Senior Manager Of Client Success

About Us & Why We’re Hiring

K12 Insight helps school districts deliver superior customer service. We do this by offering the only all-in-one, SaaS enterprise-wide customer service and intelligence platform that was specifically designed for K-12 schools. Our product streamlines inbound communications, helps districts identify problems before they become crises, and builds trust capital. When combined with our professional development, survey and research offerings, we provide the full suite of solutions and services needed for districts to provide and measure their excellent customer service.

As Senior Manager of Client Success you will lead a team of Client Success Managers (CSMs) responsible for ensuring client satisfaction and retention, mitigating risk, and reducing churn of our Let’s Talk clients. You are responsible for developing and executing strategies to drive engagement and adoption of Let’s Talk and identifying opportunities for upselling and cross-selling. Additionally, you would be responsible for analyzing client feedback and data to identify areas for improvement and develop plans to address them.

As leader of a team who is dedicated to driving business outcomes that result in renewals, expansion, and advocacy, your focus is ensuring client satisfaction and retention, directly contributing to K12 Insight’s revenue growth and reputation.

Responsibilities

• Onboard and train new CSMs, and provide ongoing coaching and development.

• Set clear goals and expectations for team performance in the areas of product adoption, retention, and expansion.

• Create and implement Client Success playbooks to drive successful adoption, mitigate risk, and promote advocacy and expansion.

• Leverage Gainsight to monitor key performance indicators, optimize CSM workflows and enhance automation capabilities.

• Analyze client feedback and data to identify areas for improvement and develop plans to address them.

• Collaborate with cross-functional teams to ensure client readiness and enhance the perceived value of the products and services.

• Foster strong relationships with key clients to ensure their needs are met and exceeded.

• Work closely with Sales and Marketing teams to drive revenue growth and client acquisition.

• Stay up to date with industry trends and best practices in Client Success management.

• Manage resources to ensure efficiency and effectiveness, including capacity planning.

• Member of the management group, responsible for monitoring and reporting on department metrics, actively participating in weekly and quarterly meetings, optimizing team members’ and department performance, and fostering a positive culture.

Key Attributes for Success

• Ability to foster and maintain a positive team environment that promotes collaborative thought partnership and innovation

• Highly organized, strong project management skills, and attention to detail

• Strong ability to analyze and present data to inform decision making

• Self-starter who can execute on projects aligned to key initiatives with little direction

• Solid understanding of the education industry, technology trends, competitive landscape, and relevant regulations and policies.

Requirements

• Bachelor’s degree in business, communications, education or related field

• 5+ years of experience in Client Success, account management, or related field with responsibility for renewal and expansion revenue

• 2+ years of managerial experience

• Experience working within different Client Success Engagement models (i.e., high touch-scaled/tech touch)

• At least 1 year experience with Gainsight (some admin training/experience preferred)

• Education and/or education technology (EdTech) experience preferred

Location: K12 Insight is a remote-first company with team members across the United States — from New York to California. This role can be based anywhere in the U.S. or you may work from our headquarters in Herndon, Virginia. This role will require up to 20% travel. #Li-remote

What We Offer

At K12 Insight, we are passionate about supporting our clients and making our workplace great. Our dedicated and talented team is one of the things colleagues rave about. Here are some of the ways we care for our team.

- Generous vacation policy which includes 17 days of PTO (with increasing amounts for additional years of tenure), 2 volunteer days, the entire week of December 24 - January 1, and 8 additional holidays.

• Competitive salaries with incentive pay for performance

• Option of medical, dental and vision plans

• Short-term disability, long-term disability and basic life insurance at no extra cost

• 401K retirement savings plan with company match

• Excellent choice of computer equipment and a monthly cell phone plan stipend

• A commitment to individualized professional development (we believe in education!)

- Trust - we're adults, no need to punch a clock or get approval to see a doctor during the workday.

The expected salary range for this position is $110,000 - $125,000 / year with the opportunity to earn additional compensation pursuant with K12 Insight’s variable compensation plan. The salary range represents the low and high end of the salary range for this position, and is subject to change. Exact pay will be based on factors including but not limited to a candidate’s experience and skills, market demands, internal parity and organizational needs.

K12 Insight is an equal opportunity employer. We believe diversity of backgrounds, beliefs, and experiences to be critical to our success and are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team who love working together to build something that matters. K12 Insight uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.DHS.gov/E-