[Hiring] Regional Customer Success Manager @Open Up Resources

Role Description

The Regional Customer Success Manager is responsible for working with district and instructional leadership teams in building relationships, understanding district implementations and successes/challenges, with the intent to retain and grow their business while providing exceptional customer service. You will promote, present, and secure district renewals and expansions of our offerings, along with the related professional development and support services.

We are seeking education enthusiasts with exceptional relationship-building and management skills who are ready for an opportunity to provide school districts with the highest quality instructional resources and implementation supports available. The ideal candidate is a mission-driven self-starter with sales initiative who doesn’t let a closed door stop their progress. Someone naturally genuine, relationship-oriented and energized by transformation and equity within education, with a strong K-12 background, K-12 sales experience, and an aptitude for getting-to-yes.

Key Responsibilities

• Proactively grow the existing customer base.
• Assess and support district implementation health by regularly evaluating how districts are using OUR offerings, identifying successes and challenges early, and proactively addressing barriers to strong implementation.
• Maintain a high renewal rate for all existing accounts through proactive, relationship-driven account management rather than reactive support.
• Conduct regular in-person visits to curriculum leaders at assigned districts as part of a proactive account-coverage plan, in addition to virtual check-ins, to strengthen relationships and surface growth opportunities.
• Cultivate customer relationships through timely, proactive meetings; ensure customer satisfaction through excellent customer support.
• Employ relationship sales techniques including calls/video demonstrations and on-site visits, along with productive questioning and listening strategies that lead to a successful customer experience in evaluating additional OUR offerings.
• Demonstrate superb customer focus, response, and follow-up abilities, while leveraging a matrix of internal and external support.
• Present and secure renewals and expansions, guiding districts through the full decision-making process, from initial conversation to a signed renewal or expansion, rather than stopping at relationship-building alone.
• Promote related professional development and support services alongside curriculum renewals and expansions, ensuring districts have the implementation support needed to succeed with their investment.
• Advocate for customer needs internally, partnering with product, implementation, and support teams to resolve district-specific challenges and ensure the customer's voice shapes how their account is supported.
• Bring a heightened level of proactivity to account management; anticipating district needs, surfacing opportunities, and initiating outreach ahead of renewal cycles, rather than defaulting to a reactive posture.
• Develop and maintain expert content and services knowledge for the OUR portfolio, the K-12 educational marketplace, and factors influencing the Open Educational Resources movement.
• Effectively use promotional materials to support marketing messaging through email, social media, and presentations.
• Demonstrate teamwork by sharing best practices and working collaboratively with the new business sales team.
• Maintain an “always improving and learning” attitude internally and externally.
• Maintain accuracy in company records such as ensuring all calls have been logged correctly in Salesforce.com, opportunities have been tracked correctly, and customers’ details are accurately captured.
• Assist with developing regional and local marketing plans on a monthly basis.
• Partner with sales reps to ensure consistency from sales to implementation.

Qualifications

• Dedicated passion for increasing equity in the K-12 landscape.
• Minimum of 5 years experience in the K-12 space, with a strong performance history that demonstrates growth and drive to excellence.
• Proven K-12 sales experience, with a track record of meeting or exceeding renewal, retention, or growth targets.
• Teaching experience or district-level experience preferred.
• Strong negotiation and closing skills, with the ability to guide districts through decision-making to a signed renewal or expansion.
• Self-starter with strong sales initiative, persistent in pursuing opportunities and comfortable navigating obstacles or slow-moving decision processes without losing momentum.
• Ability to manage multiple tasks and prioritize appropriately.
• Proven organizational skills, high attention to detail, and superior time management.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work independently.
• Ability to work effectively with all types of people.
• Strong presentation skills.
• Command of technology applications, including presentation software, HubSpot and Salesforce.com.
• Ability to build and maintain strong, trusting relationships among district and school leadership.
• Ability to use, with integrity, genuine relationships to maintain customer status and grow product usage throughout school/district/state.
• Willingness to travel up to 30% to build strong relationships and better support clients.

Benefits

• Highly competitive total rewards packages that include employer-paid healthcare, dental, vision, 401k matching, monthly work/life integration stipends, unlimited paid time off, and much more!

Company Description

At Open Up Resources, we believe in building and fostering a diverse and inclusive workplace environment. We are proud to be an equal opportunity employer where all applicants are considered for employment without attention to color, religion, sexual orientation, gender identity, national origin, veteran or disability status.

We are a virtual organization with headquarters in the California Bay Area.

This is a benefited, full-time, exempt position with a base salary range of $85,000 - $110,000 annually + a commission package.