District Success Manager

Fully Remote Remote - Richfield, OH 44286

Position Type

Full Time

The District Success Manager (DSM) serves as the primary post-sale relationship owner for assigned clients, ensuring districts achieve measurable value from Navigate
360’s SaaS solutions. This role is responsible for driving customer success through onboarding support, product adoption, and strategic partnership aligned to district goals.

The DSM owns and closes renewals and owns expansion revenue (upsell and cross-sell) for assigned districts with 1,000–7,000 students. The DSM is accountable for the renewal and expansion dollars in their book of business, and plays a critical role in revenue retention and growth by proactively managing renewals, identifying and mitigating risk, and delivering data-informed guidance to improve engagement and outcomes.

This position also provides technical coordination, user training, and ongoing support to ensure successful platform utilization.

In close partnership with Account Executives, the DSM identifies and advances expansion opportunities, including upsell and cross-sell, based on customer needs, usage trends, and solution gaps.

Essential Functions

Act as the primary point of contact post-implementation, ensuring a smooth onboarding experience.

Collaborate with internal teams (e.g., sales, product, technical support) to address any customer challenges and align on solutions.

Build strong, long-term relationships with existing customers to ensure 90%+ retention rates.

Own and close contract renewals for assigned districts with a proactive and consultative approach, ensuring continued partnership with Navigate
360.

Own expansion revenue within assigned districts by upselling seats, sites, and enhancements to current products and cross-selling additional Navigate
360 solutions.

Carry responsibility for the renewal and expansion dollars of the assigned book of business against [Renewal / retention target: TBD] and [Expansion target: TBD].

Renewal Ownership

Own the renewal for every contract in the assigned book from start of the renewal cycle through signed contract, including negotiation and contracting.

Run the account review and show ROI to the district’s decision-makers, including a business review twice per year built in the Review Studio, so the value case for renewal is documented before the renewal conversation.

Maintain customer health scores and build action plans for at-risk accounts; escal…

Prepare renewal quotes and coordinate with the district on purchasing and approval steps.

Forecast renewal revenue and retention in Salesforce, keeping renewal opportunities, stages, and close dates accurate and current.

Expansion Ownership

Own upsell of seats and sites within assigned districts, from identifying the need through closed contract.

Own the identification, qualification, and partnership with AE of cross-sell opportunities for additional Navigate
360 solutions in assigned districts, partnering with the Account Executive and Solutions Consultant as needed.

Log new product needs and loop in the Account Executive within 2 business days.

Use usage trends, adoption data, and success-plan goals to identify solution gaps and build the expansion case.

Multi-thread across district stakeholders and grow champions; when a strong champion emerges, loop in the Account Executive and make the referral ask within 5 business days.

Forecast expansion (upsell and cross-sell) revenue in Salesforce, keeping expansion opportunities, stages, and close dates accurate and current.

Job Duties

Monitor product adoption and provide proactive guidance to customers on best practices.

Conduct regular check-ins with customers to understand their use case and ensure they are leveraging the platform’s full…