Informed K12 · 3 months ago
Scaled Customer Success Manager
United States
Full-time
Hybrid
Mid, Senior Level
4+ years expInformed K12 is transforming how school districts operate by bringing critical workflows online with the unique flexibility needed to serve the school community. The Customer Success Manager will build strategic partnerships, develop account strategies, and influence change through data-driven insights and relationships to ensure school districts achieve their business goals with the product.
Document ManagementDocument PreparationEducationSoftware
Responsibilities
Manage the growth and renewal of a ~100 accounts nationwide portfolio with a data-driven approach
Monitor district health scores and usage data to assess risks and opportunities, identifying appropriate course of action
Identify opportunities to automate processes and build scalable customer success strategies to manage a large customer base efficiently
Work cross-functionally to develop and optimize digital workflows that help drive adoption, expansion, and renewal
Act as a trusted digital advisor to customers, even at scale, to ensure they are achieving their business goals with the product
Track, report, and optimize KPIs related to digital customer success initiatives
Understand client business priorities, goals, and risks
Craft business-aligned success plans for expansions
Escalate early risks and own mitigation strategies using data and evidence
Connect the dots between product capabilities and district needs, presenting bold but grounded paths forward
Own the account plan and narrative: 'Here’s where you are. Here’s where we’re going. Here’s what greatness could look like.'
Build and deploy strategies to earn trust across multiple stakeholders —from cabinet-level leaders to operational doers at scale
Position yourself as a consultative, reputable partner
Maintain account momentum by aligning internal teams and clients around shared goals
Use data and storytelling to show progress, drive adoption, and frame impact, communicating that effectively through digital channels
Identify new use cases and opportunities for expansion that are tied to business outcomes
Step into complex or ambiguous challenges and provide structure, clarity, and a confident path forward
Hold both clients and internal teams accountable to timelines, outcomes, and commitments
Escalate when needed, but more importantly, unblock proactively
Qualification
Required
4-8 years in customer success with at least 2 years of experience working with large portfolios (~100 accounts)
Demonstrated success in managing and expanding customer accounts and experience preventing churn under difficult circumstances
Strong analytical and problem-solving skills, with the ability to identify trends and drive data-informed decisions
Experience implementing solutions, driving change management, and evangelizing outcomes
Early-stage startup experience, or experience working in an entrepreneurial environment
Experience driving success when working with highly complex organizations, ideally in K12
Highly developed Growth Mindset, Intrinsic Motivation, Emotional Intelligence, Accountability, and Systemic Thinking skills
Company
Informed K12
Informed K12 is an easy-to-use workflow automation solution that helps school district administrators manage forms, workflow and approvals.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2014-01-01Series Unknown
2012-10-01Seed
Leadership Team
Sarah Chou
CEO and Founder (StartX, Imagine K12, First Floor Labs)
Company data provided by crunchbase