Scaled Customer Success Manager

Location: Remote located with ability to travel 25% of the time.

Who We Are

Informed K12 is transforming how school districts operate by bringing critical workflows online with the unique flexibility needed to serve the school community. In many ways, district-level processes have the greatest impact on student outputs and outcomes. However, today many school districts across the country remain stuck with fragmented, inefficient processes that lack cohesion. It only takes a single process to fail to lead to funding, staffing, and financial risk. At large, this may lead to budget overruns, compliance risks, and service disruptions to students and teachers.

Our platform enables educators and administrators to orchestrate their processes to run more efficient, transparent, and compliant school districts—so they can focus on what matters most: students.

We partner with educators and administrators to drive sustainable change across their organizations. As we scale, we’re looking for a Customer Success  Manager who can build strategic partnerships, develop and execute account strategies, and influence change through data-driven insights and deep relationships.

About the Role

At Informed K12, the Customer Success Team is considered a competitive advantage, engaging with our clients with a consultative approach. We leverage our expertise to provide school districts with a clear path to large scale success and transformation. 

The CSM leads the long game: co-architecting a high-impact partnership built on sustained value. Through data, storytelling, and strategic influence, you’ll help districts not only adopt technology, but win internal buy-in, modernize critical processes, and become models of operational excellence.

This isn’t a reactive support role. It’s about building belief in what's possible and being the trusted advisor who helps districts get there.

• Manage the growth and renewal of a ~100 accounts nationwide portfolio with a data-driven approach.
• Monitor district health scores and usage data to assess risks and opportunities, identifying appropriate course of action.
• Identify opportunities to automate processes and build scalable customer success strategies to manage a large customer base efficiently. 
• Work cross-functionally to develop and optimize digital workflows that help drive adoption, expansion, and renewal.  
• Act as a trusted digital advisor to customers, even at scale, to ensure they are achieving their business goals with the product. 
• Track, report, and optimize KPIs related to digital customer success initiatives.

• Understand client business priorities, goals, and risks 
• Craft business-aligned success plans for expansions
• Escalate early risks and own mitigation strategies using data and evidence

• Connect the dots between product capabilities and district needs, presenting bold but grounded paths forward
• Own the account plan and narrative: “Here’s where you are. Here’s where we’re going. Here’s what greatness could look like.”

• Build and deploy strategies to earn trust across multiple stakeholders —from cabinet-level leaders to operational doers at scale
• Position yourself as a consultative, reputable partner
• Maintain account momentum by aligning internal teams and clients around shared goals
  

• Use data and storytelling to show progress, drive adoption, and frame impact, communicating that effectively through digital channels
• Identify new use cases and opportunities for expansion that are tied to business outcomes
  

• Step into complex or ambiguous challenges and provide structure, clarity, and a confident path forward
• Hold both clients and internal teams accountable to timelines, outcomes, and commitments
• Escalate when needed, but more importantly, unblock proactively

• You’re a strategic consultant who brings both analytical and client engagement skills to partnerships
• You move fast, but thoughtfully, using data and context to prioritize the most important work
• You are comfortable with ambiguity and excel at building clarity over time
• You’re a natural relationship builder with a knack for persuading executive stakeholders toward beneficial outcomes

Qualifications:

• 4-8  years in customer success with at least 2 years of experience working with large portfolios (~100 accounts)
• Demonstrated success in managing and expanding customer accounts and experience preventing churn under difficult circumstances
• Strong analytical and problem-solving skills, with the ability to identify trends and drive data-informed decisions
• Experience implementing solutions, driving change management, and evangelizing outcomes 
• Early-stage startup experience, or experience working in an entrepreneurial environment
• Experience driving success when working with highly complex organizations, ideally in K12
• Highly developed Growth Mindset, Intrinsic Motivation, Emotional Intelligence, Accountability, and Systemic Thinking skills.

• Want to do rewarding,  high-stakes, high-impact work in public education
• Think in frameworks, influence with empathy, and build trust quickly
• Feel comfortable challenging clients and your own teammates when it’s what’s right
• Want to help school districts win not just adopt software

…we want to get to know you!