• Execute operational activities to support Customer Success, including reviewing price quotes, assigning account team members, formatting and sending automated customer communications • Work closely with Customer Success, and with cross-functional teams, to ensure effective execution of operational activities • Develop and maintain a deep understanding of our Customer Success tools, processes and procedures • Provide internal end-user support for Customer Success tools • Identify areas for process improvement and propose solutions to increase efficiency and scalability

• Manage a portfolio of our largest district partnerships • Own the renewal and expansion process for your portfolio • Lead consultative meetings with key district stakeholders using data • Develop strategy for each account, identifying expansion targets and cancellation risks

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role is a senior leadership position overseeing a dedicated Customer Success team focused on driving client satisfaction, retention, and account growth. The Sr. Manager, Customer Success will lead the execution of strategies that enhance the customer experience across multiple digital marketing channels, including SEO, PPC, social media, and content marketing. Operating at the intersection of client advocacy, team leadership, and strategic account management, this position ensures alignment between client needs and business objectives. The ideal candidate combines hands-on digital marketing expertise with proven leadership skills to mentor high-performing teams and deliver measurable growth. This role provides the opportunity to influence key enterprise accounts while fostering a customer-centric culture across the organization. - Lead and mentor a high-performing Customer Success team, fostering collaboration, accountability, and continuous improvement. - Act as a client advocate, ensuring client needs are understood, communicated, and addressed across departments. - Oversee the management of key accounts, ensuring high-value deliverables are executed with precision. - Develop and implement strategies to drive customer retention, upsell, and cross-sell opportunities. - Monitor and analyze customer success metrics (e.g., retention rates, satisfaction scores, revenue growth) to inform strategic decisions. - Collaborate with Sales, Marketing, and Operations to resolve client issues and optimize account performance. - Provide hands-on guidance for technical challenges in digital marketing channels and support team development in account stewardship. Qualifications - 10+ years of experience in client/account management and customer success in a client-facing environment. - 7+ years leading and building high-performing Customer Success teams. - 5+ years of experience in digital marketing, including SEO, PPC, social media, and content marketing. - Strong analytical skills to measure success metrics, identify trends, and implement data-driven improvements. - Excellent communication, presentation, and interpersonal skills to manage internal and client relationships. - Proficiency with CRM tools and Microsoft or Google Office Suite. - Bachelor’s degree in business, marketing, or related field preferred. - Proven track record in retention and account growth, achieving high customer satisfaction and business outcomes. Benefits - Competitive salary and performance-based incentives. - Comprehensive health, dental, and vision coverage. - Retirement savings plan with employer match. - Flexible work environment with remote options. - Paid time off and holidays. - Professional development opportunities and career growth support. - Inclusive, collaborative, and diverse workplace culture. Company Description

• Manage a portfolio of clients in a Low Touch model • Follow engagement plans for Low Touch accounts • Customer support: respond to basic inquiries and provide initial assistance • Log customer interactions in Sense Data, collect feedback and report insights • Monitor Net Promoter Score (NPS) for accounts in the portfolio • Reach out to customers identified as detractors in the NPS • Handle cancellation requests and identify churn reasons • Identify expansion opportunities (upsell and cross-sell) within the customer base