Regional Customer Success Manager

Who We Are

Open Up Resources (OUR) is a non-profit publisher in pursuit of delivering the highest quality learning experiences for all students by providing educators best in class, research-based PreK–12 curricula and professional learning so they may support every student’s academic success and create in-class experiences that celebrate, honor, and empower all students.
The Role

The Regional Customer Success Manager is responsible for working with district and instructional leadership teams in building relationships, understanding district implementations and successes/challenges, with the intent to retain and grow their business while providing exceptional customer service. You will promote, present, and secure district renewals and expansions of our offerings, along with the related professional development and support services.

We are seeking education enthusiasts with exceptional relationship-building and management skills who are ready for an opportunity to provide school districts with the highest quality instructional resources and implementation supports available. The ideal candidate is a mission-driven self-starter with sales initiative who doesn’t let a closed door stop their progress. Someone naturally genuine, relationship-oriented and energized by transformation and equity within education, with a strong K-12 background, K-12 sales experience, and an aptitude for getting-to-yes.
Requirements
Key Responsibilities

- Proactively grow the existing customer base.

- Assess and support district implementation health by regularly evaluating how districts are using OUR offerings, identifying successes and challenges early, and proactively addressing barriers to strong implementation.

- Maintain a high renewal rate for all existing accounts through proactive, relationship-driven account management rather than reactive support.

- Conduct regular in-person visits to curriculum leaders at assigned districts as part of a proactive account-coverage plan, in addition to virtual check-ins, to strengthen relationships and surface growth opportunities.

- Cultivate customer relationships through timely, proactive meetings; ensure customer satisfaction through excellent customer support.

- Employ relationship sales techniques including calls/video demonstrations and on-site visits, along with productive questioning and listening strategies that lead to a successful customer experience in evaluating additional OUR offerings.

- Demonstrate superb customer focus, response, and follow-up abilities, while leveraging a matrix of internal and external support.

- Present and secure renewals and expansions, guiding districts through the full decision-making process, from initial conversation to a signed renewal or expansion, rather than stopping at relationship-building alone.

- Promote related professional development and support services alongside curriculum renewals and expansions, ensuring districts have the implementation support needed to succeed with their investment.

- Advocate for customer needs internally, partnering with product, implementation, and support teams to resolve district-specific challenges and ensure the customer's voice shapes how their account is supported.

- Bring a heightened level of proactivity to account management; anticipating district needs, surfacing opportunities, and initiating outreach ahead of renewal cycles, rather than defaulting to a reactive posture.

- Develop and maintain expert content and services knowledge for the OUR portfolio, the K-12 educational marketplace, and factors influencing the Open Educational Resources movement.

- Effectively use promotional materials to support marketing messaging through email, social media, and presentations.

- Demonstrate teamwork by sharing best practices and working collaboratively with the new business sales team.

- Maintain an “always improving and learning” attitude internally and externally.

- Maintain accuracy in company records