Scale, Customer Success Manager

Teaching kids to think critically and communicate effectively has never been more critical, and NoRedInk helps students become better writers in more than 60% of U.S. school districts. We're looking for a Scale Customer Success Manager to work directly with our schools and small districts to ensure their success and continued adoption of our platform.  As a vital member of our Customer Success organization, you’ll have the opportunity to influence how administrators and educators at districts across the country engage with their students using NoRedInk.

Key Responsibilities:

• Manage a large portfolio of customers from implementation through renewal, driving high adoption, retention, and expansion.
• Lead renewal conversations and negotiations with schools and districts to secure timely commitments, protect pricing, and ensure revenue retention.
• Guide customers through their onboarding journey, ensuring they are using on-demand resources and acting as their point of escalation to resolve any critical issues that arise.
• Deliver proactive and reactive 1:1 interactions (emails, calls, virtual meetings) and 1:many programs (webinars, email sequences, Office Hours, etc) using a team-based and data-driven approach to support customers with timely and relevant resources and experiences throughout their journey. 
• Develop, iterate on, and improve tools, processes, and best practices to better serve customers at scale with an eye toward maintaining a positive customer experience.
• Leverage automation tools and lifecycle touchpoints to deliver timely, personalized communications that drive customer engagement and adoption at scale.
• Maintain accurate customer data and contact information in the appropriate internal systems.
• Identify trends for common customer challenges and actively suggest ways to address them.
• Partner cross-functionally with Sales, Marketing, Product, RevOps, and Support to ensure customers get the most out of NoRedInk.
• Actively monitor and measure your impact on improving customer health, product adoption, and revenue.
• Be an expert in NoRedInk’s Premium products, solutions, policies, and procedures.

Requirements:

• A background in K12 education. 
• Demonstrated history of exceeding individual, team, and company KPIs (may include renewal rate, activation, product adoption/usage KPIs, etc).
• Skilled in positioning value to protect pricing, handle objections, and secure multi-year or expanded agreements.
• Comfortable using and learning new software - spreadsheets, CRM, email marketing, support, automation, productivity, and presentation software are all part of your toolbelt.
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
• Experience with building, analyzing, and interpreting customer data to influence stakeholder decision-making.
• Exceptional communication and presentation skills (both written and verbal)
• Preferably 1–2 years experience managing a high volume of low- or medium-touch accounts across the full customer lifecycle, with a strong focus on proactive engagement and renewal.
• Undergraduate degree preferred.

Successful candidates should be able to:

• Demonstrate proficiency with tools like Google Suite, Salesforce, Hubspot, and Outreach
• Leverage data to think strategically about scaled outreach and customer segmentation to drive measurable impact with limited time and resources
• Balance customer advocacy with company revenue objectives, ensuring win–win outcomes.
• Prioritize workload and meet critical milestones/deadlines on a tight schedule
• Work both independently and collaborate virtually with all team members and staff
• Carry out detailed written and verbal instructions
• Demonstrate excellent communication skills, including verbal, written, and interpersonal

Our salary ranges are based on factors such as expectations as laid out in the job description, internal parity, and individuals' experience and skills. Therefore, the on-target compensation range (OTE), inclusive of base and sales bonus, for CSM, Scale is $60,000 - $80,000, accounting for various skills, expertise and former experience.  Please know that if you are invited to speak with a recruiter at NoRedInk, they will discuss compensation openly during your first call to ensure alignment.

What NoRedInk Offers:

• A competitive salary and equity package in a well-funded startup with a strong product-market fit
• Excellent health, vision, and dental benefits (U.S. Only)
• 100% remote work environment
• Flexible PTO and paid parental leave
• 401(k) (U.S. Only)
• Annual all-company gathering in-person
• The ability to help millions of students and teachers and address a critical societal need

About NoRedInk:

NoRedInk helps students in over 60% of US school districts become better writers. Our deeply engaging, adaptive curriculum personalizes exercises to kids' interests, guides them through the writing process with instructional support, and boosts their skills through targeted practice. Students have completed over 10 billion exercises on our site, and our mission is to help all students harness the power of the written word.

Check out our press page, including our 2-minute pitch on NBC and articles in The Washington Post, Wall Street Journal, and Forbes.

NoRedInk believes that diversity and inclusion among our teammates are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. At NoRedInk, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. 

*Note: Agencies or other third-party recruiters may not submit unsolicited candidate resumes or their information to any NoRedInk employee, including a NoRedInk Recruiter, unless a contract is signed and the Talent Acquisition team gives you permission to work on a job opening.