Customer Success Manager Small Districts - EdTech Remote

CompanyOverview
Securly Inc. is the pioneering leader in AIdriven student safety and wellness solutions for K12 schools. Our awardwinning technology safeguards over 20 million students across 20000 schools globally continuously raising industry standards. Recognized as an EdTech Product of the Year and a Top Place to Work we are driven by our mission to create safer more supportive educational environments through innovation.

Job Summary
As a Customer Success Manager you will manage relationships with approximately 300 small school districts. Reporting to the Director of Customer Success you will be responsible for driving customer satisfaction retention and account growth. This role combines proactive relationship management with consultative solutionselling ensuring that clients maximize the value of Securlys solutions through strategic engagement and support. Total compensation is based on experience and is up to $125K OTE.

Key Responsibilities

• Customer Relationship Management: Build and maintain strong trustbased relationships with stakeholders across your accounts to ensure longterm success.
• Customer Health Improvement: Monitor and proactively improve customer health scores keeping at least 80 of accounts in the green zone.
• Needs Assessment and Strategic Planning: Conduct thorough assessments of customer needs and product usage to develop tailored account strategies.
• Account Growth: Identify and drive upsell and crosssell opportunities meeting or exceeding annual expansion revenue targets.
• Client Advocacy: Foster customer advocates by delivering exceptional service encouraging testimonials and building strong referrals.
• Satisfaction and Experience Metrics: Maintain a high standard of customer satisfaction by addressing client needs resolving issues proactively and delivering measurable improvements in overall account engagement.
• Territory Management: Develop and execute detailed territory plans to maximize growth opportunities and mitigate risks.
• Collaboration: Partner with sales marketing and product teams to align on customer objectives and enhance the customer journey.

Performance Milestones

First 30 Days

• Develop foundational knowledge of Securlys product suite including features benefits and value propositions.
• Establish rapport with assigned accounts positioning yourself as their trusted advisor.
• Analyze customer health scores and identify areas for improvement.
• Gain proficiency in internal tools and systems including CRM platforms.

First 90 Days

• Execute strategies to improve customer health scores targeting 80 of accounts in the green zone.
• Develop strategic account plans for key clients outlining actionable goals and timelines.
• Begin pursuing initial upsell and crosssell opportunities.
• Build a strong framework to assess and improve customer satisfaction and engagement.

First 6 Months

• Establish strong trustbased relationships with key account stakeholders.
• Secure customer advocates willing to provide testimonials or case studies.
• Streamline customer success workflows and implement process improvements.
• Fully leverage CRM and automation tools to enhance efficiency and outcomes.

First Year

• Achieve product mastery confidently articulating Securlys full product suite features and value propositions.
• Meet or exceed annual expansion revenue quotas through effective upselling and crossselling strategies.
• Exceed retention goals 85 and reduce churn to below 1.
• Maintain at least 80 of accounts in the green zone for health scores.

Required Skills and Qualifications

• Preferred Experience: Proven track record of success in EdTech as an AE AM CSM or a similar role. Prior experience in K12 teaching or administration is highly advantageous. Demonstrated expertise in applying digital customer success strategies and tools is essential.
• Process Optimization and Customer Success Platform/CRM Expertise: Proven ability to utilize CRM and Customer Success Platforms (CSP) to drive digital customer success strategies streamline processes and improve operational efficiency. Skilled in leveraging these tools to foster strong customer relationships enhance retention and deliver measurable results.
• Exceptional Communication and Relationship Management: Proven ability to deliver tailored messaging build trust and engage stakeholders at all levels.
• Resilience and Results Orientation: Demonstrated success in achieving and exceeding goals with a positive and growthoriented mindset.
• Strategic Thinking and ProblemSolving: Expertise in identifying challenges developing solutions and negotiating mutually beneficial outcomes.
• Product and Industry Knowledge: Proven ability to effectively articulate product features benefits and industry trends in the K12 EdTech space.
• Sales Acumen: Proven track record of identifying and capitalizing on upselling and crossselling opportunities to drive revenue growth.
• Adaptability and Client Engagement: Skilled in adapting strategies to meet client needs while maintaining high satisfaction levels.

Wellness & Benefits Overview

At Securly we prioritize the holistic wellbeing of our employees recognizing that a healthy worklife balance mental nourishment and physical wellness are key to professional satisfaction and personal happiness.

What We Offer:

• Competitive Compensation: Robust salary structure complemented by performance incentives.
• Health and Financial Wellness: Comprehensive health dental and vision insurance with a 401(k) match.
• Parental Leave: 12 weeks of fullypaid parental leave.
• WorkLife Balance: Unlimited vacation paid holidays summer Friday halfdays and a full week of paid leave at yearend.
• Professional Development: $1000 annual stipend to support your growth.
• RemoteFirst Culture: Flexibility to work where you are most productive.

Securly is an Equal Opportunity Employer
We are committed to diversity and inclusion welcoming candidates from all backgrounds to bring their unique perspectives to our team. If you need accommodation during the application or interview process please contact .
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