Manager, Customer Success

Company Description:

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.

We are a growing, values-led community of employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning.

Veracross is five product brands in one global tech company

• Veracross SIS is a one-person, one-record school management platform

• Magnus Health provides cloud-based Student Health Record (SHR) solutions
• Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps.
• Epraise incentivizes student well-being and connects teachers, students, and families.
• Firefly provides an online learning space for students and teachers

Role Summary:

The Manager, Customer Success, North America leads the North America Customer Success team and is accountable for team performance across retention, qualified opportunity generation, and SIS lead creation. This role owns team coaching, churn forecasting, renewal execution, and operational consistency across the regional portfolio.

The Manager partners closely with Sales, Support, Implementation, Product, and leadership to reduce churn, expand customer value, and build a high-performing team. This role may retain a limited strategic portfolio, but its primary focus is team leadership and regional execution.

Job Responsibilities:

• Lead, coach, and develop the North America CSM team, including Team Leads where applicable.

• Set clear expectations tied to retention, qualified opportunity generation, SIS lead creation, and account management discipline.

• Own regional churn forecasting and lead regular risk reviews to ensure risks are identified early, documented clearly, and actively mitigated.

• Step into high-risk or high-value customer situations as needed to support save plans, renewals, and executive alignment.

• Ensure renewals are managed proactively, forecasted accurately, and documented cleanly in Salesforce.

• Drive expansion discipline by coaching CSMs on opportunity identification, lead quality, and effective partnership with Sales.

• Enforce consistent use of Salesforce and Catalyst for health monitoring, risk tracking, task management, and account planning.

• Partner cross-functionally with Sales, Support, Implementation, and Product to resolve escalations and improve customer outcomes.

• Hire, onboard, manage, and develop talent, including succession planning for future Team Leads and Managers.

• Provide regular reporting and recommendations on regional risk, team performance, process gaps, and staffing needs.

Requirements

• Bachelor's Degree or equivalent experience.

• 7+ years of experience in SaaS customer success, account management, or other post-sales roles.

• 2+ years of experience managing or formally leading customer-facing teams.

• Demonstrated success driving retention, renewals, and expansion performance.

• Strong experience with churn forecasting, pipeline management, and operational rigor.

• Strong coaching, performance management, and cross-functional leadership skills.

• Excellent written and verbal communication skills.

• Ability to operate strategically while staying close to execution details.

• Experience in K-12 private school, education SaaS, or a related market preferred.

Measures of Success

• Team Total ARR Retention.

• Team Total Qualified Opportunity Generation ARR.

• Team attainment of SIS new logo leads from non-SIS customers.

• Forecast accuracy and reduction in surprise churn.

• Renewal pipeline hygiene and execution quality.

• Development, engagement, and retention of team members.

Candidate Profile

• Strong operator who combines coaching with accountability.

• Calm and decisive in churn or escalation scenarios.

• Commercially minded and comfortable partnering closely with Sales.

• Data-driven leader who uses trends and performance signals to drive action.

• Clear communicator who can influence across teams and levels.

Benefits

• 3 weeks of vacation per year
• 14 paid holidays per year (including the week off between Christmas and New Year's Eve)
• 56 Hours of paid sick leave annually
• Top tier benefits -
• Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
• Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits

Salary at Veracross is determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. The compensation range for this position is $90k to $100k (annualized USD) in addition to potential bonus.

We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.