Digital Customer Success Manager at Seesaw · LumiJobs
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Seesaw Digital Customer Success Manager supporting UK school and district customers to drive engagement, retention, and growth. Manages a high-volume portfolio and helps customers realize value from Seesaw's platform.
Responsibilities
We're hiring a Digital Customer Success Manager to support our school, Multi-Academy Trust, and district customers across the UK. This role is ideal for someone early in their Customer Success career who is excited to build skills in customer engagement, retention, expansion, and adoption.
You'll manage a high-volume portfolio of customers, proactively building relationships, driving renewals, identifying growth opportunities, and helping schools realize the value of Seesaw. We're looking for someone who takes ownership, thrives in a fast-paced environment, and brings strong communication, organization, and problem-solving skills.
Customer Engagement, Retention & Growth
Manage a high-volume portfolio of customers through proactive email, phone, and virtual outreach.
Build relationships with school/Multi-Academy Trust/district leaders, understand their goals, and connect Seesaw's value to their priorities.
Own customer renewals, meeting quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
Proactively identify renewal risks, budget concerns, and expansion opportunities, taking action to address them.
Drive product adoption through customer goal-setting, implementation planning, and sharing relevant resources and best practices.
Product & Operational Excellence
Develop strong knowledge of Seesaw's platform, curriculum products, AI capabilities, and Professional Learning offerings.
Manage customer communications, renewal opportunities, and tasks accurately in Salesforce, Planhat, Front, and other tools.
With guidance from your manager, prioritize daily work based on customer needs, renewal timelines, risk, and revenue opportunities.
Qualification
Familiarity with SalesforceSkills & Key CompetenciesCommunicationOrganizationOwnershipSolutions-OrientednessGrowth MindsetOur company participates in E-Verify
Required
1–2 years of experience in Customer Success, Account Management, Sales, or another customer-facing role; EdTech or SaaS experience is a plus.
Experience engaging customers through email, phone, and virtual meetings.
Experience working with UK schools or an understanding of the UK education landscape is a plus.
Familiarity with Salesforce, Planhat, Front, Gainsight, or similar tools is a plus.
Skills & Key Competencies
Communication: Strong written and verbal communication skills, with the ability to build relationships and lead effective customer conversations.
Organization: Highly organized, with strong attention to detail and the ability to prioritize competing demands in a high-volume environment.
Ownership: Proactive, dependable, and comfortable taking ownership of tasks and commitments through completion.
Solutions-Orientedness: Curious and solutions-oriented, with a willingness to ask questions, learn quickly, and take initiative.
Growth Mindset: Receptive to feedback and motivated to continually improve.
