Customer Success Manager Senior- State Contracts

Job Description

The Customer Success Manager Senior is a strategic leader within the Customer Success organization, responsible for the successful delivery and long-term performance of complex, multi-year statewide K–12 assessment programs. This role owns program strategy, execution, and outcomes for high-visibility state contracts, ensuring compliance with regulatory requirements, operational excellence, and sustained customer trust. The Senior Program Manager serves as a trusted advisor to state education agencies and internal executive leadership.

In this role as a Customer Success Senior, you will:

• Provide strategic and operational leadership for a portfolio of large-scale, multi-year state and consortium assessment contracts.
• Own end-to-end program accountability, including scope, budget, timelines, service levels, risk management, and contractual compliance.
• Act as the primary executive-level point of contact for state departments of education, facilitating governance structures, steering committees, and regular executive briefings.
• Define program vision, success metrics, and long-term roadmaps in partnership with state stakeholders and internal leadership.
• Lead and coordinate cross-functional teams across assessment operations, product, psychometrics, technology, data, implementation, sales, and customer success.
• Anticipate, identify, and mitigate strategic, operational, and compliance risks, driving corrective actions and escalation as needed.
• Ensure assessment programs are delivered in alignment with state and federal accountability requirements, accessibility standards, and testing policies.
• Use advanced data analysis and performance metrics to evaluate program health, implementation fidelity, and customer outcomes.
• Drive continuous improvement by standardizing program management frameworks, tools, and playbooks across state assessment engagements.
• Serve as the voice of the customer at the enterprise level, influencing product direction, assessment design, operational processes, and service enhancements.
• Partner with sales and executive teams to support contract renewals, amendments, and growth opportunities, including participation in RFP responses and oral presentations.
• Mentor and provide functional leadership to program managers and customer success professionals, setting standards for excellence and scalability.
• Prepare and deliver executive-ready communications, including program reviews, risk assessments, and strategic recommendations.
• Represent the organization as a thought partner in state education discussions related to assessment, accountability, and implementation best practices.
• Perform additional duties as assigned in support of organizational goals.

For this role as a Customer Success Senior, you should have:

• Expert-level program and portfolio management capabilities, including governance, financial oversight, and multi-vendor coordination.
• Demonstrated success managing high-risk, high-impact state or government contracts in regulated environments.
• Deep expertise in K–12 education systems, with significant experience in statewide assessment programs.
• Strong understanding of assessment policy, psychometrics, accessibility, and compliance requirements.
• Exceptional executive communication and stakeholder-influence skills.
• Ability to lead through ambiguity, resolve complex issues, and make data-informed strategic decisions.
• Proven experience influencing cross-functional teams and senior leaders without direct authority.
• Strong leadership, coaching, and mentoring skills.

Bonus Points:

• 7+ years of experience in program management, assessment operations, customer success, or implementation within education, edtech, or assessment organizations.
• Extensive experience working directly with State Departments of Education and state assessment initiatives.
• PMP or equivalent program management certification preferred.