Customer Success Manager

📌 Core Information

🔹 Job Title: Customer Success Manager

🔹 Company: Renaissance

🔹 Location: California, United States

🔹 Job Type: Remote

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Remote OK

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Understanding customer needs to drive adoption, retention, and expansion
• Building and managing relationships with key stakeholders
• Strategizing on the Customer Success journey with internal teams
• Continuously self-educating about Renaissance's products and industry

ASSUMPTION: The focus on understanding customer outcomes and crafting success plans suggests a collaborative role requiring both strategic thinking and customer empathy.

📋 Key Responsibilities

✅ Drive customer adoption, retention, and expansion

✅ Build and manage key stakeholder relationships

✅ Develop communication cadences to monitor account health

✅ Strategize with sales, marketing, and product teams

✅ Continuously self-educate about products and solutions

✅ Anticipate customer needs and adapt strategic plans

✅ Strengthen relationships within assigned accounts

✅ Seek to understand change and quickly incorporate new systems

✅ Curate success stories to broaden resource efficacy

ASSUMPTION: These responsibilities indicate a mix of account management and strategic planning skills, requiring proactive communication and relationship-building talents.

🎯 Required Qualifications

Education: Not specified – likely Bachelor's degree in a related field preferred

Experience: Experience in Educational Administration or SaaS is beneficial

Required Skills:

• Relationship building
• Project implementation leadership
• Strong technical skills
• Effective communication
• Proactivity and action bias

Preferred Skills:

• Experience with Salesforce, Gainsight, Microsoft Suite
• Familiarity with Student Information Systems and MTSS

ASSUMPTION: The emphasis on organizational and technical skills suggests the role suits those familiar with educational tech platforms.

💰 Compensation & Benefits

Salary Range: $68,000 - $93,500

Benefits:

• World-class health benefits
• 401(k) with company match
• Paid vacation and sick time
• 12 paid holidays and generous parental leave
• Tuition reimbursement and life insurance

Working Hours: 40 hours per week, flexible arrangements possible considering remote work

ASSUMPTION: The provided salary and benefits reflect industry standards for tech-driven education sectors, enticing candidates with robust offerings.

📌 Applicant Insights

🔍 Company Context

Industry: Primary and Secondary Education

Company Size: 1,001-5,000 employees, indicating mid-sized operations

Founded: 1986

Company Description:

• Global leader in K-12 education technology solutions
• Products used in over one-third of U.S. schools and 100+ countries
• Committed to providing insights and resources for student growth

Company Specialties:

• Personalized learning
• Assessment and intervention solutions
• Data-driven instruction

Company Website: https://www.renaissance.com/

ASSUMPTION: The scale of operation and global reach suggests a well-established company with a stable market position.

📊 Role Analysis

Career Level: Mid-level role with growth potential within the company

Reporting Structure: Likely reports to a senior manager or director in the Customer Success division

Work Arrangement: Remote, with potential travel to the Pacific Northwest

Growth Opportunities:

• Expand account management skills in a global setting
• Opportunities to lead projects or initiatives
• Potential for career advancement within Renaissance

ASSUMPTION: The role provides substantial development avenues, especially for those versed in tech-savvy education platforms.

🌍 Location & Work Environment

Office Type: Remote work with supportive virtual tools

Office Location(s): Wisconsin Rapids, WI; other global locations noted

Geographic Context:

• Flexibility in residence due to remote status
• Connection to U.S. education sector, particularly the Pacific Northwest
• Variety of international locations for broader company engagements

Work Schedule: Regular business hours, with some flexibility for remote work

ASSUMPTION: Remote work suggests a focus on digital engagement and virtual communication proficiency.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial HR screening call
• Technical and behavioral interviews with management

Key Assessment Areas:

• Technical knowledge and skills
• Relationship-building capabilities
• Strategic thinking and adaptability

Application Tips:

• Highlight experience with SaaS and educational technology
• Emphasize collaborative and proactive work habits
• Demonstrate customer-centric thinking through past roles

ATS Keywords: Customer Success, Relationship Building, Project Management, Educational Technology, SaaS

ASSUMPTION: The process emphasizes technical strength and collaborative capabilities, aligning with Renaissance's goal-driven culture.

🛠️ Tools & Technologies

• Salesforce
• Gainsight
• Microsoft Suite

ASSUMPTION: Familiarity with these tools suggests readiness in analytics and customer relationship management contexts.

👔 Cultural Fit Considerations

Company Values:

• Trust each other and win together
• Strive for the best and own actions
• Grow and evolve constantly

Work Style:

• Collaborative and team-oriented
• Action-biased with proactive management
• Adaptable and open to learning new systems

Self-Assessment Questions:

• Can I manage multiple accounts effectively?
• Am I comfortable with continuous learning and adaptation?
• Do I possess strong communication skills?

ASSUMPTION: Cultural fit highlights a collaborative, growth-oriented mindset essential for driving customer success and retention.

⚠️ Potential Challenges

• Balancing multiple district-level client accounts
• Keeping pace with continuous product and industry changes
• Maintaining high levels of customer satisfaction and engagement
• Navigating technical complexities of educational platforms

ASSUMPTION: The role's complexity requires adaptability and resilience in managing diverse customer needs and expectations.

📈 Similar Roles Comparison

• May compare to Account Manager roles in B2B tech industries
• Similar to Customer Success positions within ed-tech companies
• Project Manager roles focusing on tech implementation in schools

ASSUMPTION: Similar positions highlight service-oriented roles where customer engagement and technology implementation intersect.

📝 Sample Projects

• Implementing a new student learning analytics tool across multiple districts
• Developing a customer engagement strategy for a new product rollout
• Collaborating on a case study documenting successful district partnerships

ASSUMPTION: These projects reflect the strategic and collaborative nature of the Customer Success role in an educational context.

❓ Key Questions to Ask During Interview

• How does Renaissance measure customer success?
• What are the biggest challenges currently facing the Customer Success team?
• How frequently does the company release updates or new features on its platform?
• How does the company support ongoing professional development?
• What are the key metrics used to evaluate performance in this role?

ASSUMPTION: These questions help discern the strategic priorities and support structures within Renaissance, providing insights into the role's demands and cultural alignment.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant experience in SaaS and account management
• Prepare a cover letter aligning personal goals with Renaissance's mission
• Be ready to discuss specific examples of past project implementations
• Research Renaissance's product portfolio and recent updates

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.