Customer Success Manager (West)

📋 Description

• • Own the entire customer lifecycle for a portfolio of high-value K-12 districts and schools across the western United States, ensuring every partner moves seamlessly from onboarding through renewal and expansion.
• • Translate each customer’s strategic goals into measurable success criteria and detailed implementation roadmaps, then shepherd those plans from kickoff to full adoption, adjusting tactics in real time to keep momentum and learning outcomes on track.
• • Build multi-tiered relationships inside each organization—superintendents, curriculum directors, principals, department heads, and classroom teachers—so that Edmentum becomes embedded in the district’s instructional DNA rather than viewed as another vendor.
• • Establish and maintain a disciplined communication cadence: weekly check-ins during launch, monthly business reviews, quarterly executive briefings, and ad-hoc escalation calls, always tying every conversation back to student achievement data and the district’s own benchmarks.
• • Monitor account health through usage analytics, assessment results, NPS, and early-warning indicators; when risk appears, mobilize internal resources (product, support, professional learning, and sales) to craft and execute a recovery plan within 48 hours.
• • Drive expansion revenue by identifying new buildings, grade bands, or product lines that map to documented customer goals, then co-author success stories and ROI analyses that make the business case for additional licenses.
• • Serve as the voice of the customer inside Edmentum, funneling feedback to product management, engineering, and marketing so that roadmap priorities reflect real classroom needs and accelerate innovation cycles.
• • Collaborate with regional sales directors during the pre-sale phase, joining discovery calls and final presentations to articulate proven implementation models, share reference districts, and set accurate expectations that tee up a smooth handoff post-signature.
• • Champion scalable best practices by documenting playbooks, creating reusable templates, and mentoring newer CSMs so that the entire team can support a growing customer base without sacrificing quality or personalization.
• • Represent Edmentum at regional and national conferences, user groups, and EdCamps, delivering thought-leadership sessions that showcase customer successes and position the company as a trusted partner in personalized learning.
• • Maintain meticulous CRM hygiene—every interaction, success plan, renewal forecast, and expansion opportunity logged in Salesforce—so that leadership has real-time visibility into the health and trajectory of the western territory.
• • Stay current on state standards, assessment requirements, and funding streams (ESSER, Title I, IDEA) so that you can advise customers on compliance and help them leverage grants to sustain and grow their Edmentum implementations.
• • Celebrate wins loudly: coordinate press releases, case studies, and webinar spotlights that amplify customer achievements and create a virtuous cycle of advocacy and new business.