Customer Success Manager

Job Description

Edia is a fast-growing Silicon Valley technology company that aims to reshape K-12 education. Over the last two years, Edia has grown to $4M+ in revenue with 35+ employees and is scaling quickly. Today, Edia supports 100+ districts across the country (e.g. New York City, Miami, San Francisco, Fulton County, Minneapolis, Denver) and builds breakthrough AI products to reduce chronic absenteeism, improve math education, enhance graduation rates, and more.

Overview

We're building a best-in-class Customer Success team and looking for a Customer Success Manager (CSM) to play a pivotal role in our growth. As a CSM at Edia, you’ll have the opportunity to make a meaningful impact by accelerating the adoption of our AI-powered platform and expanding our footprint across K-12 districts. In this role, you will be instrumental in ensuring schools and districts realize the full value of Edia, driving student success and educational outcomes. You'll take ownership of Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) by leading strategic account management, deepening customer adoption, and executing targeted expansion initiatives.

Responsibilities

• Strategic Account ManagementDevelop and maintain trusted advisor relationships with key decision-makers and influencers across district leadership, administrators, and educators with a focus on high-value accounts. Guide customers through best practices in AI-powered student success, ensuring they achieve measurable impact in areas such as MTSS, absenteeism reduction, and math proficiency.
• Technology & Industry ExpertiseLeverage deep knowledge of AI in education, the Edia platform, and K-12 challenges to help schools optimize their use of AI-driven insights. Proactively analyze customer adoption trends, usage patterns, and student outcomes to provide data-backed recommendations that drive engagement, retention, and growth.
• GDR & NDR GrowthIdentify upsell and cross-sell opportunities that align with district priorities, ensuring expanded usage of Edia’s platform. Implement proactive retention strategies, mitigating churn by addressing customer needs before they become pain points.
• Customer AdvocacyAct as the voice of the customer, collaborating with product and engineering teams to influence the roadmap with key feature requests and integrations. Translate customer feedback into actionable product enhancements that improve adoption, engagement, and student outcomes.
• Success PlansPartner with customers to develop Joint Success Plans that align Edia’s AI capabilities with district goals, curriculum strategies, and intervention programs. Lead training sessions, webinars, and workshops, equipping educators and administrators with the knowledge to fully leverage Edia’s AI platform.
  
  

Qualifications

• Bachelor's or Master's degree in Business, Computer Science, or a related field
• 5+ years of experience in a customer success, management consulting, technology consulting, or consultative role within the technology (SaaS) industry
• Proven ability to navigate complex enterprise sales environments with multiple priorities and stakeholders
• Strong analytical and problem-solving skills, with the ability to identify trends and drive data-informed decisions
• Exceptional communication and interpersonal skills, adept at building trust, fostering engagement, and influencing executive stakeholders
• Demonstrated success in managing and expanding customer accounts, driving both gross dollar retention (GDR) and net dollar retention (NDR)
• Experience implementing production technology solutions, driving change management, and evangelizing outcomes
• Passion for K-12 education, improving student outcomes and supporting educators through innovative AI-driven solutions
• Startup experience a plus, with the ability to thrive in fast-paced, high-growth environments
• MBA preferred
  
  

Additional Job Details

The expected salary and bonus range for this position is $180,000 - $240,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience. Additional benefits include equity, flexible vacation, especially during school holiday periods, and technology stipend.