[Hiring] Customer Success Manager, Scaled @Renaissance Learning North America

Role 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.

Territory: Washington and Oregon

In this role as CSM Scaled, you will be responsible for:

• Manage a high-volume portfolio (300–350 accounts / ~$2.5M ARR), driving renewals, retention, and customer value through proactive risk mitigation
• Execute a scaled engagement strategy, segmenting customers by ARR and leveraging a mix of automated, 1:many, and targeted high-touch interactions
• Deliver value through data-driven insights, including customer health scores, usage trends, and adoption metrics to prioritize outreach and reduce churn risk
• Lead key customer initiatives (e.g., back-to-school readiness, business reviews) aligned to customer goals and outcomes
• Partner closely with Sales to identify and support expansion opportunities across accounts
• Utilize tools such as Salesforce, Gainsight, and Outreach to manage customer success activities at scale
• Act as the customer advocate by surfacing insights, resolving risks, and collaborating cross-functionally to improve the customer experience

Qualifications

• 1-3 years of experience in Customer Success, Account Management, Renewals, or Sales
• Experience managing a high-volume or scaled book of business preferred
• Strong analytical and organizational skills with the ability to manage multiple priorities efficiently
• Excellent communication and relationship-building skills across a variety of stakeholders
• Demonstrated ability to use data and insights to drive customer outcomes and retention

Requirements

• Customer-focused with a strong sense of ownership and accountability
• Data-driven and solutions-oriented, with strong problem-solving skills
• Effective communicator, comfortable engaging with both internal teams and external partners
• Adaptable and able to thrive in a fast-paced, evolving environment
• Collaborative team player with a continuous improvement mindset

Benefits

• 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