Head of Customer Success

About Vernier Vernier Science Education provides innovative, reliable, and easy-to-use scientific tools and resources that align with our purpose: making science accessible, relevant, and engaging for all students. Our passion for science and commitment to educators enable us to build lifelong relationships with our customers, including K-12 schools, districts, and higher education institutions in the U.S. and internationally. We are also a great place to work, valuing entrepreneurship, innovation, collaboration, and community. About the Role The Head of Customer Success is a pivotal role responsible for driving customer satisfaction, maximizing product utilization, and fostering business growth. In the early stages, you’ll take a hands-on approach to building a scalable Professional Development (PD) program, shaping the Customer Success Management (CSM) strategy, and implementing the systems and processes necessary for growth. As the company expands, your focus will evolve from direct execution to leading and scaling a high-performing team, ensuring operational excellence while championing customer success at all levels. Qualifications Bachelor’s degree in business, Education, or a related field. K12 Teaching certification is desirable; National Science board certification is highly desirable. Strong understanding of teaching practices and school district operations; classroom teaching experience or district administration experience preferred. 10 years of K-12 EdTech experience, including at least 7 years in customer success leadership roles with strong knowledge of CSM best practices. Prior experience introducing CSM models and leading teams through change is highly preferred. Excellent communication, leadership, and organizational skills, with a proven ability to build strong relationships with stakeholders. Entrepreneurial mindset with a passion for building and leading new initiatives. Ability to travel up to 25%. Job Title: Head of Customer Success Department: Customer Success Reports To: Chief Customer Officer Location: US-based, fully remote SUMMARY The Head of Customer Success is responsible for driving customer satisfaction, maximizing product utilization, and fostering business growth. This position will take a hands-on approach to build a scalable Professional Development (PD) program, shape the Customer Success Management (CSM) strategy, and implement the systems and processes necessary for growth. As the company expands, this role will evolve from direct execution to leading and scaling a high-performing team, ensuring operational excellence while championing customer success at all levels. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Initial Responsibilities: Create and manage a scalable Professional Development (PD) offering. Define a PD program that generates incremental revenue, delivers high customer satisfaction, and scales with the business. Formalize pricing and packaging for PD services to ensure value alignment and maximize revenue potential. Manage the PD delivery team to meet or exceed desired outcomes. Introduce, operationalize, and launch a Customer Success Management (CSM) program. Shape the vision and create frameworks that drive high-quality customer acquisition, onboarding, retention, and product adoption. As a player-coach, you'll hire and manage the initial CSM team while serving as the CSM for a subset of customers. Define business systems and data requirements. Establish systems, tools, and processes to track key performance indicators such as customer satisfaction (CSAT), customer lifetime value (CLV), churn, and product utilization rates. Future Responsibilities: Establish and implement an organizational design strategy. Develop supporting processes that enable the CSM team to scale with the business. Lead recruitment, training, and development of a larger customer success and PD team. Cultivate a high-performing, values-driven culture. Establish and foster a customer-centric culture that aligns with the company’s core values. Lead by example, setting high standards for performance and accountability, while promoting collaboration and a shared sense of purpose throughout the organization. Innovate to improve retention, satisfaction, and expansion. Continuously seek out new ideas that enhance customer retention, satisfaction, and account growth. Amplify the customer’s voice. Build programs and processes that deepen the organization’s understanding of customer pain points and opportunities. Work closely with sales, marketing, and product teams to ensure alignment between customer success, product development, and customer acquisition strategies. SUPERVISORY RESPONSIBILITIES Directly supervises the Customer Success Team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include: Oversee training of new and existing employees on departmental processes and procedures. Assign, direct, and evaluate performance. Establish clear and regular communication expectations. Motivate, coach, counsel, recognize/reward performance, address complaints, and discipline workers. Conduct quarterly one-on-one meetings and timely performance reviews with all direct reports. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Attributes of a successful candidate include: Bachelor’s degree in business, Education, or a related field. K12 Teaching certification is desirable; National Science board certification is highly desirable. Strong understanding of teaching practices and school district operations; classroom teaching experience or district administration experience preferred. Ten years of K-12 EdTech experience, including at least seven years in customer success leadership roles with strong knowledge of CSM best practices. Prior experience introducing CSM models and leading teams through change is highly preferred. Excellent communication, leadership, and organizational skills, with a proven ability to build strong relationships with stakeholders. Entrepreneurial mindset with a passion for building and leading new initiatives. Ability to travel up to 25% of time. EDUCATION and/or EXPERIENCE Bachelor’s degree in business, Education, or a related field is required. K12 Teaching certification is desirable; National Science board certification is highly desirable. LANGUAGE SKILLS Excellent written and oral communication is essential, since this job relies heavily on the ability to communicate effectively. Ability to speak effectively before groups of customers or employees of an organization. Ability to read, analyze, and interpret common technical journals. MATHEMATICAL SKILLS Ability to comprehend and apply principles of calculus, algebra, and statistics. Interpretation of graphed data. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to creatively find ways to solve problems. Ability to create solutions to problems when needed. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus. Must be able to travel up to 25%. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Vernier Science Education is an equal opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans status, sexual orientation, gender identity, or any other characteristic protected by law. #J-18808-Ljbffr