Senior Success Manager - Massachusetts

Job Description

Job Description

Location:

This position must be located in Massachusetts.

Position Overview:

The Senior Success Manager is responsible for building and maintaining relationships, driving product adoption and utilization, and aligning state/district specific requirements and goals with Kuder products and services. This position supports the overall partner (client) success and health by collaborating and executing on the partner’s Success Plan and Operational Plan with the account management and product leads.

The Senior Success Manager will drive successful adoption and utilization success for the partner by conducting trainings and enablement sessions, designing product-specific solutioning, participating in conferences, events, and meetings, and more.

Essential Job Functions:

• Collaboration : Work closely with the Partner Solutions Manager (Account Manager) and the entire Partner Solutions Team (product, marketing, data, professional development, etc.) to meet partner expectations, resolve issues, and execute on the Success and Operational Plans.
• Onboarding & Adoption : Guide new partners and sites through personalized setup, training, implementation, and enablement ensuring product adoption and maximum value realization. Design campaigns with the Partner Solutions Team to increase usage and achieve specific goals.
• Relationship Management : Develop long-term, trusted advisor relationships with partners in all stakeholder groups (schools, districts, state agencies, businesses, associations, etc.) to foster loyalty.
• Proactive Support : Actively address concerns and technical issues before they escalate, providing solutions to enhance satisfaction. Direct Support Team to conduct regular outreach to offer support and increase usage.
• Advocacy : Act as the internal voice of the partners and stakeholders, sharing feedback with account management and product teams to improve the partner experience.
• Engagement : Regularly meet with partners throughout the state in-person and virtually to offer training and support, collect feedback, conduct presentations, share updates, and more.
• Retention & Growth : Support account management by monitoring partner health metrics (e.g., usage data) to reduce churn and identify upsell/cross-sell opportunities.

Requirements:

• Postsecondary degree and at least 5-10 years’ experience in client success, education and training, and/or professional development required.
• Must be self-motivated, thrive in a team environment, able to multi-task, and be detail oriented.
• Career Advisor Training certification required within the first six months of employment.
• Education technology experience preferred.
• Experience managing complex client projects, timelines, and implementations preferred.

Skills & Abilities:

• Impactful Communicator : Exceptional communication and presentation skills, with the ability to influence stakeholders at all levels and turn challenges into opportunities.

• Strategic Problem-Solver : Strong strategic thinking and problem-solving capabilities.

• Efficient : Excellent organizational skills with the ability to manage multiple priorities.

• Partnership Centric : Customer-focused mindset with a proactive, solutions-oriented approach and strong relationship-building skills that turns client relationships into partnerships.

• Leader : Ability to lead teams, drive accountability, and deliver results in a fast-paced environment.

• Technical Aptitude: Strong understanding of relevant technology as well as company products, features, and capabilities.

• Professional : Ability to follow Kuder’s culture and values:

• Attitude is Everything – We believe we have more potential to accomplish goals, develop resiliency, and make improvements when we choose to lead with a positive attitude.
• Create Partnerships – We create genuine, flexible, and long-term partnerships that cultivate collaboration and support for achieving common goals.
• Deliver Success – We drive results and reach our goals with passion, urgency, and a commitment to excellence. We are accountable and encouraging as we collectively celebrate our victories and turn setbacks into progress.
• Foster Innovation – We promote innovation and welcome ideas. We are curious, we listen, and we take action to elevate and improve how we deliver reliable solutions.
• Thrive Together – We invest in an authentic environment where our team is motivated, supported, and successful. We respect all voices and experiences as we work together for meaningful growth.