Digital Customer Success Manager, Small Districts - K12 EdTech

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Overview of the Role

As a Digital Customer Success Manager at Securly, the primary responsibility is managing a large portfolio of school districts through effective, scalable, and digital-first engagement strategies. This high-impact role focuses on implementing lifecycle programs aimed at driving customer adoption, retention, and expansion across Securly’s suite of products. This position operates in a structured and programmatic environment, employing methods like automated journeys and engagement triggers to support customers efficiently without relying heavily on high-touch engagement.

Company Background

Securly is recognized as an innovative player in the EdTech sector, serving over 20 million students. The company values collaboration across various departments to enhance customer experience, making it an appealing workplace for those passionate about education technology.

Position Details

This is a full-time role reported to the Director of Customer Success. The position is fully remote, enabling flexibility and work-life balance. Given the nature of the job, having strong communication skills is vital to engage effectively with educators and administrators.

Key Responsibilities

The responsibilities of the Digital Customer Success Manager include:

• Executing digital lifecycle programs that span across onboarding, activation, adoption, and renewal stages.
• Managing a high-volume portfolio utilizing one-to-many engagement strategies.
• Monitoring telemetry and engagement signals to detect potential risks and opportunities.
• Triggering and managing automated journeys based on customer behavior.
• Supporting customer inquiries through structured engagement strategies.
• Collaborating with Account Managers to identify and relay potential expansion opportunities with actionable insights.
• Maintaining accuracy in Vitally and Salesforce for operational excellence, including health scores and lifecycle tracking.
• Contributing to the continuous improvement of digital programs based on customer feedback and performance metrics.

Required Skills and Qualifications

Ideal candidates for this role usually have a minimum of 1+ years of experience in digital or scaled customer success programs, specifically within K-12 EdTech or SaaS environments. Key qualifications include:

• Proficiency in managing a high-volume portfolio using effective engagement strategies (e.g., lifecycle campaigns, webinars).
• Familiarity with technology product onboarding, especially for educational professionals.
• Experience in executing digital playbooks that directly influence user engagement and product adoption.
• Proficiency in leveraging customer data and telemetry to identify risks or opportunities, and effectively utilizing structured playbooks for actions.
• Functional knowledge of CRM and customer success platforms like Salesforce, Vitally, and Gainsight.
• Ability to work cross-functionally with teams including Sales, Support, and Product for improved customer journeys.

Performance Objectives

To ensure success within the first year, the Digital Customer Success Manager is expected to:

• Meet or exceed Gross Revenue Retention (GRR) and logo retention targets aligned with departmental goals.
• Execute lifecycle playbooks effectively, ensuring measurable customer outcomes.
• Develop a robust understanding of Securly’s product offerings and key drivers that influence adoption.
• Maintain high-quality data integrity across systems to facilitate comprehensive reporting and decision-making.

Tools and Technology

Daily operations rely on various tools and technologies that support customer engagement and program execution. You will work with:

• Vitally for telemetry and lifecycle automation.
• Salesforce for account management and tracking renewals.
• Outreach for targeted communications.

Company Culture and Benefits

Securly promotes a remote, high-trust culture conducive to individual growth and professional development. Successful applicants will enjoy competitive benefits, including unlimited paid time off, paid holidays, comprehensive health coverage, 401(k) matching, and paid parental leave. The company is also committed to creating an inclusive workplace, offering accommodations during the hiring process for those who require them.

Conclusion

Joining Securly as a Digital Customer Success Manager offers a unique opportunity to influence thousands of school districts while cultivating a rewarding career in the EdTech industry. Candidates uniquely positioned with relevant experience and a passion for customer success are encouraged to apply to make a significant impact in the K-12 educational landscape.

This job offer was originally published on himalayas.app