Enterprise Customer Success Manager – North Carolina (Statewide)

April 28, 2026 Auto Import

The Enterprise Customer Success Manager (CSM) – North Carolina will own the success, retention, and growth of Gaggle’s entire customer base across the state. This role supports districts funded through state-provided allocations and requires a thoughtful balance of scaled customer success strategy, enterprise relationship management, and state-level partnership. This individual will serve as a strategic advisor to district leaders across North Carolina, helping them achieve meaningful outcomes tied to student safety, well-being, and overall program impact. By aligning district goals with state priorities, this role plays a critical part in strengthening partnerships, driving adoption, and ensuring long-term success across all districts. The Enterprise CSM will work cross-functionally with Product, Marketing, Sales, Therapy, Safety, Implementation, and Support teams to deliver a consistent, high-quality experience statewide—ensuring districts are supported in an impactful, sustainable way. This role reports to the Manager, Enterprise Customer Success Team <h2>Key Responsibilities</h2> Statewide Customer Management <ul><li>Operationalize tier-specific engagement models for North Carolina, ensuring each customer tier receives the appropriate level of support relative to value, risk, and opportunity.</li><li>Maintain relationships with key state agencies and advocates by providing reporting on program success and feedback from existing customers.</li><li>Review and standardize engagement across districts within each tier by identifying and addressing:<ul><li>Inconsistent customer experiences</li><li>Accounts receiving too much or too little support relative to need, risk, and opportunity</li><li>Gaps in product adoption or communication</li></ul></li></ul> Engagement Strategy & Execution <ul><li>Establish clear engagement standards for each customer tier </li><li>For small to mid-sized customers:<ul><li>Replace ad hoc support with a structured, programmatic engagement model for scaled accounts.</li><li>Build repeatable communication workflows (email campaigns, product updates, usage nudges) tied to key moments in the school year.</li><li>Ensure all scaled districts receive consistent onboarding, adoption guidance, and renewal preparation, regardless of size.</li></ul></li><li>For Enterprise customers:<ul><li>Establish success plans with customers through consultative conversations tied to desired goals for both the district and the stakeholders you support.</li><li>Build and maintain strong relationships across multiple stakeholders within each account.</li><li>Serve as the primary point of contact for strategic accounts, partnering with Sales, Professional Development, Safety, Therapy, and Implementation to proactively address client needs</li><li>Provide internal teams with insights on client needs and opportunities to improve product, delivery, and overall customer impact.</li></ul></li></ul> Renewals Management <ul><li>Own the end-to-end renewal process for all North Carolina districts, ensuring alignment with state funding timelines and requirements.</li><li>Partner with the state agency to define and operationalize the annual renewal process, including:<ul><li>Required district actions</li><li>Submission timelines</li><li>Approval workflows</li></ul></li><li>Provide the state agency and internal leadership with regular updates on renewal status, risks, and completion rates.</li><li>Actively guide districts through the renewal process by:<ul><li>Assisting with required documentation</li><li>Navigating internal district approval, ensuring submission deadlines are met</li></ul></li></ul> <h2>Requirements</h2> <ul><li>Willingness to travel within North Carolina as needed. Candidates based in North Carolina are highly preferred.</li><li>7+ years of experience in Customer Success, Account Management, or a related field, managing enterprise or strategic accounts</li><li>Proven ability to own a book of business with direct accountability for retention and expansion.</li><li>Experience developing scaled customer success programs alongside high-touch engagement</li><li>Prior experience working within K–12 education systems, with an understanding of district structures, priorities, and decision-making processes</li><li>Strong consultative skills with the ability to build trust with senior district leadership</li><li>Demonstrated ability to navigate complex buying and funding processes, ideally in the public sector or education</li><li>Experience influencing multi-stakeholder environments and driving alignment</li><li>Highly organized and self-directed, with strong time and territory management skills</li><li>Ensure a consistent, high-quality experience across all districts while maximizing impact, efficiency, and long-term partnership value</li></ul>

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