Scaled Customer Success Manager at Informed K12 in Cemex USA, CA

Who We Are

Informed K12 is transforming how school districts operate by bringing critical workflows online with the unique flexibility needed to serve the school community. In many ways, district-level processes have the greatest impact on student outputs and outcomes. However, today many school districts across the country remain stuck with fragmented, inefficient processes that lack cohesion. It only takes a single process to fail to lead to funding, staffing, and financial risk. At large, this may lead to budget overruns, compliance risks, and service disruptions to students and teachers.

Our platform enables educators and administrators to orchestrate their processes to run more efficient, transparent, and compliant school districts, so they can focus on what matters most: students.

Who We Are

At Informed K12, we believe that operational excellence in school districts is one of the highest-leverage investments in public education. Our technology builds capacity for administrators and gives time and resources back to teachers by fixing one of the most overlooked problems in education. Most school districts still run their most critical processes manually, with countless staff overtime hours, disconnected systems, siloed departments, and paper, which means decisions get delayed, compliance gets missed, and the people doing the work bear the cost.

Our platform brings those workflows online with the flexibility that district operations actually require: complex approval chains, multi-stakeholder processes, compliance-sensitive decisions, and the kind of institutional nuance that off-the-shelf software never accounts for.

At Informed K12, we have been expanding our impact since 2012, building the product depth, customer relationships, and operational track record required for this work. We are a passionate, ambitious team that believes in reimagining how work is done and creating innovative solutions together with our schools and districts.

About the Role

Are you passionate about social change and energized by the idea that great customer success at scale is something you design, not just something you deliver? This role puts you at the architect's table for one of the most important bets Informed K12 is making right now: building a scaled motion across 100+ school districts that gets every one of them what they need without cutting corners.

Serving districts well at scale is not a relationship problem. It is an operations and design problem.

You will own and iterate on the systems that make it possible: the playbooks, the health-score logic, the lifecycle programs, the digital touchpoints. You will read across both quantitative and qualitative data, the numbers and the softer signals about people, platform usage, and operational friction, and develop a clear point of view on the patterns underneath. The work is not running a playbook because an account is up for renewal or because NPS dipped. It is going layers deeper, finding the bigger business problem, and translating the read into specific plans for specific districts. You will go deep on the Informed K12 platform and use that fluency to design configurations and health logic that actually hold up across districts with very different operational realities.

The complexity is real. District politics, budget cycles tied to fiscal and school years, board approvals, layered stakeholders across cabinet and operational staff, and competing priorities that ultimately affect students and teachers. You are the operational point of accountability for the motion: when Product, RevOps, Marketing, Support, or Implementation needs to move, you make it move, and you escalate early when commitments slip. Each interaction in a scaled book carries more weight than in a traditional CSM book because the cadence is lower, which means every meeting has to count. You read who is in the room in the first few exchanges, build rapport with confidence and presence even when you walk in with limited context, and adjust your tone whether you are talking to a Superintendent, a business official, or an IT director. The best people in this role are operators and architects. They build systems that hold up. They know when to send a well-timed lifecycle email and when to pick up the phone. They never lose sight of the district on the other end of the system.

You will join the Ongoing Success team. The team includes six CSMs, with one other Scaled CSM partnering with you on the motion. The scaled motion exists, has real reps, and is producing real results. What you build on top of it is the playbook that takes it from working to world-class, opens the door for districts that have not had access to this level of partnership, and carries Informed K12 into its next phase of growth.

What You’ll Do

Own and Grow the Portfolio

• Own the health, renewal, and expansion of a portfolio of 100+ school districts (typically under 5,000 students each); this book is yours to build and protect, and it is multi-threaded by design. Each district spans two to four departments (HR, Business, Student Services, and others) with multiple stakeholders inside each, which means a book of 100 districts often translates into several hundred contacts to navigate.
• Read the book layers deep across both quantitative and qualitative data; identify patterns, the bigger business problems, and the unseen risks underneath, and segment by real risk and real opportunity rather than surface signals like upcoming renewal dates or low NPS scores.
• Translate the read into specific plans for specific districts: who you de-risk first, where you push for expansion, and what each district needs over the next 30, 60, and 90 days.

Engage with Confidence and Drive Accountability

• Run lifecycle programs that reach every district at the right moment, email, in-app guidance, async QBRs, one-to-many programs that feel personal even at scale; layer in targeted 1:1 engagement where the stakes are high or the opportunity is real.
• Build rapport quickly across cabinet, operational, IT, and teacher audiences; read each stakeholder's role, level, and disposition in the first few exchanges, hold the agenda while leaving room for what they actually came to talk about, and adjust your altitude as the conversation moves.
• Hold internal partners (Support, Product, Implementation, AE) accountable to timelines, outcomes, and commitments; you are the owner when something needs to move, and you escalate early when it matters.

Tell the Story That Compounds Impact

• Translate the work into a credible story about district impact; frame what the design or plan delivers in terms of staff and student outcomes, not feature lists or data summaries, and weave qualitative observations and quantitative evidence into the same narrative.
• Track, report, and optimize KPIs across the scaled portfolio (retention, NRR, adoption rates, time-to-value); surface recommendations on emerging KPIs the team should be watching based on what you are seeing across the book.
• Surface portfolio-level patterns and insights to inform product, go-to-market, and customer success strategy; the patterns you find should change what the company does next.

Design the Systems That Scale

• Build the playbooks, health-score logic, lifecycle programs, and digital touchpoints that let you serve 100+ districts without cutting corners; identify the manual, repeated work that is slowing you or your districts down, and replace it with templates, automation, and smarter processes.
• Get deep on the Informed K12 platform and use that fluency to design configurations and health logic that hold up across districts with very different operational realities; for every feature you put in front of a customer, you can tell the impact story that lands for each level of stakeholder.
• Author the next version of the scaled motion: every playbook you build, every lifecycle email you design, every health score you tune will touch real districts, real administrators, and real students, and will set the standard for how Informed K12 serves the next wave of schools.

Who You Are

You are someone who wants your work to matter and who finds genuine meaning in the idea that better-run school districts serve students better. You are energized by scale, not intimidated by it. The idea of building systems that reach 100+ districts is more exciting to you than owning a handful of bespoke accounts, because you understand the leverage in getting it right.

You have built your career at the intersection of client success and operational design. You think of customer success as something you architect, not just perform. You understand the difference between a district that renews and a district that is genuinely thriving, and you know how to close that gap at scale. You are strong on project management, ruthless about prioritization, and you bring structure and repeatability to everything you touch.

When things get hard, you do not wait for someone to hand you a playbook. You write it. You see a portfolio of 100 accounts not as 100 problems to juggle, but as a system to understand and optimize. You are comfortable with ambiguity, quick to find the pattern, and you never let the volume of the work become an excuse for losing rigor. Where others see chaos, you see a design problem worth solving.

What We Look For

Required

• 4 to 8 years in customer success, with at least 2 years managing a large book (80+ accounts) in a scaled, digital-first, or mid-market model
• Track record of building scalable systems, playbooks, or processes that work across many clients, not just one at a time
• Track record of using data to surface patterns and unseen risks early; you proactively go looking for the signals others miss, work fluently across both quantitative and qualitative data, and translate the read into specific plans for specific accounts.
• Demonstrated ability to get deep on a complex SaaS product and use that fluency to drive adoption and design solutions for real-world customer workflows

Preferred

• Experience in K-12 education or the public sector
• Experience in a startup or early-stage environment, creating processes and practices from the ground up
• Experience with customer success tools and automation platforms like Gainsight, ChurnZero, lifecycle email platforms, or in-app guidance tools

Why You’ll Love It Here

This role is about impact at scale. Every playbook you build, every lifecycle email you design, every health score you tune will touch real districts, real administrators, and real students. You will not be inheriting a motion that someone else built. You will be writing it, and you will see it reach 100+ districts in its first year. That is rare.

Informed K12 has been at this since 2012, which means you are joining a team with real product depth, strong customer relationships, and a track record worth building on. We are an ambitious, passionate team that believes in reimagining how school districts work, and we do that work together with our customers, not just for them. The scaled motion is one of the most important bets we are making right now, and the person who builds it will shape how we serve the next generation of districts.

Benefits and Perks

• Healthcare coverage: 100% for employees, 35% for dependents
• Uncapped PTO
• Monthly productivity allowance (co-working space, coffee shop, working lunch)
• New hire stipend for remote office setup
• Monthly wifi reimbursement
• Annual personal office supply stipend
• Skills development stipend (begins at 1-year anniversary)

Compensation

The on-target earnings (OTE) for this role are $156,000-$170,000 per year.

If you want to help school districts win, not just adopt software, we want to get to know you.

Application Requirement: Please include a cover letter describing a complex project or account portfolio you managed and how your experience maps to the requirements above. Applications submitted without a cover letter will not be reviewed.