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