Senior Customer Success Manager – State Contracts
The Renaissance Network, Inc.
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $68,000 - $93,500 per year
Job Level
About the role
- Provide strategic and operational leadership for a portfolio of large-scale, multi-year state and consortium assessment contracts.
- Own end-to-end program accountability, including scope, budget, timelines, service levels, risk management, and contractual compliance.
- Act as the primary executive-level point of contact for state departments of education, facilitating governance structures, steering committees, and regular executive briefings.
- Define program vision, success metrics, and long-term roadmaps in partnership with state stakeholders and internal leadership.
- Lead and coordinate cross-functional teams across assessment operations, product, psychometrics, technology, data, implementation, sales, and customer success.
- Anticipate, identify, and mitigate strategic, operational, and compliance risks, driving corrective actions and escalation as needed.
- Ensure assessment programs are delivered in alignment with state and federal accountability requirements, accessibility standards, and testing policies.
- Use advanced data analysis and performance metrics to evaluate program health, implementation fidelity, and customer outcomes.
- Drive continuous improvement by standardizing program management frameworks, tools, and playbooks across state assessment engagements.
- Serve as the voice of the customer at the enterprise level, influencing product direction, assessment design, operational processes, and service enhancements.
- Partner with sales and executive teams to support contract renewals, amendments, and growth opportunities, including participation in RFP responses and oral presentations.
- Mentor and provide functional leadership to program managers and customer success professionals, setting standards for excellence and scalability.
- Prepare and deliver executive-ready communications, including program reviews, risk assessments, and strategic recommendations.
- Represent the organization as a thought partner in state education discussions related to assessment, accountability, and implementation best practices.
- Perform additional duties as assigned in support of organizational goals.
Requirements
- Expert-level program and portfolio management capabilities, including governance, financial oversight, and multi-vendor coordination.
- Demonstrated success managing high-risk, high-impact state or government contracts in regulated environments.
- Deep expertise in K–12 education systems, with significant experience in statewide assessment programs.
- Strong understanding of assessment policy, psychometrics, accessibility, and compliance requirements.
- Exceptional executive communication and stakeholder-influence skills.
- Ability to lead through ambiguity, resolve complex issues, and make data-informed strategic decisions.
- Proven experience influencing cross-functional teams and senior leaders without direct authority.
- Strong leadership, coaching, and mentoring skills.
Benefits
- World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
- Health Savings and Flexible Spending Accounts
- 401(k) and Roth 401(k) with company match
- Paid Vacation and Sick Time Off
- 12 Paid Holidays
- Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
- Tuition Reimbursement
- Life & Disability Insurance
- Well-being and Employee Assistance Programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
program managementportfolio managementdata analysisrisk managementcontractual complianceassessment designperformance metricscontinuous improvementfinancial oversightmulti-vendor coordination
Soft skills
executive communicationstakeholder influenceleadershipcoachingmentoringproblem-solvingstrategic decision-makingcross-functional collaborationambiguity resolutioncustomer advocacy