Customer Success Manager

Remote from: USA
Salary, yearly, USD: 72,000 - 82,000
Department: Customer Success
Employment type: Full Time,
Job posted: 23 Jun 2026
Apply before: 23 Jul 2026
Experience level: Midweight
Views / Applies: 17 / 6

Partnering with our customers to provide innovative software solutions across utilities, local government, healthcare, and more.

Computer Software
1976

AI Summary

This Customer Success Manager role at Harris School Solutions supports K-12 districts using WinCap and QSS/OASIS software. The position involves owning a portfolio of accounts, conducting on-site visits (25-50% travel), and proactively driving adoption and retention. As the first dedicated CS function, you'll help shape processes and metrics. The ideal candidate has CSM experience, strong communication skills, and a retention-first mindset, with familiarity in K-12 or public sector a plus.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires a blend of relationship management, technical translation, and proactive strategy, with significant travel and the challenge of building a new function, making it moderately difficult.

Salary Analysis

AI Insight The offered salary range of $72,000-$82,000 is competitive for a Customer Success Manager role, aligning well with the US market median. The lower end may be slightly below average for experienced candidates, but the opportunity to shape a new function adds value.

Key Skills

Customer Success Relationship Management K-12 Education Software Adoption Account Retention On-site Client Visits Proactive Communication Playbook Development Cross-functional Collaboration Public Sector

Cover Letter Sample

Dear Hiring Team,

I am excited to apply for the Customer Success Manager position at Harris School Solutions. With my background in client-facing roles in the software industry, I have a proven track record of building strong relationships and driving product adoption. I am particularly drawn to this opportunity because of its focus on supporting K-12 districts during a generational transition, and the chance to help build the CS function from the ground up.

My experience in translating technical details into actionable guidance and my proactive, retention-first mindset align perfectly with your needs. I am comfortable with frequent travel and thrive on face-to-face interactions, ensuring districts feel supported and valued. I look forward to contributing to the long-term loyalty of your customers and shaping the success of this new initiative.

Thank you for considering my application. I am eager to discuss how I can make an impact at Harris.

Sincerely, [Your Name]

Possible Interview Questions

How would you handle a district that is at risk of churning due to a negative experience with support?

I would first listen empathetically to understand their concerns, then identify the root cause. I would collaborate with internal teams to resolve the issue promptly and follow up with a personalized action plan. Regular check-ins and demonstrating value through proactive guidance would help rebuild trust.

Describe your approach to driving product adoption among new administrators.

I would start by understanding their specific goals and pain points, then tailor training sessions and resources to their needs. Hosting hands-on webinars and offering one-on-one coaching ensures they feel confident. I would also share success stories from similar districts to illustrate best practices.

How do you prioritize which accounts to focus on when managing a portfolio?

I segment accounts based on risk, value, and potential for growth. High-risk or high-value accounts get immediate attention through personalized outreach. I use data like usage metrics and renewal dates to identify early warning signs and allocate time effectively.

Can you give an example of a time you shaped a customer success process or metric?

At my previous company, I established a quarterly business review cadence for key accounts. I created a template focusing on product usage, ROI, and upcoming needs. This led to a 15% increase in retention and provided valuable feedback to the product team.

How do you handle the balance between proactive outreach and responding to immediate customer issues?

I set aside dedicated time each week for proactive check-ins, but remain flexible to address urgent issues. I use a CRM to track touchpoints and ensure no account is neglected. Prioritizing based on impact and urgency helps maintain both responsiveness and strategic engagement.

Customer Success Manager — WinCap & QSS/OASIS

Harris School Solutions · Remote-based with frequent on-site client visits (U.S.) · $72,000–$82,000/year · Travel ~25–50%

Why this role matters

Every school day, district business officials open WinCap and QSS/OASIS to do the work that keeps schools running — making payroll, managing budgets, tracking fund balances, and reporting to the state. When those systems work well, teachers get paid on time and administrators get to focus on students instead of spreadsheets.

But the people in those seats are changing. A generation of district finance, HR, and operations veterans is retiring, and they’re being replaced by capable newcomers who didn’t grow up with our software. They need a guide.

That’s the heart of this role. As Customer Success Manager for WinCap and QSS/OASIS, you’re the trusted partner who keeps districts confident, supported, and loyal to Harris year after year.

This is also a first for us. Harris School Solutions is launching its first dedicated Customer Success function, and you’ll be part of it from the start. Working closely with leadership, you’ll help shape how we show up for districts and have real input into the practices this function is built on. If you want to help establish something new — and measure your work in relationships strengthened rather than deals closed — this is that opportunity.

What you’ll do

Own a portfolio of WinCap and QSS/OASIS districts as their primary relationship and point of contact.
Spend real time on site with districts — building face-to-face trust that keeps relationships strong through staff turnover and budget seasons.
Learn each district’s goals, calendar, and pain points well enough to anticipate what they need before they ask.
Identify accounts at risk of leaving early, and step in to rebuild confidence before a relationship erodes.
Drive adoption — especially with newer administrators — so districts feel capable and well-supported with the tools they already rely on.
Check in proactively, not just at renewal time, and turn day-to-day conversations into long-term loyalty.
Host and coordinate webinars and working sessions that deepen product knowledge across your accounts.
Watch renewals closely and engage early, so a renewal is a formality rather than a rescue.
Be the customer’s voice inside Harris, bringing the field’s perspective back to support, product, and leadership.
Help shape the Customer Success playbook alongside leadership — contributing to the processes, metrics, and habits the function will run on.

What you bring

Experience as a Customer Success Manager or in a similar client-facing role — ideally in software, and a real plus if you’ve helped stand up or shape a function rather than just inherit one.
The ability to build trust quickly and keep relationships strong over the long haul.
A knack for translating technical detail into plain, useful guidance for a non-technical audience.
Strong communication, negotiation, and interpersonal instincts.
A retention-first mindset: you measure your success by your customers’ success.
A bachelor’s degree in Business, Marketing, Computer Science, or a related field — or equivalent experience.
Familiarity with the K–12 or public-sector world is a strong plus — you’ll be working with school business officials, not enterprise buyers.
Genuine enthusiasm for being in the field; you’d rather sit across the table from a district than work the whole relationship over email. Expect roughly 25–50% travel to client sites.

Why Harris

At Harris, we believe great people build great software — and great customer relationships keep it growing. You’ll work with a high-performing, supportive team in a casual, collaborative environment where your impact on real districts is visible every day.

We’re financially strong and proudly part of Constellation Software Inc. (CSI), one of the largest software companies in North America. That means the long-term stability of a major parent company alongside the entrepreneurial autonomy of a focused business unit — plus competitive pay, meaningful benefits, flexibility, and a culture that values curiosity and having fun while doing great work.

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us at [email protected]. Accommodation requests may be made at any time; this address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the role. This supports efficiency and consistency in the early stages but never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.

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