Senior Manager, SMB and Mid-Market Customer Success

Brisk is on a mission to empower teachers with AI-powered tools that save time and improve learning. With Brisk, educators instantly create rubrics, modify assignments for reading levels, detect plagiarism, and much more — directly in their LMS or Google Docs. We believe that the future of education should be equitable, efficient, and teacher-driven.

We’re looking for a dynamic Senior Manager, Mid-Market and SMB Customer Success. This person will manage, coach, and scale a team of CSMs responsible for renewals, expansions, and pilot conversions. The ideal candidate brings both strategic and hands-on experience—someone who can build scalable systems and playbooks while rolling up their sleeves to drive impact during a high-growth phase.

YOU WILL:

Team Leadership & Coaching

• Lead, mentor, and develop a growing team of Customer Success Managers serving mid-market and SMB accounts.

• Foster a culture of accountability, collaboration, and continuous improvement.

• Coach team members on best practices for onboarding, engagement, and expansion.
  

Customer Growth & Retention

• Own key performance metrics across renewal, expansion, and pilot conversion rates.

• Partner with Sales, Product, and Marketing to drive customer adoption, retention, and advocacy.

• Oversee customer health monitoring, ensuring proactive risk mitigation and data-driven decision-making.
  

Scalable Systems & Processes

• Build and operationalize customer journey playbooks that support consistent, high-impact engagement across account segments.

• Collaborate with Revenue Operations and Product to define processes and tools that enable scale

• Champion efficient processes to help the team manage large volumes of accounts while maintaining a high-touch experience where it matters most.
  

Cross-Functional Collaboration

• Partner closely with Product to represent the voice of the customer, sharing insights and feedback to inform roadmap priorities.

• Align with Sales on handoffs, renewals, and expansion strategies to ensure a seamless customer experience.

• Collaborate with Marketing and Enablement to create resources that accelerate adoption and customer outcomes.

Key Metrics For The Role:

• Revenue: Meeting or exceeding annual customer retention goals, growing current customers and converting pilots to full contracts to achieve 90% of GRR.

• Customer Health & Adoption: Improvements in product utilization, engagement, and satisfaction scores.

• Operational Efficiency: Reduction in manual processes and improved scalability through systems and playbooks.

• Team Performance & Development: Achievement of individual and team KPIs, with clear growth pathways for direct reports.

YOU HAVE:

• 6+ years of experience in Customer Success, Account Management, or related roles, with 3+ years directly managing teams in a SaaS environment.

• Experience serving K–12 schools or districts, ideally in an edtech or AI-driven product context.

• Proven success managing renewal and expansion metrics across large, diverse customer segments.

• Strong operational mindset—you know how to build playbooks, systems, and reporting frameworks that scale. Familiarity with CS tools such as Gainsight, ChurnZero, Zendesk etc…

• Exceptional communication and relationship skills; comfortable engaging with educators, district leaders, and internal stakeholders alike.

• A hands-on, entrepreneurial mindset—you’re as comfortable leading strategy as you are diving into the work.

BONUS:

• Experience in a fast-growing, venture-backed startup environment.

• Understanding of the AI landscape.

• Former educator.

Equal Employment Opportunity & Diversity

At Brisk, we believe that diverse perspectives make better teams and stronger products. We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, disability, or any other legally protected status.