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Head of Institutional Customer Success

2 months ago

Chicago, United States Varsity Tutors LLC Full time

Nerdy is searching for a dynamic and driven Head of Institutional Customer Success to join our Varsity Tutors for Schools team. The person in this critical senior leadership role will be responsible for leading an institutional customer success division and playing a pivotal part in expanding Nerdy’s institutional business and maximizing team performance.

The Head of Institutional Customer Success will lead a team of customer success managers and drive the relentless execution of effective implementation and support of our institutional customers throughout the United States. The individual in this role must have a deep passion for cutting-edge technology and proven leadership experience in B2B customer success / professional services. We are looking for a Head of Institutional Customer Success who thrives in a fast-paced environment, has a ferocity for driving team performance and exceeding goals, and is dedicated to making a meaningful impact on students and school districts. The ideal candidate will possess a fervent enthusiasm for leading fast-growing customer success teams, bolstered by exceptional interpersonal skills that enhance product engagement and adoption.

The ideal candidate must exhibit strong leadership capabilities with the proven ability to build strong relationships with key district leaders and officials. This person should drive the overall strategy and operations of the customer success division and maximize the execution of the team, being tenacious about achieving fast growth and executing ambitious sales goals. The Head of Institutional Customer Success will be instrumental in building and scaling our fast-growing institutional business, impacting the lives of millions of students throughout the United States.

Qualifications:

  • Bachelor’s Degree
  • 10+ years of leading customer-facing organizations in a B2B customer success environment. Experience in edtech is a plus.
  • Proven experience leading and evolving teams. Ability to coach and develop teams.
  • Strong project management experience with the proven capability to lead cross functional teams to provide timely issue resolution.
  • Ability to influence through collaboration, persuasion, negotiation and consensus building.
  • Experience selling business cases to internal and client audiences
  • Strong empathy for customers, and a passion for education.
  • Understanding of and a desire to grow an organization.
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Strong customer relations skills and high emotional intelligence
  • Proficient in CRM systems (Salesforce or HubSpot preferred)
  • Proficiency in Google Suite, web-based presentation tools & video conference tools

Responsibilities:

  • Onboarding & Implementation
    • Design processes to maximize efficiency, effectiveness, and ensure exceptional service for our customers
    • Collaborate with key stakeholders to build alignment on project timelines, key milestones and desired outcomes
    • Successfully onboard school districts of all sizes and demographic makeups, ensuring full adoption and long-term success of our platform services
    • Assures all customer-related activities, communications, and opportunities are tracked in the CRM
  • Customer Service & Supports the Voice of the Customer
    • Gathers customer feedback and collaborates with internal partners to evolve Varsity Tutors’ product offerings to meet emerging needs and remove friction points
    • Achieves key success metrics including adoption, engagement and renewals and customer sentiment Helps manage change at the customer level. Leads the CSM team to overcome customer objections and resolves concerns with key stakeholders
    • Use data to determine the effectiveness of the customer success team.
  • Retention & Renewal
    • Leads the CSM team to proactively engage with customers to secure renewals and drive expansion
    • Develops relationships with key stakeholders to build reference accounts and develop net promoter accounts
    • Secures resources and approvals for research case studies to use for marketing purposes, inclusive of data collection, surveys, and customer testimonials
  • Team Development
    • Demonstrates effective team management, including interviewing, hiring, training, coaching, motivating, & managing a team of customer success managers
    • Supports Customer Success Managers to enable them to build successful relationships with customers
    • Develops cross functional relationships to align customer objectives, product enhancements and growth opportunities
  • Leadership & Culture:
    • Builds Teams: Leads the work of hiring and promoting bar-raising talent. Responsible for employee development, even when it means moving people to other areas to help them grow.
    • Thinks Big: Sets ambitious and audacious goals and is willing to consider boldly different solutions to achieve them.
    • Insists on High Standards: Recognizes that yesterday’s extraordinary is today’s ordinary. Identifies and articulates high standards and pushes themselves and the teams to reach them.
    • Bias for Action: Recognizes that most decisions are not one-way doors and demonstrates strong bias for speed, but makes decisions and acts with the speed that is appropriate to the circumstances.
    • Builds Trust: Establishes trust, even with those who think differently. Actively listens, seeks to understand, and is kindly candid in conversation. Humbly owns mistakes, even when it’s uncomfortable.
    • Goes Deep: Understands the details and audits frequently. When inconsistencies exist between expected results and anecdotes, tenaciously digs into why. Rolls up their sleeves and do what’s needed.
    • Has Conviction: Insists on having the conversation “in the room” and actively participates, even when it’s exhausting. Does not capitulate for the sake of consensus, nor “pocket vetos” decisions. Fully committed once a decision has been made.
    • Delivers Results: Leaders identify what needs to be accomplished and deliver quality, timely results. When setbacks occur, leaders persevere and overcome.
    • Is Right, A Lot: Most decisions and suggestions prove to be correct, given a situation’s context, when judged over time.
    • Apolitical: Embraces and supports Nerdy as an apolitical company and recognizes that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes.

Benefits:

  • Competitive Salary, Variable Compensation, and Equity (Restricted Stock Units) in the company
  • Healthcare Plans (Medical, Dental, Vision, Life)
  • 401k Company Matching Plan
  • Maternity, Paternal, and Adoption Leave
  • Remote Position
  • Flexible PTO
  • Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
  • Unique opportunity to help transform how the world learns

Nerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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