Manager of Digital Customer Success

About Us:

Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is the only elementary learning experience platform, offering a suite of award-winning tools, resources, and curriculum for teachers to deliver joyful, inclusive instruction.  Through interactive lessons, digital portfolios, and two-way communication features, Seesaw keeps everyone in the learning loop by providing continuous visibility into the student's learning experience to support and celebrate their learning.

 

Our Mission:

Seesaw’s mission is to provide every elementary student with joyful and connected learning experiences that lay the foundation for success in life. 

 

Your Role:

We are seeking a strategic, data-driven Manager of Customer Success to lead our Digital (scaled) segment. This leader will manage a team of five, including Customer Success Managers and Team Leads, supporting single-school customers across the U.S. and international markets.

This role supports both U.S. and international employees, including team members in Jordan and the UK, and requires collaboration during early Eastern Time hours. Due to these required working hours, this role must be based in the Eastern or Central time zones of the United States. Candidates in other time zones will not be considered.

The Manager is responsible for renewal performance, activation strategy, and lifecycle automation across a high-volume, digital-first portfolio, driving predictable revenue outcomes and scalable growth.

This is a highly collaborative role, partnering closely with Revenue Operations, Finance, and Marketing leaders. Success requires strong cross-functional experience, executive communication skills, and the ability to influence stakeholders across the organization.

 

Your Responsibilities:

Revenue & Retention Performance

• Own renewal forecasting and Net Revenue Retention (NRR) across the Digital segment
• Drive strategy to increase retention at scale. 
• Reduce past-due renewals through structured outreach and proactive risk management
• Optimize renewal automation and self-serve motions to improve efficiency and conversion
• Team delivery on meeting and exceeding renewal and expansion goals 
• Pipeline management of renewal/expansion targets and report out on key metrics
• Analysis of  industry trends and performance metrics to drive execution and accelerate results

Customer Health, Activation & Lifecycle Strategy

• Improve customer health and adoption across a digital-first portfolio
• Continuously optimize renewal journeys and the self-serve renewal experience
• Identify at-risk signals and build proactive intervention plays

Cross-Functional & Operational Leadership

• Partner regularly with Revenue Operations, Finance, Marketing, and Customer Operations to align forecasting, automation, and campaign strategy
• Reduce manual CSM workload through process improvements and scalable systems
• Support international territories (MENA, AUS, UK) while ensuring global consistency in playbooks and execution

Team Leadership & Performance Management

• Inspire, attract, and manage a team of 5 high-performing CSMs and drive all aspects of developing leading and coaching with a high focus on the teams metrics and scorecard
• Drive weekly forecasting rigor and KPI accountability
• Coach onboarding, product launches, and skill development to elevate team performance

 

Your Requirements:

• 5+ years in Customer Success, Account Management, or Retention
• 2+ years people management experience
• Experience managing renewal forecasting and revenue targets 
• Strong analytical skills — comfortable using dashboards and performance data