Customer Success Manager - EdTech (remote)

Job Description

Job Description

Company Overview :

Securly, Inc. is a leader in AI-driven student safety and wellness solutions for K-12 schools, protecting over 20 million students across 20,000 schools globally.

Our award-winning technology continues to set new industry standards, recognized for innovation and an inclusive, collaborative workplace.

Job Summary :

As a Customer Success Manager, you will manage relationships with approximately 300 small school districts in Western US, ensuring they achieve their safety and wellness goals using Securly's product suite.

Reporting to the Director of Customer Success, your role is critical in driving revenue growth through consultative solution selling, upselling, and cross-selling.

You'll serve as a trusted advisor, helping clients maximize the value of our technology and ensuring their long-term success.

Key Performance Objectives (KPOs) :

First 30 Days :

• Product Mastery : Build a solid understanding of Securly's product suite, including key features and value propositions.
• Customer Engagement : Establish relationships with all assigned accounts and begin assessing their needs.
• Health Score Review : Analyze customer health scores to identify immediate areas for improvement.

First 90 Days :

• Customer Health Improvement : Increase at least 80% of accounts to the "green" zone for customer health through strategic interventions.
• Upsell Opportunities : Identify upsell and cross-sell opportunities in at least 10% of your accounts, initiating conversations.
• Customer Satisfaction : Achieve a CSAT score of 80% or higher demonstrating strong client engagement.

First 6 Months :

• Relationship Building : Develop trust with key stakeholders, ensuring alignment with their long-term goals.
• Customer Advocacy : Cultivate at least five customer advocates for case studies or testimonials.
• Cross-functional Collaboration : Partner closely with sales, marketing, and product teams to drive customer success strategies.

First Year :

• Revenue Growth : Achieve 20% account revenue growth through targeted upselling and cross-selling.
• Retention and Churn Reduction : Exceed retention goals of 85% and reduce churn to below 1%.
• Customer Health Management : Maintain at least 80% of accounts in the "green" zone, ensuring customer satisfaction and product adoption.

Skills and Qualifications :

• Influential Communication & Active Listening : Ability to deliver tailored presentations and align communication with client needs.
• Grit, Resilience, & Growth Mindset : Proven ability to overcome challenges, maintain focus, and drive continuous improvement.
• Adaptive Thinking & Problem-Solving : Demonstrated success in handling objections, providing creative solutions, and negotiating beneficial terms.
• Product & Industry Knowledge : Deep understanding of product features and industry trends; K-12 experience is a plus.
• Strategic Research & Prospecting : Ability to identify new opportunities and prepare effectively for client engagements.
• Client Engagement & Relationship Management : Proven experience in building long-term client relationships and identifying upsell opportunities.
• Time Management & CRM Proficiency : Expertise in using CRM systems such as Salesforce, Gainsight, and Outreach to prioritize tasks and optimize engagement.
• Sales Acumen : Experience in identifying upselling and cross-selling opportunities in the EdTech / K-12 space, with a proven track record in managing sales cycles.

Employee Value Proposition (EVP) and Benefits :

At Securly, you'll play a pivotal role in advancing student safety and wellness in K-12 schools while leveraging cutting-edge technology to build strong client relationships.

As a Customer Success Manager, you'll thrive in a remote-first, supportive culture that promotes both professional growth and personal well-being.

• Competitive Compensation : We offer a robust salary structure complemented by performance incentives to reward your hard work and dedication.
• Health and Well-being : Our extensive benefits package includes top-tier health, dental, and vision insurance, supported by a company-sponsored 401(k) match, ensuring your financial security today and into retirement.
• Parental Leave : We support new parents with 12 weeks of fully-paid parental leave, giving you precious time to bond with your newborn or newly adopted child without financial worry.
• Flexible Time Off : Enjoy the freedom of unlimited vacation, over eight paid holidays, and special summer Friday half-days.

We also provide a full week of paid leave at year-end, encouraging you to rejuvenate and spend quality time with loved ones.

• Professional Growth : Fuel your career growth with a $1,000 annual stipend for professional development, fostering a growth mindset and continuous learning.
• Remote-First Culture : Our remote-first approach promotes a flexible working environment, helping you maintain a healthy balance between your professional responsibilities and personal life.

Securly is an Equal Opportunity Employer and is committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status.

We welcome candidates from all backgrounds and encourage you to contact HR for accommodation during the application or interview process. #LI-remote #LI-DO1