Customer Success Manager, Enterprise Accounts

Who We Are 

CPM Educational Program’s mission is to empower mathematics students and teachers through exemplary curriculum, professional development, and leadership. Our teacher-supporting, student-centered, problem-based classroom solutions for grades 6–12 foster engagement and equity in the classroom, while we strive to cultivate these same values within our workplace culture.

Your Role at a Glance

The Customer Success Manager is a full-time, exempt role reporting to the Director of Professional Learning.

You will support CPM’s largest districts (40,000+ students), ensuring they realize maximum instructional and student-outcome value. Responsibilities include enterprise onboarding, renewal execution, expansion strategy, engagement leadership, and proactive risk mitigation.

This position requires a deep understanding of enterprise K-12 district operations and the ability to navigate complex political, academic, and instructional ecosystems. You will systematically navigate district layers, from cabinet leadership to site-level teams, to expand CPM’s footprint, drive program success, and grow long-term strategic partnerships.

This role does not include supervisory responsibilities.

Essential Duties and Responsibilities

1. Customer relationships and product utilization

• Conduct Curriculum Review meetings with your customers to better understand and satisfy current needs, identify future needs through discovery and execute resolution or escalate.
• Execute customer success strategies to enhance retention and expansion while progressing customers through the PL customer journey.
• Monitor and enhance customer license assignment and usage.
• Monitor and improve net promoter score (NPS) response rates and overall satisfaction scores.
• Respond to all NPS comment queries and resolve customer challenges or escalate as appropriate (including opening formal risks).
• Collect and analyze feedback to continuously refine the customer experience.

2. Customer Onboarding

• Collaborate with the Customer Acquisition Team for new committed customers and others as necessary to provide onboarding services.
• Ensure the onboarding process takes place for all new and existing enterprise customers that are eligible for managed onboarding. Promote and increase attendance for all F1 required teachers.
• Promote and increase attendance for F2, F3 and Building on attendance for all F1-required teachers and newly assigned teachers.
• Provide technical onboarding options for integration and ensure that customer’s onboarding needs are met by partnering with technology using the technical onboarding process.
• Develop and execute strategies to increase Foundations participation and engagement.

3. Professional Learning Management Recommendations: 

• Lead execution of PL through matrixed cross-functional facilitation teams of non-direct reports, driving performance improvement, consistency, and instructional excellence across large district implementations. This includes unique techniques for discovery, survey and attendance tracking to best meet the needs of the customer.
• Ensure Implementation Support Visits (ISVs) occur as required and are accurately documented.
• Identify opportunities to expand contracted PL services to meet evolving customer needs. 
• Ensure PL facilitators are aligned with best practices and instructional goals.
• Ensure PL locations are identified and reserved on time annually in order to facilitate maximum teacher attendance within the budget and guidelines of the department.
• Implement techniques to capture accurate PL attendance and increase survey responses as well as missing discovery responses from key districts as they attend PL

4. Customer Renewals & Expansions 

• Manage the E2E renewal process, ensuring high retention rates and accurate closed lost reasons.
• Expand the usage rates of CPM by addressing the expansion needs of existing districts and identifying CPM qualified schools (Middle & High Schools) that have not adopted CPM. Influence them to adopt CPM or identify the reason (closed lost) that they haven’t adopted CPM. 
• Develop techniques for overcoming objections to CPM adoptions (Change Management, Collaborative learning etc.) and closed lost reasons when they are encountered. 
• Track and analyze closed-lost renewal & Expansion reasons to improve future retention techniques.
• Proactively address churn risks, identifying patterns, solutions, and designating customers at risk.
• Increase customer engagement by identifying opportunities for additional professional learning or curriculum support.

5. Customers at Risk: Identification & Resolution

• Utilizing HubSpot to record and manage primary and secondary at risk definitions and infrastructure as an early warning system to identify customers at risk of churn.
• Proactively engage with at-risk customers, creating a success plan and executing it in an effort to get the customer off of risk and improve retention.
• Collaborate with internal teams to resolve customer challenges before they escalate externally.
• Implement data-driven strategies to improve renewal forecasting and retention efforts.
• Represent the voice of the customer internally by escalating issues as necessary. 

6. Regional Mathematics Awareness

• Collaborate with the regional CSM for mathematics education in the locations of the enterprise customers
• Stay informed on state-specific education policies, curriculum standards, and instructional trends.
• Build relationships with key stakeholders, including district leaders and educators, to position CPM as a trusted resource.

7. Conferences & Trade shows

• Coordinate trade show logistics for national conferences, ie. NCSM/NCTM, AMLE, BTC.
• Attend national and identified regional conferences to meet and engage current and prospective customers to generate leads.  

Additional responsibilities aligned with the needs of the organization.

Your Background and Expertise 

To thrive in this role, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: The ideal candidate will have over three years of experience in Customer Success, Professional Learning, or Account Management, preferably within K–12 education, EdTech, or textbook publishing. They should possess deep knowledge of mathematics education and curriculum standards, along with experience mentoring educators or facilitators. The role requires a proven ability to drive renewals, expand services, and proactively resolve at-risk accounts, as well as expertise in churn analysis, customer retention strategies, and success metrics. Strong presentation, training, and relationship-building skills are essential, along with proficiency in CRM platforms such as HubSpot and Salesforce and the use of customer success analytics tools to deliver measurable impact and sustained client satisfaction.
• Key Competencies: High level of integrity, industriousness, and passion for transforming education. Exceptional time management, prioritization, and organizational skills. Demonstrate excellent verbal and written communication skills.

Your Well-Being at Work 

Benefits Overview: CPM offers a comprehensive benefits package designed to support employee well-being and financial security:

• Medical: Covers full premiums for employees and partial for dependent(s). Includes a High-Deductible Health Plan paired with a Health Savings Account (HSA), featuring fixed contributions per pay period into employee HSA accounts. 
• Dental and Vision: Covers part of dental and vision premiums for employees. 
• Life and Disability Insurance: Fully covers term life insurance and long-term disability insurance. Employees may opt for short-term disability coverage through post-tax payroll deductions.
• Health and Flexible Savings Accounts (HSA/FSA): Includes employer contributions to HSA, with voluntary employee funding options. FSA provides pre-tax deduction benefits for eligible expenses funded by the employee.
• Paid Leave: Provides generous personal leave accruals based on years of service for full-time employees. Sick leave is provided to all full-time employees, while part-time employees in states with mandated sick leave laws also receive sick leave. Volunteerism leave is accessible to full-time employees after completing one year of service.
• Holidays: Includes office closures for major holidays and includes a winter break from December 22 to January 4.
• Retirement Savings: Matches employee 401(k) contributions up to 5% once eligibility requirements are met.
• Phone/Internet Reimbursement: Offers a flat reimbursement for employee phone/internet expenses.
• The Extras: Provides additional perks, such as discounts and services for laser vision correction, hearing aids, EAP, teeth whitening, travel assistance, will preparation, legal document drafting, and identity theft awareness and prevention.