Customer Success Manager, Scaled - Remote Eligible

Customer Success Manager (CSM) Scaled

When you join Renaissance®, you join a global leader in pre-K–12 education technology! Renaissance's solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters—creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide.

Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

We believe that Customer Success is all about understanding your customers' desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager (CSM) at Renaissance, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform(s) that drives successful student learning outcomes. This role manages District and School level accounts, and we are looking for you to drive successful implementations at scale while also achieving Renaissance's business outcomes.

Territory: Washington and Oregon

In this role as CSM Scaled, you will be responsible for:

• Managing a high-volume portfolio (300–350 accounts / ~$2.5M ARR), driving renewals, retention, and customer value through proactive risk mitigation
• Executing a scaled engagement strategy, segmenting customers by ARR and leveraging a mix of automated, 1:many, and targeted high-touch interactions
• Delivering value through data-driven insights, including customer health scores, usage trends, and adoption metrics to prioritize outreach and reduce churn risk
• Leading key customer initiatives (e.g., back-to-school readiness, business reviews) aligned to customer goals and outcomes
• Partnering closely with Sales to identify and support expansion opportunities across accounts
• Utilizing tools such as Salesforce, Gainsight, and Outreach to manage customer success activities at scale
• Acting as the customer advocate by surfacing insights, resolving risks, and collaborating cross-functionally to improve the customer experience

For this role as Scaled CSM, you should have:

• 1-3 years of experience in Customer Success, Account Management, Renewals, or Sales
• Experience managing a high-volume or scaled book of business preferred
• Strong analytical and organizational skills with the ability to manage multiple priorities efficiently
• Excellent communication and relationship-building skills across a variety of stakeholders
• Demonstrated ability to use data and insights to drive customer outcomes and retention

Who You Are:

• Customer-focused with a strong sense of ownership and accountability
• Data-driven and solutions-oriented, with strong problem-solving skills
• Effective communicator, comfortable engaging with both internal teams and external partners
• Adaptable and able to thrive in a fast-paced, evolving environment
• Collaborative team player with a continuous improvement mindset

Additional information:

All your information will be kept confidential according to EEO guidelines.

Salary Range: $68,000 - $75,200. This range is based on national market data and may vary by location. This is a base salary only, additional bonus for hitting CSM targets applies.

Benefits for eligible US employees include:

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs

Benefits listed apply to eligible U.S. employees in accordance with Renaissance's benefits eligibility criteria. Contractor and other non-employee roles are not eligible for Renaissance employee benefits.

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications. Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.