Enterprise Customer Success Manager – North Carolina (Statewide)

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