Digital Customer Success Manager
Seesaw
Salary undisclosed
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Description
About Seesaw
Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is a leading primary learning experience company. Our award-winning platform and digital curriculum products help teachers deliver joyful, accessible instruction. Through interactive lessons, digital portfolios, and two-way communication, Seesaw keeps everyone in the learning loop, providing visibility into student learning and helping schools celebrate progress.
Our Mission: To provide every primary student with joyful and connected learning experiences that lay the foundation for success in life.
Role Overview
We're hiring a Digital Customer Success Manager to support our school, Multi-Academy Trust, and district customers across the UK. This role is ideal for someone early in their Customer Success career who is excited to build skills in customer engagement, retention, expansion, and adoption.
You'll manage a high-volume portfolio of customers, proactively building relationships, driving renewals, identifying growth opportunities, and helping schools realize the value of Seesaw. We're looking for someone who takes ownership, thrives in a fast-paced environment, and brings strong communication, organization, and problem-solving skills.
Responsibilities
Customer Engagement, Retention & Growth
- Manage a high-volume portfolio of customers through proactive email, phone, and virtual outreach.
- Build relationships with school/Multi-Academy Trust/district leaders, understand their goals, and connect Seesaw's value to their priorities.
- Own customer renewals, meeting quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
- Proactively identify renewal risks, budget concerns, and expansion opportunities, taking action to address them.
- Drive product adoption through customer goal-setting, implementation planning, and sharing relevant resources and best practices.
Product & Operational Excellence
- Develop strong knowledge of Seesaw's platform, curriculum products, AI capabilities, and Professional Learning offerings.
- Manage customer communications, renewal opportunities, and tasks accurately in Salesforce, Planhat, Front, and other tools.
- With guidance from your manager, prioritize daily work based on customer needs, renewal timelines, risk, and revenue opportunities.
- Respond to customer inquiries within team SLAs, maintaining timely communication and consistent follow-through.
- Follow established workflows while exercising sound judgment, proactively identifying blockers, and escalating issues when needed.
Collaboration & Continuous Improvement
- Partner with your Manager and cross-functional teams to deliver a strong customer experience.
- Communicate proactively with teammates, providing timely updates on requests, commitments, and blockers.
- Actively seek and apply feedback to strengthen customer conversations, prioritization, and execution.
- Support shared team goals through collaborative customer coverage, knowledge sharing, and problem-solving.
- Bring forward ideas and recommendations to improve customer experiences and team processes.
Skills & Qualifications
Qualifications
- 1–2 years of experience in Customer Success, Account Management, Sales, or another customer-facing role; EdTech or SaaS experience is a plus.
- Experience engaging customers through email, phone, and virtual meetings.
- Experience working with UK schools or an understanding of the UK education landscape is a plus.
- Familiarity with Salesforce, Planhat, Front, Gainsight, or similar tools is a plus.
Skills & Key Competencies
- Communication: Strong written and verbal communication skills, with the ability to build relationships and lead effective customer conversations.
- Organization: Highly organized, with strong attention to detail and the ability to prioritize competing demands in a high-volume environment.
- Ownership: Proactive, dependable, and comfortable taking ownership of tasks and commitments through completion.
- Solutions-Orientedness: Curious and solutions-oriented, with a willingness to ask questions, learn quickly, and take initiative.
- Growth Mindset: Receptive to feedback and motivated to continually improve.
Our company participates in E-Verify.
About this role
Seesaw is looking for a Digital Customer Success Manager to support UK schools and education trusts using their primary learning platform. You'll manage a large portfolio of customers, driving renewals and expansion while helping schools get the most value from Seesaw's teaching and learning tools. The role involves regular outreach via email, phone, and video calls to build relationships with school leaders, understand their needs, and connect them to relevant features and resources. You'll own retention metrics, identify at-risk accounts, and spot opportunities for growth—all while keeping detailed records in Salesforce, Planhat, and similar systems.
This is an early-career Customer Success role suited to someone with one to two years in a customer-facing field like sales, account management, or support. EdTech or SaaS background is valued but not required; what matters more is strong communication, organizational discipline, and the ability to juggle multiple priorities in a fast-paced environment. You'll work closely with your manager and cross-functional teams, take ownership of your commitments, and be willing to learn quickly and adapt based on feedback. Familiarity with the UK education sector is a plus, as is prior experience with the tools Seesaw uses day-to-day.
How this employer is doing
solid
- Recently Raised Funding
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Digital Customer Success Manager postings in your area, and analyze any offer before you accept it.
The path into this work
We map every route into customer success manager work: what to learn, what each certificate costs, and how long each step takes. See the Customer Success Manager career path.
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