Customer Success Manager

Essential Duties and Responsibilities

• Serve as the first and primary point of contact to manage and nurture a portfolio of K-12 accounts to maximize satisfaction, retention, and growth
• Train and onboard new K-12 customers through the implementation process, ensuring a seamless post‑sale transition
• Provide ongoing professional development to existing customers on new features; when they assign new contacts or expand usage of their program
• Organize and facilitate regular customer meetings to ensure a thorough understanding of the needs of each customer's online learning program, driving high levels of satisfaction through consultative recommendations
• Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address areas of concern
• Review account and usage data on a regular basis, ensuring corresponding, tailored outreach to each customer
• Consistently engage with customers and uncover the “Whys?” behind their feedback to identify root causes and opportunities
• Communicate all product enhancements, technological updates, and other pertinent information to customers in a timely and professional manner
• Regularly monitor customer attrition risks; outline and document proactive solutions to minimize and mitigate flight risks within your assigned portfolio
• Manage difficult customer feedback with high levels of tact and diplomacy
• Build relationships by providing consistent value and fostering customer loyalty
• Maintain a clear understanding of customer contracts, including pricing, renewal details, and SLAs, through the company's CRM platform
• Demonstrate a clear understanding of all course offerings and technical requirements of the program
• Resolve customer issues promptly and ensure a positive customer experience
• Collect, evaluate, and act on customer data to inform relationship‑building and enhancements
• Demonstrate the product to existing and prospective customers, as needed
• Travel to visit customers or attend conferences and trade shows, as needed
• Speak and present at trade shows and conferences, as needed
• Proactively identify customer needs and promote tailored solutions
• Educate customers on solution value through data‑informed relationship building and communication
• Consult with customers on K‑12 online learning best practices and Harris Digital Learning’s solutions
• Encourage customers to expand their licensed products and services
• Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal, in joint communication with assigned Sales personnel
• Participate in customer expansion projects, as assigned
• Collaborate with internal teams (e.g., Teaching Staff, Course Development, Sales & Marketing, Product and Software Development) to troubleshoot issues and propose enhancements
• Attend regular internal meetings and act as the customer representative to ensure that decisions made are customer‑focused and data‑informed
• Assist with customer requests to ensure messaging is consistent, timely, and aligned with each customer's needs
• Find a balance between customer needs that will drive revenue and retention, while keeping the best interest of Harris Digital Learning in mind

• Experience in account management, customer success, and/or K‑12 online learning
• Keen discernment for solutions that are beneficial to both the customer and Harris Digital Learning
• Excellent communication, negotiation, and interpersonal skills
• Strong listening and questioning skills to gain a strategic understanding of customer needs and challenges
• Ability to build relationships with educational leaders, including principals and superintendents
• Strong understanding of curriculum and instruction
• Familiarity with Microsoft Office (Excel, PowerPoint, Word, Outlook), Google Drive, and online technologies
• Ability to analyze data to measure account performance
• Experience using customer relationship management (CRM) systems or inbound marketing, sales, and customer service platforms
• Strong understanding of project and program management
• Proactive, organized, and adept at managing multiple accounts simultaneously
• High degree of…