• Responsible for providing comprehensive administrative and clerical support to the Customer Success team, ensuring daily activities run smoothly and align with overall business objectives • Maintain accurate payroll records, process PTO and time‑off requests, manage team calendars, document meeting notes, and complete all necessary follow‑up actions in a timely and organized manner • Responsible for report knowledge and generation to support the managers and team • Assist managers with tracking activities, including Salesforce documentation • Administer payroll needs including PTO calendar/forms, weekly schedules and time adjustments • Order and distribute office and technology supplies as needed for the Customer Success team; including new hires • Update and maintain distribution lists as needed, including but not limited to email and mail lists • Attend and document all team meetings including any follow up and work streams identified • Contribute to motivating and building a positive working environment to include scheduling and implementation of team building activities, training sessions, and team meetings • Work with business partners to stay abreast of current and changing processes/expectations as developed • Work effectively in situations involving shifting priorities and rapid change, demonstrating ability to cope well with challenging circumstances • Understand and model Scholastic’s mission; contribute to Scholastic’s culture, values, and goals • Maintain business confidentiality relative to sales, marketing, merchandising, financial data, customer lists, compensation, and personnel records • Participate in team training programs, meetings and other activities as appropriate

• Führe, coache und entwickle unser Customer Success Team mit Klarheit, Empathie und hohen Qualitätsansprüchen. • Übernimm die End-to-End-Verantwortung für den Customer Lifecycle: von einem exzellenten, strukturierten Onboarding über Adoption & Value Realization bis hin zu stabilen, langfristigen Partnerschaften. • Du entwickelst KPI-basierte Strategien und Rituale (z. B. Health Scores, QBRs, Success Pläne), um Retention, Kundenerfolg und Expansion messbar zu steigern. • Du erkennst Risiken und Trends frühzeitig, leitest schnell die richtigen Maßnahmen ein und verwandelst Churn-Gefahren in nachhaltige Erfolgsgeschichten. • Skaliere Prozesse und Standards, ohne die Nähe zum Kunden zu verlieren – mit klaren Playbooks, sauberen Handovers, guten Tools und einem Team, das weiß, was „exzellenter Customer Success“ bedeutet. • Du arbeitest cross-funktional mit Product, Customer Success Solutions und Marketing zusammen und gibst Kundenfeedback strukturiert in die Organisation – immer mit Blick auf Kundennutzen und Business Impact. • Du initiierst Kundenevents, Austauschformate und Best-Practice-Programme, die Vertrauen schaffen und unsere Kunden aktiv vernetzen. • Steuere Ressourcen und Budget verantwortungsvoll: Du planst Kapazitäten, priorisierst fokussiert und sorgst dafür, dass dein Team effizient arbeitet.

• Manage a portfolio of Client Success Senior Managers and Managers across a specialty or segment of the business • Provide strategic oversight to ensure exceptional client satisfaction, measurable business outcomes, and long-term client retention • Develop scalable frameworks to align service delivery across clients of varying size and complexity • Build strong partnerships with executive-level client stakeholders, and translate organizational goals into actionable plans for their teams • Lead a team of Senior Managers and Managers overseeing Client Advisors supporting a diverse book of business by specialty or client tier • Drive adoption and execution of consistent client management frameworks and standard operating procedures • Align Client Success objectives with company goals, ensuring clients receive quantifiable value from services and technology • Serve as an executive escalation point for critical client issues, ensuring resolution strategies protect revenue and client trust • Identify trends across the portfolio to develop proactive initiatives addressing churn risk, underperformance, or service delivery gaps • Partner with internal teams to guide enhancements to workflows, processes, tools, and client-facing deliverables • Oversee performance metrics and lead quarterly business reviews for high-value clients as needed • Champion customer voice initiatives across departments, ensuring client perspectives shape service evolution and business strategies.

• Own revenue retention and expansion across the client lifecycle: Onboarding → Adoption → QBR → Renewal → Expansion • Work cross-functionally with Sales and Delivery to turn compliance assessments and remediation work into long-term recurring revenue relationships • Own GRR and NRR performance • Drive renewal execution and expansion strategy • Forecast renewal pipeline • Reduce churn (both logo and revenue) • Develop 3-year value expansion plans for strategic accounts: Compliance lifecycle roadmap, Technology stack alignment, Managed services growth, Upcoming audit milestones • Identify and drive upsell/cross-sell opportunities • Partner with Sales and Service to identify, qualify, and close expansion revenue • Participate in structured QBR / EBR framework • Establish health scoring and churn-risk alerts • Build renewal workflows and expansion tracking in HubSpot • Enforce disciplined account documentation and forecasting • Create escalation paths for at-risk accounts • Ensure clean handoffs from Sales to Delivery/CS • Participate in strategic client calls where expansion opportunity exists • Provide pricing/packaging feedback based on client trends • Support executive-level renewal conversations • Build and mentor Customer Success / Account Management team (In the future) • Define performance metrics and accountability standards • Hire and scale the team as recurring revenue grows • Develop playbooks and structured training