Short Overview

Job Title: Senior Customer Success Manager

Department: Client Experience

Reports to: Manager of Customer Success

Work Location: Remote, Atlanta; Remote, Jacksonville; Remote, Dallas; Remote, Houston; Remote, Los Angeles

Position purpose

Abre is seeking a highly motivated and experienced Enterprise Customer Success Manager to join our dynamic team. This team member will be responsible for developing and maintaining long-term relationships across an account portfolio.

As an Enterprise Customer Success Manager, you’ll be responsible for driving strategic initiatives and maximizing client satisfaction across a portfolio of strategic accounts. You’ll develop account strategies and collaborate with cross-functional teams to ensure the successful delivery of Abre products and services to meet clients’ objectives.

You are accountable for achieving growth targets in addition to ensuring customer and product adoption, resulting in quantifiable value realization and client advocacy.

Responsibilities/Duties/Functions/Tasks

• Establish and lead 3+ year joint account strategy and implementation roadmap with assigned districts
• Define and build an effective joint governance model ensuring alignment and sponsorship across the district for various Abre use cases
• Develop and maintain strategic relationships with clients and Abre executives to support priority initiatives and long-term account growth
• Lead the communications of business performance and associated value to the business and district leadership team members
• Drive the adoption of Abre products and innovations within the account through strategic guidance and thoughtful development of Abre use cases that map back to customer priorities and the detailed strategy
• Grow revenues across the district (software and services)
• Orchestrate the account life cycle from vision setting and strategy development through sales and post-sales implementation & training, and ultimately product adoption
• Establish an account-specific framework to identify, evaluate, and complete opportunities to co-innovate in order to address emerging market needs
• Coordinate & facilitate/support critical customer-facing activities including executive engagement, district & school visits, professional development and product training, and ideation workshops

Qualifications

Successful engagement will be defined by long-term retention of the base, growth in revenues, increasing customer satisfaction, and successful execution of co-innovation initiatives.

• Relevant industry expertise demonstrated through thought leadership (K12 Leadership experience strongly preferred)
• Deep experience in both the Software and Services business models
• Proven success leading and delivering on enterprise engagements either internal or through a consultancy
• A background in transformation and change management with referenceable supporting examples
• Deep knowledge of K12 industry trends and Abre’s position relative to those trends
• Experience in developing and driving adherence to a multi-layered governance model supporting multiple district functions and IT with engagement across district executives, department management, and building leadership
• An understanding of the competition and how we are positioned against them
• A creative, problem-solving approach to evolving business challenges
• Willingness to travel (estimated 25%)

Benefits

• Competitive Compensation including performance bonus and equity
• Health, Dental and Vision insurance
• 401k
• Unlimited PTO policy
• Fast-paced, startup environment