Client Success Manager

About Us & Why We’re Hiring

K12 Insight helps school districts deliver superior customer service. We do this by offering the only all-in-one, SaaS enterprise-wide customer service and intelligence platform that was specifically designed for K-12 schools. Our product streamlines inbound communications, helps districts identify problems before they become crises, and builds trust capital. When combined with our professional development, survey and research offerings, we provide the full suite of solutions and services needed for districts to provide and measure their excellent customer service.

As a Client Success Manager, you will ensure clients realize the value of Let’s Talk, our cloud-based customer experience and intelligence platform that helps school districts deliver superior customer service. You will develop and maintain strong relationships with clients, understand their needs, and work closely with cross-functional teams to ensure clients receive maximum value from their experience with K12 Insight. Our Client Success Managers play a key role in driving client retention and expansion, identifying potential risks and opportunities for growth, and ensuring clients receive excellent service.

This is an individual contributor role with no direct reports. This role will report directly to the Senior Manager of Client Success.

Responsibilities

- Develop a deep understanding of clients’ strategic goals and objectives; create and execute customized account plans to ensure return on investment (ROI) and value realization

- Build and maintain strong relationships with a dedicated portfolio of clients; act as a trusted advisor to guide clients toward achieving their goals

- Analyze and interpret client data to inform strategic decisions, and provide suggestions for cross-sell and growth

- Lead Executive Business Reviews and Annual Planning calls with clients in the portfolio; reviewing feature usage and adoption and providing actionable recommendations to maximize value

- Execute on current Client Success playbooks, and contribute to development of new practices to ensure ongoing innovation in our approach to supporting clients as the company grows and scales

- Proactively identify leading indicators of churn within account portfolio; develop risk mitigation plans involving subject matter experts (SMEs) and escalating to leadership as appropriate

- Collaborate with Renewals Manager to accurately forecast and proactively manage renewal opportunities within portfolio

- Drive client expansion by maintaining a detailed understanding of K12 Insight’s products and services, identifying opportunities for growth within accounts, and recommending the best products that meet clients’ needs

- Monitor and analyze client success metrics, including client health, usage patterns, retention risk, and product impact

- Consistently and accurately update client information within internal systems, maintaining a comprehensive record of all client interactions

- Acts as a liaison between Client Success and Product teams, communicating client feedback and feature requests, championing client needs, and collaborating to provide customized solutions as required

Key Attributes for Success

- Critical and creative thinking skills, driven by a commitment to enhancing customer experiences

- Solutions-oriented with a customer-centric mindset

- Strong sense of urgency and ownership in addressing customer needs and challenges

- Collaborative and team-oriented with a proactive approach to working together

- Exceptional communication and presentation skills

- Comfortable with technology with a keen interest in learning and mastering our software products to shape their future impact

Requirements

- Bachelor's degree

- 3+ years of experience in Client Success, Account Management, or similar role within the business-to-business software as a service industry

- Proficiency in utilizing churn management platforms such as Gainsight or Churn Zero

- Proven track record of generating revenue through upselling, cross-selling, and expansion initiatives

- Experience working with school leaders in large urban K-12 school districts preferred

Location: This is a remote position open to candidates residing anywhere in the United States. Additionally, this role may involve up to 25% travel. #Li-remote

What We Offer

At K12 Insight, we are passionate about supporting our clients and making our workplace great. Our dedicated and talented team is one of the things colleagues rave about. Here are some of the ways we care for our team.

- Generous vacation policy which includes 17 days of PTO (with increasing amounts for additional years of tenure), 2 volunteer days, the entire week of December 24 - January 1, and 8 additional holidays.

- Competitive salaries with incentive pay for performance

- Option of medical, dental and vision plans

- Short-term disability, long-term disability and basic life insurance at no extra cost

- 401K retirement savings plan with company match

- Excellent choice of computer equipment and a monthly cell phone plan stipend

- A commitment to individualized professional development (we believe in education!)

- Trust - we're adults, no need to punch a clock or get approval to see a doctor during the workday.

The expected salary range for this position is $80,000 - $90,000 / year with the opportunity to earn additional compensation pursuant with K12 Insight’s Client Success variable pay plan. The salary range represents the low and high end of the salary range for this position, and is subject to change. Exact pay will be based on factors including but not limited to a candidate’s experience and skills, market demands, internal parity and organizational needs.

K12 Insight is an equal opportunity employer. We believe diversity of backgrounds, beliefs, and experiences to be critical to our success and are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team who love working together to build something that matters. K12 Insight uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit

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