Manager

Imagine Your Impact. The Customer Success Manager (CSM) is a primary owner of the business relationship between the company and customer. The CSM is responsible for the customer’s success with company solutions and is accountable for customer retention, growth and adoption, satisfaction, and stakeholder value. Position Information:This is a regular, full-time position, reporting to the Customer Success Director. Compensation:Base pay is anticipated to be between $64,678.00 and $72,000.00 per year. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions. Location:In this US-based position your location will be remote; . Travel:You can also expect up to approximately 30% travel, so be sure you have a valid driver’s license and automobile insurance and a clean driving record for at least the preceding 39 months. Benefits:Imagine Learning provides a comprehensive benefits program to eligible employees, including: • Multiple health, dental, and vision plans, including medical plans with zero employee premiums • 401k plan with a company match • 16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day • Paid Time Off • Comprehensive maternity and fertility/family building benefits • Paid bonding leave when a new child joins your family • Access to on-demand mental health resources • Life and short and long-term disability insurance • Pre-tax savings plans • Paid volunteer time off • A wide variety of professional development programs, including tuition reimbursement • Work from home opportunities that foster work/life balance Envision Your Experience. In this role you’ll have the opportunity to: • Grow relationships with customer stakeholders. • Direct responsibility for customer relationships. • Serve as an informed thought partner to customers in all issues related to implementation rollout, leading to successful adoption of company services and products. • Analyze customer engagement data to identify implementation strengths and areas of need. • Conduct regular customer check-ins (virtually and in person) to elicit goals from customers, provide data around progress, and keep customers informed of key related product updates as they occur. • Develop account strategies for maintaining strong customer health, ensuring renewal and support upsell opportunities. • Provide assistance with creating and provisioning customer sites. • Collaborate with internal teams to drive teacher adoption and success. • Provide onboarding support to customers to ensure that customer initial experiences with the site are successful. • Provide input on Customer Success team processes and procedures, as necessary. • Other duties as required. Share Your Expertise. Experience, education, and qualifications essential for success in this role, include: • Bachelor’s degree in related field and at least 5 years of experience managing customer relationships at an education technology company; or an acceptable combination of education and experience. • Direct and proven work experience with establishing strategic outcomes and measurements. • Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration. • Experience working with and presenting results to senior level executives preferred. • Ability to quickly establish rapport with all levels of personnel, up to and including Superintendent and Chief Academic Officer. • High-energy level demonstrated drive to succeed, and a sense of urgency. • Ability to use and interpret data analytics and spreadsheets. • Experience within a fast-paced, growth organization is ideal. • Excellent communication skills and analytical skills. • This position is remote but may require up to 30% travel. Our Commitment to Diversity, Equity, Inclusion, and Belonging. Diversity and inclusivity strengthen our Imagine Learning team, enrich our lives, and help us design equitable educational experiences where learners see themselves and can also learn about people, cultures, experiences, and perspectives different from their own. Imagine Learning is proud to offer diversity, equity, and inclusion (DEI) workplace initiatives, including the DEI employee council, annual DEI conference, employee resource groups, and other opportunities for employees to connect with and support DEI initiatives throughout the year. Imagine Learning is an Equal Opportunity Employer committed to providing equal employment and advancement opportunities to qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, sex (including pregnancy, childbirth, lactation, or related medical conditions), gender identity or expression, transgender status (including whether or not you are transitioning or have transitioned), sexual orientation, marital status, religion (including religion dress and grooming practices), age 40 and over, physical or mental disability, medical condition, genetic information (including results of genetic testing and characteristics), veteran and/or military status, or service in the military, and any other basis or status protected under applicable federal, state, or local laws. Job Type: Full-time Pay: $64,678.00 - $72,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Life insurance • Paid time off • Parental leave • Tuition reimbursement • Vision insurance • Work from home Work Location: Remote