Lead and develop a customer-focused team responsible for guiding educators, librarians, and institutions through the lifecycle of digital learning solutions. This role centers on building a motivated, high-performing team through coaching, performance management, and professional growth initiatives.
Key Responsibilities
- Manage a team of Customer Success Specialists, setting performance standards and fostering a collaborative, inclusive work environment.
- Partner with Sales to align customer engagement strategies with revenue goals, supporting deal progression through effective onboarding and platform demonstrations.
- Design and implement onboarding plans that build customer confidence and drive early adoption of digital tools.
- Work with Product, Marketing, and Technical Support teams to ensure a unified customer journey and relay actionable insights from user feedback.
- Monitor customer health indicators, identify risks to retention, and lead proactive interventions to improve satisfaction.
- Analyze usage patterns, engagement metrics, and customer data using PowerBI and Salesforce to shape strategy and team priorities.
- Support seasonal outreach efforts, such as Back-to-School campaigns, to maintain consistent engagement throughout the academic cycle.
- Deliver regular reports on customer outcomes, team performance, and success metrics to stakeholders and leadership.
Qualifications
Applicants should bring at least five years of experience in customer success, account management, or related fields within EdTech, SaaS, or educational publishing. A minimum of two years in team leadership is required, with demonstrated ability to coach individuals and improve team effectiveness.
Strong communication and stakeholder coordination skills are essential, along with proficiency in Microsoft Office and data visualization tools. Familiarity with Salesforce, learning management systems, or customer success platforms is preferred. Knowledge of higher education, academic libraries, or English Language Teaching environments is a strong advantage.
Work Environment
This role is based in a designated U.S. territory with occasional travel, including weekends, to support customer initiatives and team collaboration. The organization supports inclusive practices, employee empowerment, and innovation across functions.
Commitment to Inclusion
The company values diverse perspectives and ensures equal opportunity for all applicants. Reasonable accommodations are available for qualified individuals with disabilities during the application and hiring process.
