• Own and manage a portfolio of district and charter school partners through the customer journey • Provide end-to-end support to finalize schedules; this will require problem-solving through complicated constraints and unique school needs • Develop strategic relationships with key stakeholders including lead schedulers, principals, district leaders, and other members of the scheduling teams • Track success metrics for each partner, ensuring high levels of satisfaction and renewal rates • Serve as a strategic thought partner to district and school-based teams to ensure their schedule aligns to their unique priorities • Drive the end-to-end implementation process for each partner across a portfolio of schools • Lead onboarding and training for new and returning partners • Support the data integration process by collaborating with partners’ IT teams and the data integration team, owning aspects of the data transfer process (e.g., appropriately structuring data files for upload into the app) • Troubleshoot complex technical issues as the external representative of the company, with support from the product & engineering team • Communicate and coordinate cross-functionally across sales & marketing and product & engineering teams to share customer feedback and relevant insights into implementation that will improve sales, product, and overall solution • As a young company, the School Success team contributes to sales efforts in the scheduling “off-season,” including joining sales pitches, leading product demos, answering questions from prospective school partners, and liaising with schools through the procurement and contracting process • Pitch in wherever and whenever is needed to contribute to team success • The small and quick-moving team is committed to both impact and financial success, and this role works hand-in-hand with leaders across functional areas in making and implementing major decisions that determine the company’s future

Our Customer Operations Manager plays a critical role in driving initiatives that enable a high-performing Customer Success team, enhance customer experience, and improve operational effectiveness to enable scalable growth. This role partners closely with Customer Success to optimize reporting and workflow as well as leads cross-functional optimization projects from concept through execution. The ideal candidate brings strong business acumen, analytical rigor, healthcare industry experience, and the ability to translate customer insights and data into operational improvements that drive measurable business outcomes. This position can be remote and reports directly to the Director of Customer Operations.  Responsibilities:   - Partner with Customer Success teams and internal stakeholders to design and deliver strategic customer operations projects that create measurable customer value and support profitable growth  - Maintain current market knowledge including customer needs, industry trends, and competitive insights  - Develop cost-benefit analyses in partnership with Finance and Customer Operations leadership to ensure sound investment decisions and long-term business viability.  - Analyze and interpret data to identify customer opportunities, uncover root causes of issues, measure project impact, and drive continuous improvement  - Monitor and mines data to identify opportunities and root causes of issues, measures impact of projects and drive continuous improvement  - Leads cross-functional projects to drive continuous improvements in customer experience and satisfaction  - Propose solutions to customer pain points and issues supported by customer intelligence, business knowledge and data analysis   - Proactively identifies risks and escalates issues; recommends mitigation steps  - Foster a collaborative, solution-oriented culture across Cozeva + Vatica teams  - Support development and maintenance of Customer Help Center content, including product updates and release documentation  - Enable Customer Success with actionable reporting, dashboards, and analytics to manage and optimize performance   - Help optimize core Commercial systems (e.g., Salesforce) and Growth Analytics to improve Customer Success workflows and reporting  - Present project updates, analyses, and proposals clearly and concisely in internal forums; support client-facing communications as needed.

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.