Customer Success Manager Senior- State Contracts

About Renaissance

When you join Renaissance®, you join a global leader in pre-K-12 education technology! Renaissance's solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters-creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide.

Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

Job Description

The Customer Success Manager Senior is a strategic leader within the Customer Success organization, responsible for the successful delivery and long-term performance of complex, multi-year statewide K-12 assessment programs. This role owns program strategy, execution, and outcomes for high-visibility state contracts, ensuring compliance with regulatory requirements, operational excellence, and sustained customer trust. The Senior Program Manager serves as a trusted advisor to state education agencies and internal executive leadership.

In this role as a Customer Success Senior, you will:

• Provide strategic and operational leadership for a portfolio of large-scale, multi-year state and consortium assessment contracts.

• Own end-to-end program accountability , including scope, budget, timelines, service levels, risk management, and contractual compliance.

• Act as the primary executive-level point of contact for state departments of education, facilitating governance structures, steering committees, and regular executive briefings.

• Define program vision, success metrics, and long-term roadmaps in partnership with state stakeholders and internal leadership.

• Lead and coordinate cross-functional teams across assessment operations, product, psychometrics, technology, data, implementation, sales, and customer success.

• Anticipate, identify, and mitigate strategic, operational, and compliance risks , driving corrective actions and escalation as needed.

• Ensure assessment programs are delivered in alignment with state and federal accountability requirements , accessibility standards, and testing policies.

• Use advanced data analysis and performance metrics to evaluate program health, implementation fidelity, and customer outcomes.

• Drive continuous improvement by standardizing program management frameworks, tools, and playbooks across state assessment engagements.

• Serve as the voice of the customer at the enterprise level , influencing product direction, assessment design, operational processes, and service enhancements.

• Partner with sales and executive teams to support contract renewals, amendments, and growth opportunities , including participation in RFP responses and oral presentations.

• Mentor and provide functional leadership to program managers and customer success professionals, setting standards for excellence and scalability.

• Prepare and deliver executive-ready communications, including program reviews, risk assessments, and strategic recommendations.

• Represent the organization as a thought partner in state education discussions related to assessment, accountability, and implementation best practices.

• Perform additional duties as assigned in support of organizational goals.

For this role as a Customer Success Senior, you should have:

• Expert-level program and portfolio management capabilities, including governance, financial oversight, and multi-vendor coordination.

• Demonstrated success managing high-risk, high-impact state or government contracts in regulated environments.

• Deep expertise in K-12 education systems , with significant experience in statewide assessment programs .

• Strong understanding of assessment policy, psychometrics, accessibility, and compliance requirements .

• Exceptional executive communication and stakeholder-influence skills.

• Ability to lead through ambiguity, resolve complex issues, and make data-informed strategic decisions.

• Proven experience influencing cross-functional teams and senior leaders without direct authority.

• Strong leadership, coaching, and mentoring skills.

Bonus Points:

• 7+ years of experience in program management, assessment operations, customer success, or implementation within education, edtech, or assessment organizations.

• Extensive experience working directly with State Departments of Education and state assessment initiatives.

• PMP or equivalent program management certification preferred.

Additional bonus for hitting CSM targets applies. #LI-Remote

The below compensation range is based on national market data and may vary by experience and location.

Salary Range

$68,000-$93,500 USD

Benefits for eligible US employees include:

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth

• Health Savings and Flexible Spending Accounts

• 401(k) and Roth 401(k) with company match

• Paid Vacation and Sick Time Off

• 12 Paid Holidays

• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program

• Tuition Reimbursement

• Life & Disability Insurance

• Well-being and Employee Assistance Programs

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications. Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

Equal Opportunity Employer

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

For California Residents, please see our Privacy Notice for California Job Candidates here .

Reasonable Accommodations

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition ([email protected]) .

Employment Authorization

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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