Job Details

About Renaissance

Join Renaissance®, a global leader in pre-K-12 education technology! Our innovative solutions empower educators to analyze, customize, and design personalized learning experiences for students. With Renaissance tools actively used in over a third of US schools and more than 100 countries worldwide, our passionate employees and educational partners drive substantial student growth every day.

At Renaissance, our core values guide us: trust, collaboration, excellence, accountability, and continuous improvement.

Job Description

The Senior Customer Success Manager is a pivotal member of our Customer Success team, leading the successful delivery and long-term performance of complex, multi-year statewide K-12 assessment programs. You will define program strategy and ensure the execution of high-visibility state contracts while maintaining compliance with regulatory requirements and building lasting customer trust. This role positions you as a trusted advisor to both state education agencies and our internal leadership.

Key Responsibilities:

• Lead strategic and operational initiatives for a portfolio of large-scale, multi-year assessment contracts.
• Manage full program accountability, including scope, budget, timelines, service levels, risk management, and compliance with contracts.
• Serve as the primary executive-level contact for state education departments, facilitating governance structures and steering committee engagements.
• Collaborate with state stakeholders and internal leadership to define program vision and success metrics.
• Coordinate efforts across cross-functional teams in assessment operations, product development, psychometrics, technology, data analysis, and customer success.
• Identify potential risks and implement strategies to mitigate them, driving corrective actions as necessary.
• Ensure program delivery meets all state and federal accountability requirements and accessibility standards.
• Utilize advanced data analysis and performance metrics to track program health and customer outcomes.
• Standardize program management frameworks and tools to encourage continuous improvement across state assessment engagements.
• Be the voice of the customer, influencing product direction and service enhancements at the enterprise level.
• Collaborate with sales and executive teams on contract renewals and growth opportunities, including participation in RFPs and oral presentations.
• Mentor program managers and customer success professionals, fostering a culture of excellence and scalability.
• Prepare and deliver executive-ready communications, including program reviews and strategic assessments.
• Represent the organization in discussions about assessment, accountability, and best practices in education.
• Perform additional duties as needed to support organizational goals.

Qualifications:

• Expert in program and portfolio management, including governance, financial oversight, and multi-vendor coordination.
• Proven ability to manage high-risk, high-impact state or government contracts in regulated environments.
• Extensive knowledge of K-12 education systems, particularly in statewide assessment programs.
• Strong understanding of assessment policies, psychometrics, compliance requirements, and accessibility.
• Exceptional communication skills with a talent for influencing stakeholders.
• Able to navigate ambiguity, tackle complex problems, and make informed strategic decisions.
• Demonstrated experience leading cross-functional teams and influencing senior leaders.
• Strong leadership qualities, with a focus on coaching and mentoring team members.

Preferred Qualifications:

• 7+ years of experience in program management, assessment operations, or customer success in education or edtech.
• Thorough experience with State Departments of Education and assessment initiatives.
• PMP or similar program management certification is preferred.

Benefits: Eligible US employees may enjoy world-class benefits, including medical, prescription, dental, vision coverage, health savings accounts, 401(k) with company match, paid time off, parental leave, tuition reimbursement, life and disability insurance, and employee assistance programs.

We encourage diverse applications and welcome candidates from all backgrounds. Renaissance is an equal opportunity employer and values inclusivity in the workplace. Learn more about opportunities at Renaissance and our commitment to diversity and inclusion.