Seesaw - Digital Customer Success Manager
Requirements
• 1–2 years of experience in Customer Success, Account Management, Sales, or another customer-facing role; EdTech or SaaS experience is a plus. • Experience engaging customers through email, phone, and virtual meetings. • Experience working with UK schools or an understanding of the UK education landscape is a plus. • Familiarity with Salesforce, Planhat, Front, Gainsight, or similar tools is a plus. • Communication: Strong written and verbal communication skills, with the ability to build relationships and lead effective customer conversations. • Organization: Highly organized, with strong attention to detail and the ability to prioritize competing demands in a high-volume environment. • Ownership: Proactive, dependable, and comfortable taking ownership of tasks and commitments through completion. • Solutions-Orientedness: Curious and solutions-oriented, with a willingness to ask questions, learn quickly, and take initiative. • Growth Mindset: Receptive to feedback and motivated to continually improve. • Our company participates in E-Verify.
Responsibilities
• Customer Engagement, Retention & Growth • Manage a high-volume portfolio of customers through proactive email, phone, and virtual outreach. • Build relationships with school/Multi-Academy Trust/district leaders, understand their goals, and connect Seesaw's value to their priorities. • Own customer renewals, meeting quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets. • Proactively identify renewal risks, budget concerns, and expansion opportunities, taking action to address them. • Drive product adoption through customer goal-setting, implementation planning, and sharing relevant resources and best practices. • Product & Operational Excellence • Develop strong knowledge of Seesaw's platform, curriculum products, AI capabilities, and Professional Learning offerings. • Manage customer communications, renewal opportunities, and tasks accurately in Salesforce, Planhat, Front, and other tools. • With guidance from your manager, prioritize daily work based on customer needs, renewal timelines, risk, and revenue opportunities. • Respond to customer inquiries within team SLAs, maintaining timely communication and consistent follow-through. • Follow established workflows while exercising sound judgment, proactively identifying blockers, and escalating issues when needed. • Collaboration & Continuous Improvement • Partner with your Manager and cross-functional teams to deliver a strong customer experience. • Communicate proactively with teammates, providing timely updates on requests, commitments, and blockers. • Actively seek and apply feedback to strengthen customer conversations, prioritization, and execution. • Support shared team goals through collaborative customer coverage, knowledge sharing, and problem-solving. • Bring forward ideas and recommendations to improve customer experiences and team processes.
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