District Success Manager

Fully Remote • Remote - Richfield, OH 44286

• Position Type: Full Time

The District Success Manager (DSM) serves as the primary post-sale relationship owner for assigned clients, ensuring districts achieve measurable value from Navigate360’s SaaS solutions. This role is responsible for driving customer success through onboarding support, product adoption, and strategic partnership aligned to district goals.

The DSM owns and closes renewals and owns expansion revenue (upsell and cross-sell) for assigned districts with 1,000–7,000 students. The DSM is accountable for the renewal and expansion dollars in their book of business, and plays a critical role in revenue retention and growth by proactively managing renewals, identifying and mitigating risk, and delivering data-informed guidance to improve engagement and outcomes. This position also provides technical coordination, user training, and ongoing support to ensure successful platform utilization.

In close partnership with Account Executives, the DSM identifies and advances expansion opportunities, including upsell and cross-sell, based on customer needs, usage trends, and solution gaps.

Essential Functions

• Act as the primary point of contact post-implementation, ensuring a smooth onboarding experience.

• Collaborate with internal teams (e.g., sales, product, technical support) to address any customer challenges and align on solutions.

• Build strong, long-term relationships with existing customers to ensure 90%+ retention rates.

• Own and close contract renewals for assigned districts with a proactive and consultative approach, ensuring continued partnership with Navigate360.

• Own expansion revenue within assigned districts by upselling seats, sites, and enhancements to current products and cross-selling additional Navigate360 solutions.

• Carry responsibility for the renewal and expansion dollars of the assigned book of business against [Renewal / retention target: TBD] and [Expansion target: TBD].

Renewal Ownership

• Own the renewal for every contract in the assigned book from start of the renewal cycle through signed contract, including negotiation and contracting.

• Run the account review and show ROI to the district’s decision-makers, including a business review twice per year built in the Review Studio, so the value case for renewal is documented before the renewal conversation.

• Maintain customer health scores and build action plans for at-risk accounts; escalate risk early to the Account Executive and internal teams.

• Prepare renewal quotes and coordinate with the district on purchasing and approval steps.

• Forecast renewal revenue and retention in Salesforce, keeping renewal opportunities, stages, and close dates accurate and current.

Expansion Ownership

• Own upsell of seats and sites within assigned districts, from identifying the need through closed contract.

• Own the identification, qualification, and partnership with AE of cross-sell opportunities for additional Navigate360 solutions in assigned districts, partnering with the Account Executive and Solutions Consultant as needed.

• Log new product needs and loop in the Account Executive within 2 business days.

• Use usage trends, adoption data, and success-plan goals to identify solution gaps and build the expansion case.

• Multi-thread across district stakeholders and grow champions; when a strong champion emerges, loop in the Account Executive and make the referral ask within 5 business days.

• Forecast expansion (upsell and cross-sell) revenue in Salesforce, keeping expansion opportunities, stages, and close dates accurate and current.

Job Duties

• Monitor product adoption and provide proactive guidance to customers on best practices.

• Conduct regular check-ins with customers to understand their use case and ensure they are leveraging the platform’s full capabilities.

• Provide personalized recommendations to drive product adoption and integration into customer workflows.

• Develop tailored success plans based on customer goals, helping to define metrics for success during the first 100 days.

• Communicate any red flags or support needs to internal teams for proactive intervention.

• Track customer engagement and satisfaction, leveraging tools and data to identify potential risks or opportunities.

• Provide ongoing adoption and risk mitigation support as needed for District Success Manager-owned accounts.

• Collaborate with customers to confirm that setup and initial configurations meet their business needs.

• Drive engagement with key customer stakeholders to foster product familiarity and usage.

• Introduce the Account Executive team to new growth opportunities through quality discovery and discussion.

• Utilize CRM tools (e.g., Salesforce) to ensure accurate tracking of sales activity, forecasting, and revenue potential within your territory.

• Provide regular forecasts on revenue, retention, and upsell/cross-sell opportunities to ensure alignment with company targets.

• Participate in a formal handoff process, including sharing success plan inclusive of customer insights, goals, and any ongoing initiatives.

• Maintain customer health scores and create action plans for any at-risk flagged customers.

• Work in partnership with RVPs to provide customer success on identified and co-owned accounts.

• Lead the delivery of customer enablement sessions, offering insights into advanced features and functionality to maximize product value.

Qualifications

Minimum Qualifications:

• Bachelor’s Degree; or equivalent experience.

• 2-4 years of experience in customer success, account management, or a client-facing role, ideally in SaaS or technology solutions.

• Experience managing renewals or a revenue-bearing book of business, including forecasting and contract negotiation.

• Passion for enhancing the safety of students, faculty, and staff.

• Strong analytical and problem-solving abilities, with excellent verbal and written communication skills.

• Dynamic communication presence, with the ability to conduct engaging training sessions.

• Ability to manage multiple time-sensitive projects, meeting established deadlines.

• Experience with documenting processes and creating customer-facing reference materials.

• Proficient in leveraging CRM platforms (Salesforce, Salesforce Lightning, Zoho, etc.).

• Highly competent in PC/Mac operating systems and Microsoft Office365 applications.

Preferred Qualifications:

• 2+ years of EdTech SaaS configuration and support experience.

• Experience in Emergency Management, Behavioral Threat Assessment, or Secondary Education.

• Experience with Student Information System integrations (e.g., Clever, ClassLink, PowerSchool).

• Bilingual in English/Spanish.

Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position will require work to be performed outside of normal business hours based on Company operations. There may be some travel required in the role.

Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.