Edia

Customer Success Manager

Edia

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • 🇺🇸 United States

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Salary

💰 $180,000 - $240,000 per year

Job Level

Mid-LevelSenior

About the role

  • Own a portfolio of small and medium-sized district accounts, serving as a trusted advisor to ensure adoption, value realization, renewal, and expansion.
  • Drive Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) by proactively managing renewals, identifying expansion opportunities, and mitigating churn risks.
  • Design and execute Edia’s scaled engagement motion — including digital onboarding, success planning, nurture campaigns, webinars, in-app messaging, and self-service resources.
  • Use adoption and usage data to anticipate customer needs, identify risks, and prioritize engagement.
  • Implement health scoring and lifecycle automation to ensure the right outreach at the right time.

Requirements

  • Bachelor's or Master's degree in Business, Computer Science, or a related field
  • 4+ years of experience in Customer Success, Scaled Customer Success or consulting role within the technology (SaaS) industry
  • Demonstrated success in managing and expanding customer accounts, driving both gross dollar retention (GDR) and net dollar retention (NDR)
  • Proven ability to build and execute digital engagement programs (email workflows, in-app messaging, webinars, etc.)
  • Strong data literacy — comfortable using analytics to drive decisions and measure impact
  • Excellent communicator who can engage district leaders, educators, and internal stakeholders alike
  • A process builder who enjoys operationalizing systems, not just managing accounts
  • Passionate about improving K–12 education and empowering schools through technology
  • 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.
Benefits
  • Competitive compensation, equity, and benefits package.
  • Hybrid-friendly work environment with flexibility on remote work.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessScaled Customer SuccessDigital Engagement ProgramsData LiteracyAnalyticsHealth ScoringLifecycle AutomationEmail WorkflowsIn-app MessagingWebinars
Soft skills
Excellent CommunicationProcess BuilderOperationalizing SystemsEngagementAdvisory SkillsCustomer Relationship ManagementProblem SolvingAdaptabilityCollaborationPassion for Education
Certifications
Bachelor's DegreeMaster's Degree