Customer Success Manager, Mid-Market/Enterprise

SchooLinks • Full-time • Remote • 2w ago

Why This Job is Featured on The SaaS Jobs

In SaaS, Customer Success roles at the mid-market and enterprise level sit at the intersection of product adoption, retention, and expansion. This position stands out because it is anchored in long-lived, complex customer environments where usage is distributed across multiple stakeholders, making outcomes dependent on structured rollout, enablement, and executive alignment rather than single-threaded support.

For a SaaS career, the work builds durable operating skills: turning product telemetry into account health narratives, running renewal motions, and translating customer goals into feedback that can shape roadmap decisions. Managing adoption across departments also develops a playbook for land-and-expand dynamics that applies across many SaaS categories, especially where implementation and change management determine value realization.

This role tends to suit professionals who like owning a portfolio end to end and who are comfortable combining relationship depth with analytical follow-through. It is a strong match for someone who prefers planned customer programs, stakeholder management, and repeatable processes over reactive ticket handling, and who wants their impact measured in retention, expansion, and sustained product usage.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

The SchooLinks Customer Success Team is continuing to grow as we expand our partnerships with established districts nationwide. We are seeking passionate, customer-centric team members to manage and grow relationships with our large, complex district partners.

This role focuses on driving product adoption, expanding usage across departments and schools, strengthening executive relationships, and securing renewals. The ideal candidate is strategic, data-driven, and energized by helping districts maximize the value of their SchooLinks partnership.

Your Responsibilities will include...

- Own success metrics for a portfolio of established Mid-Market and Enterprise districts.
- Lead district professional development training sessions ensuring engagement and quality delivery.
- Drive increased product adoption and depth of usage across schools, departments, and user groups.
- Analyze district-level usage, engagement, and outcome data to assess account health and identify expansion opportunities.
- Build and maintain strong director and executive-level relationships within each district.
- Develop and execute account growth strategies that increase product reach and multi-threaded engagement.
- Lead renewal strategy and execution to ensure high retention rates.
- Identify and pursue expansion opportunities aligned to district goals.
- Provide structured, actionable customer feedback to the Product Team gathered through ongoing district engagement.
- Continuously document district goals, challenges, risks, and growth opportunities.
- Maintain accurate and detailed account records in CRM systems such as Salesforce, Gainsight, or similar CS tools.

- 7+ Years Professional Experience
- 5+ years experience in customer success/account management for a SaaS company (ideally in the K12 or EdTech industry)
- Experience with enterprise accounts
- Ability to close renewal and multi-thread to discover expansion opportunities.
- Experience or Ability to work in a remote environment.
- Strong interpersonal skills
- Project management skills (understand task dependencies/sequence and manage of tasks)
- Positive attitude - you can stay optimistic in high stress situations
- Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it.
- Technical Abilities: Google Suite (Sheets, Slides, Etc) & Apple/Mac Required
- Ability to Travel 15-30% of the time to customer meetings, trainings, occasional conferences and company offsite events. This travel largely occurs during Back to School time between June-September.

A reasonable estimate of the on track earnings range for this position is $100,000 - $120,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.

SchooLinks is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.