Senior Customer Success Manager

About Presence

Presence is the leading provider of teletherapy solutions for children with diverse needs. Through our award-winning technology, Presence connects speech-language pathologists, school psychologists, occupational therapists, and mental health specialists to schools, districts, and organizations nationwide. Our growing network of 2,000+ clinicians has delivered over 7 million teletherapy sessions to K-12 students.

We are a remote-first, distributed workforce of 200+ corporate employees, headquartered in New York. We place a high value on “cameras on” engagement, schedule coordination and cross-functional communication to stay connected with each other when working in different places. Many roles require travel to create opportunities to engage in-person with our school partners, our clinicians, and each other.

About This Role

At Presence, we believe it’s our responsibility to help schools ensure their students have access to the specialized services they need. We’re seeking high-energy, sales-driven professionals to lead the acquisition, retention, growth and long-term success of key school district partnerships. In this role, you will own and manage a portfolio of strategic accounts, providing exceptional customer success while driving growth through renewals and expansion. Our customers are our most valued asset, and we must ensure they have the best possible experience with Presence.

The ideal candidate is results-oriented, excels in consultative selling, and brings a strong track record of success working with large, complex organizations and education systems.

Role Responsibilities

• Let’s get this one out of the way immediately – hit your quota!

• Own and manage a portfolio of school district accounts to ensure satisfaction, retention, and growth through exceptional customer success support and strategic partnership management

• Drive contract growth by identifying, targeting, and securing new stakeholders within a district through outbound prospecting, referrals, asking for introductions to other departments/schools and inbound inquiries

• Lead the full sales cycle from discovery and needs assessment through proposal development, pricing, and contract execution

• Act as a trusted advisor and liaison between Presence and existing clients, ensuring alignment between district needs and Presence’s service offerings

• Develop customized solutions based on a deep understanding of district challenges related to special education and mental health service delivery

• Collaborate cross-functionally with internal teams, including clinical services, operations, and marketing, to deliver a seamless customer experience

• Maintain accurate records and forecasting in Salesforce, including tracking activity, pipeline stages, key decision-makers, and deal progress

• Monitor key performance metrics, including renewal rates, new business acquisition, activity generation, customer satisfaction, and revenue growth within assigned accounts and territory

• Prepare and deliver strategic presentations and proposals to district leadership, special education directors, and other key stakeholders

• Lead implementation projects and onboard new and returning customers

• Serve as the internal point of contact for any escalations related to an assigned client

• Develop strong meaningful relationships with our clients and set up regular touch points to drive the relationship and value to our clients and act as their advocate 

• Serve as the primary point of contact for clients, looping in other teams as needed to provide exceptional service

• Stay informed on K-12 education trends, funding changes, and competitive landscape to position Presence as a leading solution provider

• Accurately forecast your weekly, monthly, quarterly, and annual bookings and revenue

• Experience with onsite visits, conference attendance, and ability to travel as business dictates, estimated but not limited to 35% - 50%

What we're looking for?

Proven Experience

• 4–5+ years of quota-carrying success in K-12, EdTech SaaS markets

• 2 years minimum K-12 experience 

• History of selling into school districts/education systems, navigating complex multi-stakeholder cycles and closing high-value contracts

• Consistently hit or exceeded sales targets in prior roles

• Experience leading cross-functional teams on customer-facing projects

• Track record of growing existing accounts—securing renewals, driving upsells, and sustaining top-tier customer satisfaction

• Ability to successfully balance a wide variety of daily tasks and adjust priorities on the fly

Sales Discipline & Execution

• Proactive revenue mindset to build and sustain a healthy pipeline

• Full ownership of KPIs with disciplined daily, weekly, and monthly territory plans

• Skilled negotiator who handles objections with confidence and closes decisively

Relationship & Communication Skills

• Trusted advisor to senior education leaders; polished presenter from first pitch through renewal

• Exceptional written and verbal communication across email, calls, onsite meetings, and executive briefings

• Sound judgment on when to escalate issues and engage internal resources to meet client needs

Mindset & Work Style

• Self-starter who thrives in a remote, results-oriented environment

• Curious, growth-oriented learner who masters our solutions, customer pain points, and value-based selling approach

• Operationally strong and fluent with Salesforce (or similar CRM) and the modern sales tech stack

Education

• Bachelor’s degree or equivalent experience

What will help you succeed here?

• Passion for helping schools and students with special needs

• Strong self-motivation/entrepreneurial mindset, dedicated to growing services and client base

• Flexibility and adaptability - ability to quickly adjust to changing conditions and maintain a high-performance standard

• Great collaborative and independent problem-solving skills

• Ability to take ownership of the clients health, account growth and conversations

• Ability to work well with other team members in high-pressure situations with grace, optimism, and a sense of humor

What are some of the benefits we offer? 

• Comprehensive Medical Coverage includes Dental and Vision

• Flexible PTO

• 11 Company Paid Holidays 

• Benefits Package: including 401K savings plan and access to an Employee Assistance Program.

• $500 home office stipend

• Paid Life insurance, AD&D. and disability benefits

• Paid parental and caregiving leave.

• Eligibility to apply for a Professional Development Scholarship. 

• Inclusive Culture: We are intentional about creating a culture that is fun and inclusive.

This role is also eligible to participate in Presence’s equity plan subject to the terms of the applicable plans and policies.

An employee’s starting pay will be determined based on job-related skills, experience, qualifications, geographic location, and market conditions.

Salary ranges are:

80,000-100,000

Where is this position located? 

• Presence is headquartered in New York, with our clients located throughout the U.S. 

• This is a remote position based in the US

• Currently hiring for roles prioritizing PST, MST, and CST

• This position reports to the VP of Customer Success

• All employees commit to being available on-camera for our Core Working Hours, noon- 5 pm EST M- F.