Customer Success Manager - Mid Market & Enterprise - Southeast

At GoGuardian, weâre helping build a future where all learners are ready and inspired to solve the worldâs greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe.

We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability.

We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why âI love the people hereâ is one of the most frequent comments we hear from Guardians.

The Customer Success Manager (CSM) is responsible for retaining and growing a portfolio of active customer accounts, providing best-in-class support and customer success management. Reporting to the Manager, Customer Success, youâll play a pivotal role in ensuring that our customers are achieving maximum value from our solutions, ultimately driving renewals, expansions, and cross-sells. Working closely with New Business Managers, youâll collaborate on Strategic Growth Plans, guide new customers through onboarding, and proactively monitor customer health to mitigate churn risks.

Your primary objective will be to support customers in achieving their goals through GoGuardianâs platform, acting as their trusted advisor and main point of contact throughout the customer journey to retain and grow GoGuardian products and services.

This role requires a proactive, customer-focused individual who is comfortable managing multiple accounts, identifying growth opportunities, and acting as a bridge between the customer and internal teams. The ideal candidate will be willing to travel up to 30% of the time.

You will be measured against ARR targets and responsible for ensuring timely renewals, cross-selling additional products, and expanding accounts to align with evolving customer needs. In every customer interaction, youâll strive to provide a delightful experience, supported by strategic guidance and best practices to drive strong customer engagement and long-term success.

• Drive Renewals and Account Retention: Ensure a high rate of renewals by managing and nurturing customer relationships, proactively identifying and addressing any challenges, and securing contract renewals before expiration.
• Identify and Execute Expansion Opportunities: Recognize opportunities for account growth by upselling and cross-selling GoGuardianâs products to meet evolving customer needs, contributing to both customer success and revenue targets.
• Guide Customers Through Onboarding and Product Adoption: Lead new customers through implementation and onboarding, ensuring a smooth transition to GoGuardianâs platform and supporting product adoption through monitoring, guidance, and ongoing best practices.
• Monitor and Improve Customer Health: Track customer usage and engagement, leveraging product usage and analytics tools to forecast risks of churn and opportunities for growth. Take proactive steps to maintain and improve customer health, providing personalized support as needed.
• Act as a Strategic Customer Advocate: Build trusted advisor relationships by understanding customer goals and acting as their advocate within GoGuardian. Partner with…