[Hiring] Customer Success Manager @Informed K12

Role Description

Are you passionate about social change and excited to work alongside Superintendents, Cabinet leaders, and district administrators on the most complex operational and social challenges facing public schools today? This role puts you at the center of that work. Transforming how a school district operates is not a software problem; it is a change management problem.

You will be working inside organizations with layered bureaucracy, competing priorities, and leadership that answers to school boards, unions, state regulators, and the public. Your job is to navigate all of that, build trust across every level of the org, and drive the kind of sustained adoption that actually changes how a district runs.

The best CSMs in this role think like consultants:

• They challenge their clients when it is the right thing to do.
• They apply technical knowledge to translate product capabilities into real district solutions.
• They use data to tell a story and build the internal momentum that makes transformation stick.

What You'll Do

• Navigate Ambiguity and Drive Clarity
  • Step into complex, ambiguous situations with competing priorities, unclear ownership, and political dynamics — and bring structure, clarity, and a confident path forward.
  • Diagnose root causes rather than just treating symptoms; connect your actions to outcomes.
  • Adapt when priorities shift; adjust plans to meet clients where they are while keeping long-term goals in focus.
• Design Solutions and Drive Strategic Impact
  • Design and apply technical solutions in a high-pressure, complex environment, connecting product capabilities to district needs and presenting bold but grounded paths forward.
  • Develop deep understanding of client business priorities, goals, and risks.
  • Own the account plan and narrative: "Here's where you are. Here's where we're going. Here's what greatness could look like."
  • Craft business-aligned success plans that drive maturity and ROI.
  • Escalate early risks and own mitigation strategies using data and evidence.
• Build Deep Relationships Across Stakeholders
  • Foster deep and meaningful connections across multiple stakeholders — from cabinet-level leaders to operational doers — capably activating those connections to effectively drive impact.
  • Know when to show up as an executive and when to build informal backchannels; adjust your communication depending on the person you're speaking to.
  • Position yourself as a consultative, reputable partner who earns trust through credibility and follow-through.
• Drive Accountability and Progress
  • Maintain account momentum by aligning internal teams and clients around shared goals.
  • Hold both clients and internal teams accountable to timelines, outcomes, and commitments.
  • Escalate when needed, but more importantly, unblock proactively.
• Prove and Grow Value
  • Use data and storytelling to show progress, drive adoption, and frame impact in terms that matter to each audience.
  • Identify new use cases and opportunities for expansion that are tied to business outcomes.

Qualifications

• 6+ years in a role with single-point ownership of complex, multi-stakeholder projects or accounts (customer success, consulting, enterprise client services, or complex program management).
• Experience driving success within ambiguous and highly complex, multi-stakeholder environments, ideally K12.
• Track record of success navigating competing priorities — aligning stakeholders, holding others accountable, and delivering results under pressure.
• Demonstrated experience solving problems with technology — evaluating options, selecting and implementing tools, and driving adoption with end users.

Preferred

• Experience in K-12 education or public sector.
• Experience in a startup or early-stage environment, creating and designing new processes and practices from the ground up.

Benefits

• Healthcare coverage covered at 100% for employees & 35% for all dependents.
• Uncapped PTO.
• Monthly productivity allowance (work where you thrive! This covers a co-working space, coffee shop, working lunch).
• New hire stipend for remote office set-up.
• Monthly wifi reimbursement.
• Annual personal office supply stipend.
• Stipend for skills development (begins at 1-year anniversary).

Application Requirement

Please include a cover letter describing a complex project or account you managed and how your experience maps to the requirements below. Applications submitted without a cover letter will not be reviewed.