The Curriculum (Your Role):
The Manager of the Enterprise Customer Success team is a highly driven, results-oriented, and collaborative leader who will both drive excellence in execution while building the foundation for growth for Seesaw for Schools customers. You will work with your direct reports to build and refine a strong operational foundation with effective high-touch engagement strategies that drive ongoing adoption initiatives, mature client relationships, and ultimately drive retention and expansion. This role will require a consultative and holistic approach to the customer lifecycle, expertise in navigating priorities, challenges, and opportunities within a diverse customer portfolio, and the ability to communicate effectively both up and down the organization.
Your Classmates (The Team):
You will manage a team of high-performing Customer Success Managers focused on driving business-critical outcomes for Seesaw’s Enterprise customers. You will be tasked with ensuring that our largest customers accomplish their goals and effectively recognize and communicate the value Seesaw for Schools brings to their organization.

Subject Matter (Your Responsibilities):

    • Meet and exceed renewal and expansion goals for your team’s book of business
    • Manage a pipeline of renewal/expansion targets and report out on key metrics
    • Inspire, attract, and manage a team of high performing CSMs and drive all aspects of developing leading and coaching with a high focus on the team’s metrics and scorecard
    • Ensure your team is engaging strategically with their customers and help prioritize their activities to drive value realization. This includes, but is not limited to, modeling via customer engagement, shadowing your team, and attending team Quarterly Success Reviews
    • Partner with the Head of Customer Success to evolve the Enterprise customer journey, including adoption, retention, and expansion with an emphasis on defining and demonstrating value to grow net revenue retention
    • Analyze industry trends and performance metrics to drive execution and accelerate results
    • Develop deep relationships with our most strategic customers to serve as a thought partner, point of escalation, and voice of the customer

Prerequisites (The Requirements):

    • 7+ years experience in customer success, Enterprise account management at a SaaS company with 5+ years of managerial experience
    • Experience building and leading high performing geographically distributed teams, including process definition, documentation, talent sourcing, and development, while delivering excellence and driving accountability
    • Proven track record of consistently achieving business targets and goals
    • Proven track record of innovation, leading change, and creativity in solving company and team challenges
    • You are a natural mentor and regularly take initiative to help your colleagues be more effective
    • You have experience managing and negotiating with Enterprise companies and their diverse stakeholders
    • You possess exceptional cross-organization collaboration and communication skills
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