Client Success Manager

About the Role

As a Client Success Manager (CSM), you will play a key role in retaining and growing our district partnerships by blending strategic relationship management with operational excellence. You will own a portfolio of school districts, guiding them through onboarding, product engagement, and key milestones throughout the year. You’ll serve as a trusted partner to district leaders, helping them leverage Panorama’s tools to drive student outcomes.

This role is ideal for professionals with experience managing complex customer relationships, excited to work at the intersection of education and technology. You’ll be instrumental in achieving our team’s goals for renewal, expansion, and district impact.

Key Responsibilities

Relationship Management & Retention

• Serve as the primary point of contact for a large portfolio of K–12 school districts
• Own renewals, proactively surfacing risks, navigating contract timelines, and managing documentation
• Build deep relationships with district leaders, understanding their goals and aligning Panorama’s tools to drive value
• Identify and qualify expansion opportunities and collaborate with Sales and Account Executives to close them
• Coach clients through strategic planning conversations and data-driven decision-making
• Meet with clients regularly to review goals, celebrate success, and align on next steps

Project & Implementation Coordination

• Manage implementation workflows such as onboarding and survey execution in collaboration with internal teams
• Track milestones and send timely reminders, resources, and communications to keep clients on track
• Maintain accurate and current client data in internal systems 
• Triage client questions and requests to the appropriate teams for resolution

Product Engagement & Enablement

• Drive product usage and adoption by educating clients on best practices and new features
• Promote client self-sufficiency through documentation, training, and enablement resources
• Leverage client data to tell compelling stories of impact and encourage further engagement

Internal Collaboration

• Work closely with teammates across Sales, Support, Teaching & Learning, and Product
• Serve as a thought partner to clients and internal colleagues on strategic goals and customer health
• Document all client interactions and plans consistently in CRM systems to support visibility and forecasting

Our Ideal Candidate Has

• 2+ years of experience in customer success or account management, preferably managing a large portfolio
• Proven track record of owning onboarding, renewals, expanding accounts, and delivering a high-quality client experience
• Strong written and verbal communication skills, with an ability to synthesize complex information for clients
• Experience working with K–12 school or district leaders; comfort engaging with senior stakeholders (e.g. Superintendents)
• Demonstrated ability to manage multiple projects, deadlines, and priorities independently
• Proactive, solution-oriented mindset with strengths in conflict resolution and navigating objections
• Familiarity with CRM tools such as Salesforce and Gainsight, and proficiency with Google Suite
• Commitment to equity in education and using data to improve student outcomes

The starting base salary for this role is $82,800 with an OTE of $100,800.  Final salaries will be determined based on experience, skills, and location.