Head of Customer Success & Support

Our customer success and support team is the primary source of expertise and thought leadership for schools and districts across the country as they redesign critical processes and build operational capacity for their organizations.

You will build and lead a team that helps K-12 schools and districts accomplish what they never thought possible. Define our vision for customer success and support by creating and refining key processes for onboarding, training, and professional services. Represent an innovative new brand and work closely with our sales, product, and marketing teams to develop strategies that achieve business goals and ensure success for all users.

We need someone who will:

Hire, train, and drive performance for a world class team of customer success and support specialists as they lead complex projects and technology implementations at all levels of K-12.
Create and execute account plans that drive expansion beyond our initial footprint, manage details with big picture priorities, set best practices and expectations for our customers and team, and roll up your sleeves to personally drive key accounts.
Create robust and proactive systems and dashboards for measuring, communicating, and escalating customer needs to cross-functional stakeholders at the company, including our sales, product, and marketing teams.
Strategically define segmentation of our customer portfolio, structure the organization to deliver differentiated experiences, and use data to drive new and current partnerships to success.
Work with our executive team to ensure alignment between departments, define our ideal customer experience and customer journey, and help foster a company-wide culture of customer success.

What you'll bring:

Proven success leading teams in customer onboarding and account management.
Proven success in creating exceptional and impactful customer experiences.
Entrepreneurial spirit that allows you to thrive in a world of ambiguity — you know when and how to find the right information when you need it.
Passion for our product and the value and change we seek in K-12.
Exceptional ability to drive multiple stakeholders towards common goals through effective communication and a relentless commitment to continuous improvement.