Customer Success Manager (SSO)

About the Role:

Givebacks is seeking a strategic and revenue-driven Customer Success Manager (CSM) to own and expand a portfolio of K-12 education accounts. This role is responsible not only for customer satisfaction and adoption, but also for proactively identifying cross-sell and upsell opportunities that drive measurable revenue growth across the Givebacks platform.

The ideal candidate is a research-oriented, growth-minded operator who thrives on uncovering opportunities within existing accounts. This role requires strong relationship management skills, business acumen, and the ability to execute strategic account expansion plans within a defined territory or segment.

This position is well-suited for someone who wants clear revenue accountability, measurable impact, and exposure to sophisticated go-to-market motions in a fast-growing EdTech company. Preferred Central, Mountain or Pacific timezone.

What You’ll Do:
Account Ownership & Relationship Management

• Own and manage a portfolio of accounts with full revenue accountability.
• Conduct structured account research to understand account priorities, funding initiatives, organizational structure, and expansion pathways.
• Develop documented account growth plans outlining cross-sell and upsell targets, timelines, and stakeholder mapping.
• Identify white space opportunities across products, departments, and affiliated organizations (PTAs, SSOs, schools).
• Maintain detailed CRM hygiene, tracking expansion strategy, contacts, and opportunity stages.

Cross-Sell & Upsell Execution

• Proactively identify and pursue expansion opportunities across revenue-generating products.
• Drive cross-sell motions into new accounts within school buildings
• Lead value-based conversations that align product capabilities to customer goals
• Meet or exceed assigned transaction volume targets.

Prospecting Within Accounts

• Research and engage new stakeholders within existing districts and school networks.
• Build multi-threaded relationships across finance teams, administrators, PTA leaders, and operational staff.
• Conduct targeted outreach campaigns within your portfolio to unlock expansion.
• Leverage usage data, product analytics, and customer signals to prioritize prospecting efforts.

Adoption, Retention & Expansion Strategy

• Monitor product usage trends to identify growth signals and risk indicators.
• Conduct business reviews that focus on value realization and future expansion opportunities.
• Ensure strong renewal positioning through measurable impact and expanded platform footprint.
• Partner with Sales when expansion opportunities require formal contracting.

Cross-Functional Collaboration

• Work closely with Support and Implementation to ensure smooth adoption of upsold features.
• Provide actionable customer insights to Product to inform roadmap priorities.
• Share successful account strategies and playbooks across the Customer Success team.
  
  

Ideal Candidate Profile:

• Revenue-Oriented: Motivated by growth targets and expansion success.
• Strategic Researcher: Comfortable digging into data, budgets, and structures to uncover opportunity.
• Hunter Within Accounts: Proactively seeks expansion rather than waiting for inbound requests.
• Relationship Builder: Multi-threads and builds trust across stakeholder levels.
• Data-Informed: Uses CRM, analytics, and product usage insights to drive decisions.
• High Ownership Operator: Takes full accountability for portfolio performance.
• Strong Communicator: Confident leading value-based expansion conversations.
• Adaptable & Agile: Thrives in a fast-moving GTM environment.

Requirements:

• 1–3 years of experience in Customer Success, Account Management, or Account Executive roles (SaaS preferred).
• Experience carrying revenue, growth, or expansion targets.
• Proven ability to drive cross-sell and upsell within existing accounts.
• Experience working within a CRM (HubSpot preferred).
• Strong research and territory/account planning skills.
• Familiarity with the K–12 education or nonprofit space is a plus but not required.
• Preferred Central, Mountain or Pacific timezone

Benefits:

• Unlimited Paid Time Off
• Flextime Options
• Remote Work Options
• Paid Holidays
• Employee Stock Options
• Paid Parental and Family Medical Leave
• Full Employee Medical, Dental, and Vision Coverage
• Flexible Spending Account
• 401(k) Plan

Givebacks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.