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About the role
Key responsibilities & impact- Own the renewal lifecycle for assigned strategic accounts, including contract management, forecasting, and execution
- Provide data-driven insights and reporting on renewal performance and customer health metrics
- Develop strategies to improve renewal rates and reduce churn
- Maintain accurate customer interaction and renewal-stage records in CRM tools such as Salesforce and Gainsight
- Lead onboarding for add-on products with existing customers
- Collaborate with implementation and sales teams to ensure successful handoffs
- Understand each customer's goals and challenges
- Proactively manage and grow a portfolio of K-12 education customer accounts
- Conduct regular customer check-ins and provide ongoing support
- Become a subject matter expert on products, features, and updates
- Educate customers on best practices and help them achieve objectives with the solutions
- Analyze data and metrics to track usage, identify trends, and recommend customer satisfaction and product-utilization strategies
- Plan and deliver training sessions, webinars, and in-person meetings
- Represent the customer internally and provide feedback to the product team
- Advocate for customer needs and requests
- Liaise between customers and the support team to resolve issues promptly and effectively
Requirements
What you’ll need- Bachelor's degree in Education, Business, or a related field
- 3-5 years of experience in customer success, account management, or a similar role, preferably in the SAAS/K12 industry
- Ability to build and maintain strong, trust-based customer relationships
- Outstanding time management and organization skills
- Collaboration with Support, Implementation, Sales, Product, and Engineering teams
- Exceptional communication and interpersonal skills
- Strong problem-solving abilities
- Ability to be an independent learner
- Experience in systems like Incident IQ, Gainsight, Fathom, AzureDevOps, Confluence, Lattice, and Slack is a plus
- Technology skills in Zoom and Google Suite required
- Experience in managing renewals is a plus
- Travel: 10%
Benefits
Comp & perks- Whole-person personal and professional growth
- Energetic and collaborative environment
- Excellent work/life balance
- Downtown Atlanta office location and office at Halcyon in Alpharetta
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401k match
- Paid time off (PTO)