Enterprise Customer Success Manager

WHAT IS THE POSITION

The Enterprise Customer Success Manager will maximize client renewal and growth rates by cultivating implementations that get results. You will design implementations to support customer goals, grow capacity and drive adoption of best practices focused on creating successful student outcomes everywhere learning occurs. You will evaluate data, shares progress and results to key stakeholders, and intervene when implementations are not meeting expectations. 

This role requires strategic thinking, effective communication at all levels within Edmentum and in school districts, change management, tenacity, and attention to detail to keep complex implementations on track and growing. In addition, you will position the capabilities of Edmentum solutions and promote proven implementation models during the sales process.

WHAT YOU WILL DO

• Strategic Implementation Planning: Design client-facing implementation plans and timelines by learning about client resources, conducting a needs analysis, and determining goals and evaluation metrics. Serve as an escalation point to facilitate the resolution of unexpected issues. Develop and communicate risk management plans as needed to ensure successful implementation outcomes. (Notice patterns and figure out how to solve challenges before they become problems.)
• Client Relationship Management: Work with customers in large school districts, supporting district leadership, school leadership, and teachers. Build implementations that scale and are aligned with district strategic plans. Map and build strong relationships throughout the customer organization and develop effective communication, engagement and buy-in from principals, directors, and cabinet-level stakeholders.
• Product Knowledge: Be a subject matter expert who owns the implementation of program outcomes from start to finish. (Develop deep knowledge of Edmentum’s products and demonstrate deep understanding of State accountability plans, assessments, curriculum requirements, and key classroom trends.)
• Client Satisfaction: Monitor and maintain high levels of customer satisfaction, while managing expectations. (Check in with customers to make sure we’re meeting their needs and achieving expected outcomes —with the goal of bringing more exceptional experiences to people across our customer base.)
• Program Usage: Increase adoption of Edmentum programs by providing strategic thought partnership. (Establish strong relationships both internally and externally to drive programs forward, build capacity, increase fidelity, and ensure the achievement of customer goals and outcomes.)
• Sales Support: Support sales by demonstrating credibility and high levels of expertise in meetings. Partner with Sales to promote the future growth of the company based on exceeding revenue and retention goals.
• Team Collaboration: Ensure all stakeholders have a 360-degree view of customer health. (Ensure that communications, schedules, and customer records are accurately maintained and up to date.)
  
  

WHAT IS REQUIRED

• Required to reside in MI
• Master’s degree in Education strongly preferred
• 7+ years of combined experience leading education technology implementation
• 3+ years of experience supporting SaaS k-12 program implementation
• Strong leadership skills, including a history of leadership in a K-12 school district
• Ability to communicate persuasively and effectively both verbally and in writing across all levels of a district, from superintendent to teacher
• Knowledge of current educational trends, research, and state-specific requirements
• Proven track record engaging in complex conversations with administrators, cabinet, and C-level leadership
• Strong listening and questioning skills to gain a strategic understanding of partner needs and challenges
• Strong understanding of curriculum and instruction
• Strong understanding of project and program management
• Ability to be broadly focused and manage multiple efforts concurrently
• Advanced risk management and contingency planning experience
• Strong analytic and problem-solving skills to help districts overcome barriers and maximize the adoption of best practices
• Ability to analyze client usage and student progress and performance data to make data-driven recommendations
• Confidence to identify and communicate implementation missteps with clients
• Ability to work in fast-paced, changing, and ambiguous environments
• Self-motivated, proactive individual who thrives on doing a job well, exhibits passion, enthusiasm, and a positive outlook
• Passion for driving change in education

• Ability to travel up to 65%Ability to communicate effectively across multiple stakeholders including Executive Leadership
• Maintain working knowledge of industry, market, and competitive landscape
• Fosters a culture of inclusion and cross-functional collaboration
• Demonstrates integrity, ethics, and a commitment to Edmentum’s mission and values

Application Deadline: June 16, 2025