Customer Success Manager, Enterprise Accounts - remote

Illuminate Education - Irvine, California or Remote - Full time


Remote. Clients are in the western US region.

Position Overview

The primary goal of this role is to build long-term relationships with our customers, to drive retention and product usage, as well as to identify upsell/cross-sell opportunities for our customers. Accordingly, the Customer Success Manager (CSM) will participate in the Customer Journey starting at pre-sales and onboarding activities and continue throughout the life of the customer. The CSM will act as a key advisor and client manager, assisting with the development of training plans to be delivered by the Professional Learning team, lead key client check-ins, and help establish a client-product feedback loop. The CSM will manage accounts pro-actively, utilizing customer health data to inform strategic planning and problem solving. In addition, the CSM will actively manage each account through well defined systems and processes, helping provide client relationship troubleshooting, excellent service and support via phone and email, and working collaboratively with other teams across the company to ensure positive customer health and retention.

Key Responsibilities

  • Relationship and customer health management of key district stakeholders throughout the customer lifecycle.
  • Serve as the first point of contact for Illuminate customers and seamlessly manage implementation at district level from post-sale to inception.
  • Lead customers through Illuminate set up and customization process
  • Work with the sales team to set customer expectations
  • Manage onboarding processes and projects
  • Facilitate internal and external client meetings
  • Create, distribute and manage onboarding project schedules and timelines
  • Document implementation plan requirements, ensure accuracy and timely delivery of plan, and completion of implementation checklists
  • Drive team efforts and results to meet deliverables and timeline expectations
  • Identify, track and analyze potential issues that may impact implementation and work with team to formulate resolution plan for all escalated issues
  • Deploy and manage the renewal process for clients, including Salesforce tracking and reporting.
  • Operate as the key point of contact for any and all matters specific to assigned accounts post onboarding
  • Oversee customer account management, including renewal contracts, invoices and upsell/cross-sell of additional Illuminate product offerings and services
  • Provide the organization with business, process, and technical analysis in support of client needs
  • Work closely with internal teams as well as external clients
  • Facilitate internal and external client meetings
  • Facilitate training schedules and timelines through coordination with both the district and the Professional Learning Team
  • Implement the CSM timelines for either Portfolio or Enterprise clients and follow regular cadences of communication with clients
  • Identify, track and analyze potential issues that may impact retention and develop/deliver a mitigation plan
  • Teach Illuminate end-users how to fish, helping them support end users on Illuminate products, through our Knowledge Base, Learning Community, and end-user trainings
  • Manage $2.1 - 4 mm in ARR

Minimum Qualifications

  • Prior experience in K-12 education
  • Ability to travel up to 60% of the time
  • Bachelor’s degree or above
  • Strong presentation skills and ability to skillfully lead meetings in front of large groups of people at all levels/functions
  • Proficiency with Salesforce
  • Strong change management skills and persuasive techniques to help implement change at a district and site level
  • Strong verbal and written communication skills

Preferred Qualifications

  • Experience with Illuminate products
  • Prior account management or customer success experience and project management experience
  • Is a quick and self-directed learner
  • Has a positive perspective and is capable of managing difficult or complex situations with calm and poise
  • Proven ability to thrive in a team-based organization
  • Flexible, able to work autonomously, as well as take direction as needed
  • Productive problem solving, organizational, and time management skills
  • Ability to elicit cooperation from all levels of a school district including district senior level leadership, site level leaders, teachers, and office staff
  • Knowledge about current educational climate, understanding of the day-to-day operations of schools, and familiarity with current district needs
  • Strong technical skills in using various web-browsers and tools; Google Suite, MS Word, Excel, etc.
  • Experience with product implementations
  • Leadership experience preferred
  • Experience working with or in small school districts or charter schools
  • 3+ years as a K-12 public/charter classroom teacher, administrator, counselor, TOSA, or school level leader

Apply for this job

Apply for this job


Customer Implementation / Customer Success

Experience Level

Mid Level

Illuminate Education

Illuminate Education is a market-leading Software as a Service (SaaS) student assessment and reporting platform used by K-12 administrators and educators to measure, analyze, and subsequently improve classroom and school-wide learning.
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