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Customer Success Manager - job 2 of 2

Company Description

When you join Renaissance®, you join a global leader in pre-K–12 education technology. 

Renaissance’s solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters—creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide.

Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

Job Description

We believe that Customer Success is all about understanding your customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager (CSM) at Renaissance, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform(s) that drives successful student learning outcomes. This role manages District and School level accounts, and we are looking for you to drive successful implementations at scale while also achieving Renaissance’s business outcomes. 

Location: Remote 

Territory: Southern California

Our Ideal Candidate 

  • Drive adoption, retention, and expansion among some of our most valuable customers by understanding their needs, defining success criteria, and crafting success plans to help them achieve their goals 

  • Build, manage, and leverage key stakeholder relationships to build awareness across the entire district 

  • Develop a communication cadence with customers to monitor account health and deliver student learning outcomes including but not limited to Quarterly Business Reviews 

  • Strategize with sales, marketing and product teams throughout the onboarding, nurturing and renewal Customer Success journey to achieve mutually beneficial long-term goals 

  • Continuously self-educate about Renaissance’s products and solutions and the K-12 competitive landscape 

  • Anticipate customer needs and adapts strategic plans in accordance with closely monitored metrics to achieve long-term goals and desired outcomes 

  • Cultivate and strengthen relationships within assigned accounts as well as cross-functionally within Renaissance 

  • Actively seeks to understand change and incorporate new processes and systems quickly and effectively  

  • Curate success stories from districts to broaden Renaissance’s efficacy resources 

Qualifications

Required Skills & Experience 

  • You excel at building relationships—you establish rapport, listen, and earn your customers’ trust 

  • You can organize and lead a project implementation by influencing and coordinating the actions of people outside your locus of control 

  • You have a bias towards action and proactivity, and look to direct a situation rather than react 

  • You have strong technical skills; you like learning new software and techniques 

  • You convey complicated information in written and verbal communication that is simple, clear, concise, professional, and friendly 

  • You are driven to exceed customer expectations 

  • You proactively work to mitigate churn and handle objections to renew and expand accounts 

  • You want to use your skills to help support teachers and students 

  • You are driven to exceed customer expectations through a myriad of communication strategies 

  • You have worked in Education and/or SaaS driving large account implementations 

Additional Information

Customer Success Managers at Renaissance are brought in at Associate CSM, CSM, and Senior CSM levels commensurate with experience.  The level you are hired at will be determined by the interview and recruiting process. The job description is based on your book of business. Your title is based on your experience and background. 

Employment Requirements: Must be authorized to work in the U.S. without restrictions 

All your information will be kept confidential.

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

This range is based on national market data and may vary by location. The above is a base salary only, additional bonus for hitting CSM targets applies.

Benefits for eligible employees include:

  • World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
  • Health Savings and Flexible Spending Accounts
  • 401(k) and Roth 401(k) with company match
  • Paid Vacation and Sick Time Off
  • 12 Paid Holidays
  • Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
  • Tuition Reimbursement
  • Life & Disability Insurance
  • Well-being and Employee Assistance Programs

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

EQUAL OPPORTUNITY EMPLOYER

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATIONS

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

EMPLOYMENT AUTHORIZATION

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

 

For information about Renaissance, visit: https://www.renaissance.com/

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Average salary estimate

$80750 / YEARLY (est.)
min
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$68000K
$93500K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Manager, Renaissance

As a Customer Success Manager at Renaissance, you will play a pivotal role in ensuring educators and students get the most out of our remarkable education technology. This exciting opportunity is all about fostering positive and productive relationships with our customers, particularly in the K-12 sector. You'll be involved in onboarding new districts and schools, helping them navigate our platform to achieve their educational goals. By understanding each customer's unique needs and crafting tailored success plans, you will drive product adoption and retention. You will become a trusted advisor, facilitating strategic discussions and helping our partners identify the best paths for student success. Being a key liaison, you'll work closely with cross-functional teams such as sales and product development to tailor our offerings effectively. We're seeking an enthusiastic individual who thrives on relationship-building and has a penchant for problem-solving. If you’re passionate about education technology and want to make a real difference by helping schools succeed, this remote position covering Southern California could be the perfect fit for you at Renaissance.

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Renaissance
What are the primary responsibilities of a Customer Success Manager at Renaissance?

The primary responsibilities of a Customer Success Manager at Renaissance include onboarding and nurturing school and district accounts, driving product adoption and customer retention, and strategizing with cross-functional teams to enhance customer experience. You'll be expected to tailor success plans based on each client's unique needs, ensure the realization of educational outcomes, and provide ongoing support and expertise.

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What qualifications are necessary for the Customer Success Manager role at Renaissance?

The ideal candidate for the Customer Success Manager position at Renaissance should excel at building relationships and possess strong organizational skills. Experience in education or SaaS is preferred, alongside a bias towards action and proactive problem-solving. Strong technical skills and effective communication abilities are also essential for conveying complex information clearly and concisely.

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What does the career progression look like for a Customer Success Manager at Renaissance?

At Renaissance, Customer Success Managers can progress through various levels including Associate CSM, CSM, and Senior CSM, depending on their experience. The specific level upon hiring is determined through the interview process based on the candidate's qualifications and background, allowing for clear growth and development opportunities.

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What types of customer accounts does a Customer Success Manager manage at Renaissance?

Customer Success Managers at Renaissance typically handle District and School level accounts. Their role involves managing relationships, implementing strategies to enhance customer success, and ensuring these accounts achieve their educational goals through the use of Renaissance’s offerings.

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What additional benefits can a Customer Success Manager expect at Renaissance?

In addition to a competitive salary, Customer Success Managers at Renaissance can expect an extensive benefits package that includes world-class health benefits, a 401(k) plan with company match, paid vacation and sick time, parental leave, tuition reimbursement, and various well-being programs. These benefits are designed to support employee health and professional growth.

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Common Interview Questions for Customer Success Manager
How do you prioritize your tasks as a Customer Success Manager?

As a Customer Success Manager, it's crucial to maintain a balance between urgent and important tasks. Prioritizing requires understanding the specific needs of your customers and the business goals of Renaissance. I typically use project management tools to track customer engagements and timelines to ensure that key milestones are met efficiently.

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What strategies do you use to retain customers?

Retention strategies revolve around proactive engagement, understanding each customer’s unique goals, and providing ongoing support. Establishing regular check-ins, conducting Quarterly Business Reviews, and creating value-driven success plans for each account are essential to fostering strong relationships and preventing churn.

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Can you provide an example of how you've driven customer adoption of a product?

An effective approach to driving customer adoption involves thorough onboarding and targeted training. For instance, I once worked with a district that needed intense training on our platform. I organized hands-on workshops, built custom resources, and ensured ongoing support, which not only enhanced adoption rates but also led to positive outcomes for students.

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How do you handle difficult customer situations or objections?

When faced with difficult situations, I prioritize listening to the customer's concerns and empathizing with their position. This builds trust and allows me to address their objections effectively. I advocate for a solution-oriented approach, ensuring that we explore options together while keeping the ultimate goal in mind—success for students.

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What role do you think communication plays in Customer Success?

Communication is fundamental to Customer Success. It establishes rapport and trust, ensuring that customers feel valued and informed. Regular updates, feedback loops, and transparent discussions about progress and challenges help build strong relationships and align on goals.

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How do you leverage data in your role?

Data is a powerful asset in Customer Success. I leverage key performance metrics and customer feedback to assess account health and tailor strategies. By analyzing usage data, I can identify trends and areas of improvement, which informs proactive engagement and support initiatives.

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What methods do you use to measure customer success?

To measure customer success, I set clear success criteria with each client at the onset of the partnership. I track key performance indicators such as product usage, customer satisfaction scores, and achievement of educational goals. Regular feedback sessions also help gauge success and identify areas for improvement.

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How do you stay updated on educational trends and industry changes?

Staying updated requires ongoing learning. I regularly participate in webinars, attend industry conferences, and engage with professional networks. Following thought leaders and industry publications also helps me stay informed about trends that may impact my customer base.

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What skill do you think is most important for a Customer Success Manager?

While many skills are important, effective communication stands out as crucial. A Customer Success Manager must be able to convey information clearly and foster strong relationships with clients. This skill enhances trust and collaboration necessary for driving positive outcomes.

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Why do you want to work at Renaissance as a Customer Success Manager?

Renaissance’s commitment to educational success resonates deeply with my values. I am passionate about leveraging technology to improve education and help students thrive. Joining a company that aligns with my mission to support teachers and enhance learning experiences feels like an exciting opportunity to make a meaningful impact.

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EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 13, 2025

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