Senior Customer Success Manager

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Who are you?

You believe client success is the foundation of company success. With a background in education and a passion for supporting schools, you build strong, trust-based relationships and offer practical, strategic support. You're recognized as a trusted advisor who brings clarity, insight, and momentum to every client interaction.

You collaborate cross-functionally to ensure client outcomes and help school districts unlock the full value of Xello. Your deep understanding of educational systems and college and career readiness (CCR) enables you to connect the dots between district goals, platform implementation, and student impact. Your work inspires adoption, supports retention, and contributes to Xello’s continuous improvement.

Sound exciting to you? Read on!

Please note that this role is based remotely in Pennsylvania, USA.

What you’ll do…

Maintain client partnerships and stakeholder engagement.

• Build trusted relationships with key district stakeholders, including CCR coordinators, counselors, principals, and curriculum leads.
• Establish clear success plans tailored to each district’s goals, structures, and timelines.
• Coordinate stakeholder alignment through regular check-ins, milestone reviews, and strategic communications.
• Provide guidance to clients regarding the implementation of Xello in the classroom.
• Be a strategic partner who brings domain knowledge and insights, and leads the way in driving adoption of Xello in clients’ future readiness initiatives for students. 
• Help schools embed the platform into existing advisory, classroom, and CCR programming.
• Coordinate, schedule, and facilitate web-based training sessions and in-person product demonstrations.
• Regularly conduct partnership reviews that are tied to district goals and outcomes.
• Track and escalate risks early, and build remediation plans collaboratively with internal and external stakeholders.

Be a creative problem-solver and strategic resource consultant.

• Maintain up-to-date records in Salesforce and internal systems, ensuring visibility across teams into account health, key activities, renewal timelines, and strategic opportunities.
• Produce narrative reporting that connects Xello’s usage to district-wide student outcomes. 
• Deliver benchmarking insights using anonymized data, collaborating with the success team and territory managers on metric development.
• Proactively offer program design input, including how to integrate Xello into advisory periods, CCR mandates, and more. 
• Learn about school district initiatives and look for new activities Xello can support.
• Stay aware of upcoming legislative or funding shifts, and proactively communicate options or pivots to key district contacts.
• Project manage the full client lifecycle—ensuring alignment between revenue goals, adoption metrics, implementation plans, and risk mitigation. 

What we’re looking for… 

• Former educator or district leader in Pennsylvania, with direct experience in counseling, CTE (career and technical education), CCR, or K-12 leadership roles
• 3-5 years of success in account management or strategic program oversight in education or SaaS
• Deep understanding of district-level structures, funding cycles, and decision-making processes
• Proven ability to build relationships, manage client expectations, and drive retention and growth
• Strong communication and presentation skills—ability to tailor messaging across roles and levels
• Proactive, organized, and self-directed—comfortable managing multiple priorities
• Technically proficient with Salesforce, G Suite, and virtual collaboration tools
• Willing and able to travel up to 30% within Pennsylvania to support district partnerships
• Passionate about educational equity, student outcomes, and scalable program success

We’re Xello - Join us!

We are Xello (CASCAID in the UK), the leading developer of future readiness programs in North America and the UK and soon the world! Our mission is to help anyone, anywhere in the world to create a successful future through self-knowledge, exploration, and planning.

We believe that by bringing our best selves to our work and collaborating with one another, we can change the world. We are a very diverse group of individuals who work hard, laugh often and share in each other’s lives. We are an inclusive, equal opportunity employer.

Embracing agile practices, an innovative mindset, and keeping our users at the heart of what we do, are just a few of the keys to our success.

In addition to working with leading technologies, we are committed to continuous learning and growth through internal/external training and mentoring, which includes a PD budget for every employee.

For our Canadian based staff, we also offer:

• Flexible work arrangements including hybrid and remote
• 4 weeks of vacation
• Employer-paid health and dental benefits
• 4-month top-up for parental leave
• Group RRSP with 3% matching

For our US based staff, we also offer:

• Remote work environment
• 4 weeks of vacation
• 80% employer-paid health benefits
• 4-month top-up for parental leave
• 401(k) with 3% matching

For our UK based staff, we also offer:

• Remote work environment
• 28 days annual leave (inc. 3 days at Christmas) + bank holidays. With additional annual leave days added to reward long service

Like what you hear? Apply Now!