Senior Customer Success Manager

Job Summary:

Our company is growing and looking to hire a Sr. Customer Success Manager (SCSM) to join our team. As a Sr. Customer Success Manager – Education Industry
, you will be a key strategic partner to K–12 district leaders, as their trusted Wilson Advisor, driving customer engagement, adoption, and long-term value from our solutions. You will own a portfolio of accounts and be accountable for revenue retention and growth by building trusted relationships, understanding customer goals, and guiding them through every stage of the customer journey. Your success will be measured by renewal rates, expansion revenue, customer satisfaction, and product adoption metrics.

This is a highly collaborative role both internally and externally, requiring strong communication, analytical thinking, and a proactive mindset. You’ll also play a leadership role within the Customer Success team by mentoring peers and contributing to scalable, customer-centric processes.

• Manage a portfolio/territory of K–12 education customers, developing deep, multi-tiered relationships with district leaders and implementation teams to become a trusted advisor and strategic partner.
• Own revenue retention and expansion goals across your portfolio by minimizing churn, increasing product adoption, and identifying upsell and cross-sell opportunities.
• Drive high customer satisfaction and loyalty as measured by retention rates, customer health scores, expansion revenue, and Customer Net Promoter Score (CNPS).
• Develop a deep understanding of each customer’s organizational goals, key success metrics, challenges, and strategic initiatives to proactively deliver value, guide their success, and be a true consultant to support overcoming challenges.
• Monitor account health, usage trends, and key metrics to identify risks and opportunities; act quickly to resolve issues and capitalize on growth potential.
• Partner cross-functionally with Sales, Support, Product, Operations, Marketing, and Implementation teams to ensure seamless onboarding, smooth product adoption, and a consistent customer experience throughout the journey.
• Act as a voice of the customer by providing insights to internal teams that influence product development, roadmap prioritization, and process improvements.
• Serve as a creative leader and mentor within the Customer Success organizations, sharing best practices, developing enablement materials, and supporting the growth of CSMs and Customer Success Specialists (CSSs).
• Experienced in building scalable CS playbooks, leading high-impact sales and implementation pitches, and producing tailored marketing materials that accelerate customer adoption and retention.
• Demonstrates a deep understanding of state-level political, policy, and budget initiatives that influence district decision-making, funding priorities, and program adoption.
• Take personal ownership of your customers’ success, demonstrating a proactive, solution-oriented mindset and an unwavering commitment to outcomes.
• Leverage critical thinking and problem-solving skills to navigate complex customer scenarios with professionalism and empathy.
• Apply active listening and consultative questioning to uncover needs beyond surface-level requests, delivering tailored recommendations that drive long-term success.
• Contribute to the ongoing development and scalability of Customer Success processes and tools to support a growing enterprise customer base.
• Must be willing to travel at times to engage with customers face-to-face (Approximately 25% - 35%)
• Understand and display WLT’s values
• Other duties as assigned

• Passion for service, helping others and seeing your customers and team succeed
• 10+ years of experience in Customer Success, Account Management, or related roles, preferably in the K–12 education or EdTech industry
• Proven track record of meeting or exceeding retention and expansion targets within an enterprise customer portfolio
• Deep understanding of the K–12 education landscape, including the needs of district and school-level stakeholders
• Exceptional interpersonal skills with the ability to build trust and influence across all levels of an…