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CPM Educational Program · 5 days ago

Customer Success Manager, Enterprise Accounts

Sacramento,CA,US

Full-time

Onsite

Mid Level

3+ years exp

CPM Educational Program is dedicated to empowering mathematics students and teachers through exemplary curriculum and professional development. The Customer Success Manager will support the largest districts, ensuring they achieve maximum instructional and student-outcome value through onboarding, engagement leadership, and proactive risk mitigation.

E-LearningEducationNon ProfitProfessional Services

Responsibilities

Conduct Curriculum Review meetings with your customers to better understand and satisfy current needs, identify future needs through discovery and execute resolution or escalate

Execute customer success strategies to enhance retention and expansion while progressing customers through the PL customer journey

Monitor and enhance customer license assignment and usage

Monitor and improve net promoter score (NPS) response rates and overall satisfaction scores

Respond to all NPS comment queries and resolve customer challenges or escalate as appropriate (including opening formal risks)

Collect and analyze feedback to continuously refine the customer experience

Collaborate with the Customer Acquisition Team for new committed customers and others as necessary to provide onboarding services

Ensure the onboarding process takes place for all new and existing enterprise customers that are eligible for managed onboarding. Promote and increase attendance for all F1 required teachers

Promote and increase attendance for F2, F3 and Building on attendance for all F1-required teachers and newly assigned teachers

Provide technical onboarding options for integration and ensure that customer’s onboarding needs are met by partnering with technology using the technical onboarding process

Develop and execute strategies to increase Foundations participation and engagement

Lead execution of PL through matrixed cross-functional facilitation teams of non-direct reports, driving performance improvement, consistency, and instructional excellence across large district implementations. This includes unique techniques for discovery, survey and attendance tracking to best meet the needs of the customer

Ensure Implementation Support Visits (ISVs) occur as required and are accurately documented

Identify opportunities to expand contracted PL services to meet evolving customer needs

Ensure PL facilitators are aligned with best practices and instructional goals

Ensure PL locations are identified and reserved on time annually in order to facilitate maximum teacher attendance within the budget and guidelines of the department

Implement techniques to capture accurate PL attendance and increase survey responses as well as missing discovery responses from key districts as they attend PL

Manage the E2E renewal process, ensuring high retention rates and accurate closed lost reasons

Expand the usage rates of CPM by addressing the expansion needs of existing districts and identifying CPM qualified schools (Middle & High Schools) that have not adopted CPM. Influence them to adopt CPM or identify the reason (closed lost) that they haven’t adopted CPM

Develop techniques for overcoming objections to CPM adoptions (Change Management, Collaborative learning etc.) and closed lost reasons when they are encountered

Track and analyze closed-lost renewal & Expansion reasons to improve future retention techniques

Proactively address churn risks, identifying patterns, solutions, and designating customers at risk

Increase customer engagement by identifying opportunities for additional professional learning or curriculum support

Utilizing HubSpot to record and manage primary and secondary at risk definitions and infrastructure as an early warning system to identify customers at risk of churn

Proactively engage with at-risk customers, creating a success plan and executing it in an effort to get the customer off of risk and improve retention

Collaborate with internal teams to resolve customer challenges before they escalate externally

Implement data-driven strategies to improve renewal forecasting and retention efforts

Represent the voice of the customer internally by escalating issues as necessary

Collaborate with the regional CSM for mathematics education in the locations of the enterprise customers

Stay informed on state-specific education policies, curriculum standards, and instructional trends

Build relationships with key stakeholders, including district leaders and educators, to position CPM as a trusted resource

Coordinate trade show logistics for national conferences, ie. NCSM/NCTM, AMLE, BTC

Attend national and identified regional conferences to meet and engage current and prospective customers to generate leads

Additional responsibilities aligned with the needs of the organization

Qualification

Customer Success ManagementK-12 Education KnowledgeChurn AnalysisCRM ProficiencyProfessional Learning ManagementData-Driven StrategiesRelationship BuildingPresentation SkillsTime Management

Required

Over three years of experience in Customer Success, Professional Learning, or Account Management, preferably within K–12 education, EdTech, or textbook publishing

Deep knowledge of mathematics education and curriculum standards

Experience mentoring educators or facilitators

Proven ability to drive renewals, expand services, and proactively resolve at-risk accounts

Expertise in churn analysis, customer retention strategies, and success metrics

Strong presentation, training, and relationship-building skills

Proficiency in CRM platforms such as HubSpot and Salesforce

Use of customer success analytics tools to deliver measurable impact and sustained client satisfaction

High level of integrity, industriousness, and passion for transforming education

Exceptional time management, prioritization, and organizational skills

Excellent verbal and written communication skills

Benefits

Medical: Covers full premiums for employees and partial for dependent(s). Includes a High-Deductible Health Plan paired with a Health Savings Account (HSA), featuring fixed contributions per pay period into employee HSA accounts.

Dental and Vision: Covers part of dental and vision premiums for employees.

Life and Disability Insurance: Fully covers term life insurance and long-term disability insurance. Employees may opt for short-term disability coverage through post-tax payroll deductions.

Health and Flexible Savings Accounts (HSA/FSA): Includes employer contributions to HSA, with voluntary employee funding options. FSA provides pre-tax deduction benefits for eligible expenses funded by the employee.

Paid Leave: Provides generous personal leave accruals based on years of service for full-time employees. Sick leave is provided to all full-time employees, while part-time employees in states with mandated sick leave laws also receive sick leave. Volunteerism leave is accessible to full-time employees after completing one year of service.

Holidays: Includes office closures for major holidays and includes a winter break from December 22 to January 4.

Retirement Savings: Matches employee 401(k) contributions up to 5% once eligibility requirements are met.

Phone/Internet Reimbursement: Offers a flat reimbursement for employee phone/internet expenses.

The Extras: Provides additional perks, such as discounts and services for laser vision correction, hearing aids, EAP, teeth whitening, travel assistance, will preparation, legal document drafting, and identity theft awareness and prevention.