Company Description: Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry. We are a growing, values-led community of employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning. Veracross is five product brands in one global tech company - Veracross SIS is a one-person, one-record school management platform - Magnus Health provides cloud-based Student Health Record (SHR) solutions - Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps. - Epraise incentivizes student well-being and connects teachers, students, and families. - Firefly provides an online learning space for students and teachers Role Summary: The Manager, Customer Success, North America leads the North America Customer Success team and is accountable for team performance across retention, qualified opportunity generation, and SIS lead creation. This role owns team coaching, churn forecasting, renewal execution, and operational consistency across the regional portfolio.  The Manager partners closely with Sales, Support, Implementation, Product, and leadership to reduce churn, expand customer value, and build a high-performing team. This role may retain a limited strategic portfolio, but its primary focus is team leadership and regional execution.  Job Responsibilities: - Lead, coach, and develop the North America CSM team, including Team Leads where applicable.  - Set clear expectations tied to retention, qualified opportunity generation, SIS lead creation, and account management discipline.  - Own regional churn forecasting and lead regular risk reviews to ensure risks are identified early, documented clearly, and actively mitigated.  - Step into high-risk or high-value customer situations as needed to support save plans, renewals, and executive alignment.  - Ensure renewals are managed proactively, forecasted accurately, and documented cleanly in Salesforce.  - Drive expansion discipline by coaching CSMs on opportunity identification, lead quality, and effective partnership with Sales.  - Enforce consistent use of Salesforce and Catalyst for health monitoring, risk tracking, task management, and account planning.  - Partner cross-functionally with Sales, Support, Implementation, and Product to resolve escalations and improve customer outcomes.  - Hire, onboard, manage, and develop talent, including succession planning for future Team Leads and Managers.  - Provide regular reporting and recommendations on regional risk, team performance, process gaps, and staffing needs.

• Build and maintain strong client relationships, ensuring needs are met and expectations exceeded. • Coordinate deployments to ensure smooth implementation of Red-on-line’s solutions. • Monitor client organisations to anticipate risks and challenges affecting satisfaction and retention. • Facilitate communication between clients and internal teams (Product, Support, Delivery). • Gather insights to support Sales-led Quarterly Business Reviews (QBRs) and identify opportunities for strategic discussions. • Share client feedback to influence product development and process improvements. • Track client engagement, compliance progress, and key success metrics. • Maintain accurate records on collaboration tools and provide tailored client updates. • Use insights to support strategic decision-making and proactive risk mitigation. • Stay informed on client needs, industry updates, and business challenges. • Proactively recommend solutions to enhance client performance and results. • Support clients in maximising the value of Red-on-line’s offerings.

• Responsible for the day-to-day management of Cashwave’s Tier 1 client accounts, ensuring high levels of customer satisfaction • Lead the growth strategy for existing accounts while growing and building strong, long-lasting relationships with high level executives and decision makers • Lead the negotiation, creation and renewal of customer contracts • Upsell, cross sell and renew accounts for top customers ensuring a growth mindset • Outline and execute a clear growth plan for all accounts while fine-tuning and redeveloping as necessary • Map and understand the organisational structure of the customer company, ensuring that we maintain strategic partnerships across all areas of the customer, in order to maximise our “deep roots” within each account • Become a strategic partner to all customers you directly and indirectly manage • Be an expert in our company messaging and be able to have senior level conversations concerning the benefit and impact of global strategy including sighting results attained and example stories regarding other client services by Cashwave • Serve in a highly visible, client-facing role which requires excellent oral and written communication skills • Build, grow and liaise relationships between accounts and internal executive level team • Maximise the success of all accounts • Consistently live up to Cashwave’s core values and be a true role model to the team • Maintain detailed knowledge of Cashwave’s products and services • Work with the Catalogue Management team to provide after sales support • Support the Operations Services Manager to create regular reports and customised forecasts and sales presentations • Lead the preparation for Cashwave’s attendance at industry conferences and events • Work with the Marketing team to organise the creation and distribution of monthly newsletters and tailored e-mails plus the production of marketing materials for conferences and events

• Ensure high adoption, retention, and expansion of Eve's suite of solutions among law firm clients. • Achieve and maintain client satisfaction scores above 90%. • Drive a 15% year-over-year increase in average contract value through strategic upsells and cross-sells. • Enable teams at firms using Eve in 90 days or less. • Achieve 90% Case/Matter utilization and 75% adoption of key features. • Generate 5+ annual case studies showcasing ROI. • Provide client feedback to inform product roadmap development. • Achieve 90%+ retention rate through proactive engagement and support.