AddressPosition Overview
Given our business model, where our customers stay with us for a longer time, Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., School onboarding support, academic support to implement curriculum, quality control and improvement support services, learning resource support, advocacy, retention, etc).
Responsibilities:
- Drive Customer Success Outcomes
- Increase renewal rates and reduce school dropouts.
- Expand our revenue in accounts through increase in exam entries.
- Influence future lifetime value through new program adoptions, cross-sell and up-sell, customer satisfaction and overall health scores.
- Drive new business growth through greater advocacy and reference-ability.
- Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in the journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in the journey.
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement.
- Learn from best practices in the industry.
- Manage Customer Success Activities
- School Onboarding
- Professional Training
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy
- Measure the Effectiveness of Customer Success
- Define operational metrics for the team.
- Establish system for tracking metrics.
- Create cadence for review within team.
- Expose subset of metrics to executive team, company, and board
- Lead World-class Customer Success Team
- Attract high potential individual contributors into team.
- Foster collaboration within team and across customer lifecycle
- Encourage continuous learning within team.
- Inspire Customer Success Across Company
- Create company-wide culture of Customer Success
- Align with Marketing around marketing to existing clients.
- Align with Product around driving product roadmap.
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus.
- Align with Finance around measurement and forecasting.
- Align with Executive Team around key metrics and objectives.
- Drive company-wide definition of ideal customer
- Create company-wide customer feedback loop.
Required Experience/Skills:
- 13+ years' experience in leading education organization ideally groups of schools or institutions or managing educational franchise operation.
- Ability to manage influence through persuasion, negotiation, and consensus building.
- Ideally combined background of post-sale and sales experience
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement.
- Enthusiastic and creative leader with the ability to inspire others.
- Excellent communication and presentation skills
- Relevant master's degree: preference for education related degrees.
