Digital Customer Success Manager

Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is a leading primary learning experience company. Our award-winning platform and digital curriculum products help teachers deliver joyful, accessible instruction. Through interactive lessons, digital portfolios, and two-way communication, Seesaw keeps everyone in the learning loop, providing visibility into student learning and helping schools celebrate progress.

• →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.

• 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.
• Respond to customer inquiries within team SLAs, maintaining timely communication and consistent follow-through.
• Follow established workflows while exercising sound judgment, proactively identifying blockers, and escalating issues when needed.

• Partner with your Manager and cross-functional teams to deliver a strong customer experience.
• Communicate proactively with teammates, providing timely updates on requests, commitments, and blockers.
• Actively seek and apply feedback to strengthen customer conversations, prioritization, and execution.
• Support shared team goals through collaborative customer coverage, knowledge sharing, and problem-solving.
• Bring forward ideas and recommendations to improve customer experiences and team processes.

• 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.

• 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.