Manager of Digital Customer Success

About Us:

Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is the only elementary learning experience platform, offering a suite of award-winning tools, resources, and curriculum for teachers to deliver joyful, inclusive instruction.  Through interactive lessons, digital portfolios, and two-way communication features, Seesaw keeps everyone in the learning loop by providing continuous visibility into the student's learning experience to support and celebrate their learning.

Our Mission:

Seesaw’s mission is to provide every elementary student with joyful and connected learning experiences that lay the foundation for success in life. 

Your Role:

We are seeking a strategic, data-driven Manager of Customer Success to lead our Digital (scaled) segment. This leader will manage a team of five, including Customer Success Managers and Team Leads, supporting single-school customers across the U.S. and international markets.

This role supports both U.S. and international employees, including team members in Jordan and the UK, and requires collaboration during early Eastern Time hours. Due to these required working hours, this role must be based in the Eastern or Central time zones of the United States. Candidates in other time zones will not be considered.

The Manager is responsible for renewal performance, activation strategy, and lifecycle automation across a high-volume, digital-first portfolio, driving predictable revenue outcomes and scalable growth.

This is a highly collaborative role, partnering closely with Revenue Operations, Finance, and Marketing leaders. Success requires strong cross-functional experience, executive communication skills, and the ability to influence stakeholders across the organization.

Your Responsibilities:

Revenue & Retention Performance

• Own renewal forecasting and Net Revenue Retention (NRR) across the Digital segment
• Drive strategy to increase retention at scale. 
• Reduce past-due renewals through structured outreach and proactive risk management
• Optimize renewal automation and self-serve motions to improve efficiency and conversion
• Team delivery on meeting and exceeding renewal and expansion goals 
• Pipeline management of renewal/expansion targets and report out on key metrics
• Analysis of  industry trends and performance metrics to drive execution and accelerate results

Customer Health, Activation & Lifecycle Strategy

• Improve customer health and adoption across a digital-first portfolio
• Continuously optimize renewal journeys and the self-serve renewal experience
• Identify at-risk signals and build proactive intervention plays

Cross-Functional & Operational Leadership

• Partner regularly with Revenue Operations, Finance, Marketing, and Customer Operations to align forecasting, automation, and campaign strategy
• Reduce manual CSM workload through process improvements and scalable systems
• Support international territories (MENA, AUS, UK) while ensuring global consistency in playbooks and execution

Team Leadership & Performance Management

• Inspire, attract, and manage a team of 5 high-performing CSMs and drive all aspects of developing leading and coaching with a high focus on the teams metrics and scorecard
• Drive weekly forecasting rigor and KPI accountability
• Coach onboarding, product launches, and skill development to elevate team performance

Your Requirements:

• 5+ years in Customer Success, Account Management, or Retention
• 2+ years people management experience
• Experience managing renewal forecasting and revenue targets 
• Strong analytical skills — comfortable using dashboards and performance data
• Experience building or optimizing lifecycle automation using industry standard tools. 
• Experience in SaaS, EdTech, or scaled customer segments preferred
• Proven track record of overachievement, innovation, leading change, and creativity in solving company and team challenges
• Experience building and leading high performing geographically distributed teams, including process definition, documentation, talent sourcing, development, while delivering excellence and driving accountability
• Proven track record of consistently achieving business targets and quotas

Compensation & Benefits:

Our salary ranges are based on paying competitively for our size and industry. Salary is just one part of our total compensation package that includes equity, perks & benefits, and development opportunities at Seesaw. Individual pay decisions are based on several factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Seesawers. It is our expectation that the majority of candidates who are offered roles at Seesaw will land well within our salary ranges based on these factors.

This is an Exempt position. On-target earnings (OTE) for this position are $130,000–$160,000 annually.

Benefits include: Medical/Dental + Orthodontics/Vision Coverage, 401k Match, Flexible Paid Time Off, Mindfulness First Fridays, Monthly Technology Stipend, Home Office Setup Stipend, Professional Development Stipend, Paid Parental Leave, Charitable Donation Matching, Volunteer Days.

Seesaw cares about building a diverse and inclusive team to better advocate for the needs of our incredibly diverse K-12 users.

We prioritize work-life balance and actually walk the walk — we care a lot about our work, but care more about our employee's well-being. We encourage everyone to work at a sustainable pace and have a flexible vacation policy that people actually use.

Seesaw provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religious creed, color, sex, sex stereotype, gender, gender identity/gender expression/transgender, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, or military or veteran status. In addition to federal law requirements, Seesaw complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Seesaw is committed to protecting your personal data. Learn more about the personal information we collect, how we use it, and how to exercise your rights here: U.S. Privacy Notice.