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The Manager, Customer Success and Renewals leads a team of customer success managers and renewal executives that are responsible for the customer health, retention and growth of assigned Everfi accounts within the Northeast region. In addition to managing directly a small strategic partner portfolio, this person provides coaching, performance management, and strategic guidance to ensure overall team success.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop a team of Customer Success Managers and Renewals Executives, fostering a culture of accountability, collaboration, and continuous improvement.

• Manage team towards executing goals and success metrics aligned to partner retention, program adoption, and revenue growth targets.

• Provide regular feedback, mentorship, and career development support.

• Partner with senior leadership across the company to refine Customer Success processes, playbooks, and best practices.

Customer Success, Renewals, & Partner Management

• Serve as the key point of customer escalation management for all Northeast region accounts, ensuring successful program implementation and measurable impact.

• Lead strategic business reviews with partners, highlighting program outcomes, student impact, and opportunities for deeper engagement.

• Collaborate cross-functionally with Sales, Implementation, Data & Research, Marketing, and Product to deliver a seamless customer experience.

• Support renewal and expansion strategy development, partnering with Sales leadership to achieve revenue goals.

• Contribute to organizing, investigating, and resolving customer issues in a timely and effective manner.

• Develop and execute renewal strategies to maximize revenue retention and reduce churn.

• Create and manage accurate renewal forecasts and pipeline visibility for senior leadership awareness.

• Identify at-risk accounts and work with stakeholders to create mitigation strategies.

• Other job duties as assigned.

Qualifications

• 5–8 years of experience in Customer Success, Account Management, or related client-facing roles, with at least 2 years in a management capacity.

• Demonstrated ability to lead and develop high-performing teams.

• Strong executive presence and relationship management skills with enterprise-level clients.

• Proven track record of driving renewals and expansion in a SaaS or education technology environment.

• Excellent communication, project management, and data storytelling skills.

• Proficiency with CRM and renewal/contract tools (e.g., Salesforce).

• Ability to travel 15% of the time.