Customer Success Manager

June 18, 2026

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<div>Essential Duties and Responsibilities </div><div>Customer Service and Retention </div><div><div><ul><li>Serve as the first and primary point of contact to manage and nurture a portfolio of K-12 accounts to maximize satisfaction, retention, and growth </li></ul></div><div><ul><li>Train and onboard new K-12 customers through the implementation process, ensuring a seamless post-sale transition </li></ul></div><div><ul><li>Provide ongoing professional development to existing customers on new features and when they assign new contacts or expand usage of their program </li></ul></div><div><ul><li>Organize and facilitate regular customer meetings to ensure a thorough understanding of the needs of each customer's online learning program; drive high levels of satisfaction through consultative recommendations </li></ul></div><div><ul><li>Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address areas of concern </li></ul></div><div><ul><li>Review account and usage data on a regular basis and ensure corresponding, tailored outreach to each customer </li></ul></div><div><ul><li>Consistently engage with customers and uncover the "Whys?" behind their feedback to identify root causes and opportunities </li></ul></div><div><ul><li>Communicate all product enhancements, technological updates, and other pertinent information to customers in a timely and professional manner </li></ul></div><div><ul><li>Regularly monitor customer attrition risks; outline and document proactive solutions to minimize and mitigate flight risks within your assigned portfolio </li></ul></div><div><ul><li>Manage difficult customer feedback with high levels of tact and diplomacy </li></ul></div><div><ul><li>Build relationships by providing consistent value and fostering customer loyalty </li></ul></div><div><ul><li>Maintain a clear understanding of customer contracts, including pricing, renewal details, and SLAs, through the company's CRM platform </li></ul></div><div><ul><li>Demonstrate a clear understanding of all course offerings and technical requirements of the program </li></ul></div><div><ul><li>Resolve customer issues promptly and ensure a positive customer experience </li></ul></div><div><ul><li>Collect, evaluate, and act on customer data to inform relationship-building and enhancements </li></ul></div><div><ul><li>Demonstrate the product to existing and prospective customers, as needed </li></ul></div><div><ul><li>Travel to visit customers or attend conferences and trade shows, as needed </li></ul></div><div><ul><li>Speak and present at trade shows and conferences, as needed </li></ul></div><div> </div><div>Customer Growth and Expansion </div></div><div><div><ul><li>Proactively identify customer needs and promote tailored solutions </li></ul></div><div><ul><li>Educate customers on solution value through data-informed relationship building and communication </li></ul></div><div><ul><li>Consult with customers on K-12 online learning best practices and Harris Digital Learning's solutions </li></ul></div><div><ul><li>Encourage customers to expand their licensed products and services </li></ul></div><div><ul><li>Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal, in joint communication with assigned Sales personnel </li></ul></div><div><ul><li>Participate in customer expansion projects, as assigned </li></ul></div><div> </div><div>Cooperation with Internal Teams </div><div><ul><li>Collaborate with internal teams (e.g., Teaching Staff, Course Development, Sales & Marketing, Product and Software Development) to troubleshoot issues and propose enhancements </li></ul></div><div><ul><li>Attend regular internal meetings and act as the customer representative to ensure that decisions made are customer-focused and data-informed </li></ul></div><div><ul><li>Assist with customer requests to ensure messaging is consistent, timely, and aligned with each customer's needs </li></ul></div><div><ul><li>Find a balance between customer needs that will drive revenue and retention, as well as keeping the best interest of Harris Digital Learning in mind </li></ul></div><div> </div><div>Required Skills and Qualifications </div><div><ul><li>Experience in account management, customer success, and/or K-12 online learning </li></ul></div><div><ul><li>Keen discernment for solutions that are beneficial to both the customer and Harris Digital Learning </li></ul></div><div><ul><li>Excellent communication, negotiation, and interpersonal skills </li></ul></div><div><ul><li>Strong listening and questioning skills to gain a strategic understanding of customer needs and challenges </li></ul></div><div><ul><li>Ability to build relationships with educational leaders, including principals and superintendents </li></ul></div><div><ul><li>Strong understanding of curriculum and instruction </li></ul></div></div><div><div><ul><li>Familiarity with Microsoft Office (Excel, PowerPoint, Word, Outlook), Google Drive, and online technologies </li></ul></div><div><ul><li>Ability to analyze data to measure account performance </li></ul></div><div><ul><li>Experience using customer relationship management (CRM) systems or inbound marketing, sales, and customer service platforms </li></ul></div><div><ul><li>Strong understanding of project and program management </li></ul></div><div><ul><li>Proactive, organized, and adept at managing multiple accounts simultaneously </li></ul></div><div><ul><li>High degree of flexibility and demonstrated ability to thrive in a fast-paced work environment </li></ul></div><div><ul><li>Ability to work and think independently within a framework of best practices </li></ul></div><div><ul><li>Excellent writing skills </li></ul></div><div>Education and Experience </div><div><ul><li>Bachelor's degree in education, business, or a related field with 5 to 7 years of experience in account management, customer success, or the online learning space </li></ul></div><div><ul><li>Three to five years of working in a traditional (brick and mortar) or virtual school, OR previous experience in customer success or sales in an educational setting </li></ul></div><div><ul><li>Experience facilitating or participating in an e-learning or online learning course preferred </li></ul></div><div> </div><div>Performance Metrics </div><div><ul><li>Client Net Promoter Scores and feedback </li></ul></div><div><ul><li>Customer retention and attrition risk mitigation within assigned portfolio </li></ul></div><div><ul><li>Account growth (renewals, increased enrollments, and upsells) </li></ul></div><div><ul><li>Timely resolution of client concerns and issues </li></ul></div><div><ul><li>Appropriate escalation of client issues </li></ul></div><div><ul><li>Contribution to overall Harris Digital Learning revenue goals </li></ul>Salary range: $45,000 - $50,000 per year.</div></div>

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