Customer Success Manager - Remote

At Informed K12, the Customer Success Manager is responsible for overseeing end-to-end project management, building and nurturing relationships with district stakeholders, and implementing our software solutions to improve school district operations. This role involves strategy design, risk mitigation, and acting as the voice of the customer to enhance their experience with our products.

Candidates for the Customer Success Manager role at Informed K12 should have a minimum of 4 years of experience in project or program management within a software or SaaS company. Essential skills include strategic thinking, relationship building, and proactive client engagement. Previous experience in K-12 environments is preferred, making an understanding of the unique challenges in education beneficial.

The Customer Success Manager plays a pivotal role in helping school districts implement effective operational changes by establishing rapport with various stakeholders, addressing their specific needs, and providing tailored recommendations. Their leadership in change management facilitates collaboration across departments, ultimately allowing districts to enhance productivity and achieve their goals.

The Customer Success Manager role at Informed K12 requires travel approximately 25-30% of the time. This travel is essential for building and maintaining relationships with district clients, participating in on-site project implementations, and ensuring successful adoption of our software solutions.

The salary range for the Customer Success Manager position at Informed K12 is between $105,000 and $142,000. This competitive compensation reflects the importance of the role and the impact it has on improving educational processes and outcomes for school districts.

In a Customer Success Manager role, it’s essential to adapt communication styles to fit different stakeholders. I prioritize understanding their goals and challenges, actively listen to their feedback, and maintain an open line of communication to build trust and rapport.

To ensure successful implementation, I focus on detailed project planning, setting clear expectations, and maintaining ongoing communication with all stakeholders. I also document processes and gather regular feedback to proactively address any challenges that arise.

I employ a proactive approach by conducting risk assessments early on and continuously monitoring project progress. This involves assessing stakeholder engagement and adapting strategies accordingly. When risks are identified, I create contingency plans and communicate them effectively to the team.

Effective change management requires a tailored approach for each district. I focus on understanding their culture and processes, aligning project goals with their objectives, and fostering a collaborative environment where stakeholders feel involved and valued in the change process.

In one instance, I worked closely with a school district facing tight deadlines for implementing our software. I identified their concerns and provided additional resources and support, ultimately enabling them to launch ahead of schedule, which not only exceeded their expectations but also strengthened our partnership.

I prioritize regular communication with product teams and participate in knowledge-sharing sessions. Additionally, I engage in ongoing training and explore beta features to understand how they can benefit clients. This empowers me to provide informed recommendations based on their evolving needs.

Emotional intelligence is crucial as it helps me empathize with clients' concerns, understand their motivations, and navigate complex interpersonal dynamics. By recognizing and addressing emotional cues, I can enhance relationships and facilitate more productive discussions during challenging situations.

I utilize surveys, one-on-one interviews, and regular check-ins to gather client feedback. I also encourage open dialogue during meetings to ensure that clients feel comfortable sharing their thoughts and suggestions, which informs product improvements and service enhancements.

Prioritizing effectively involves understanding each stakeholder's objectives and negotiating trade-offs. I aim to balance their needs by developing a unified project vision that aligns with broader organizational goals and continuously communicating progress and updates to all parties involved.

I am motivated by the impact I can make in education, knowing that the solutions we provide enable school districts to operate more effectively. Building relationships with clients and seeing their successful transformations inspires me to innovate and strive for excellence in my role.