Head of Institutional Customer Success and Growth

3 weeks ago


Chicago, Illinois, United States Varsity Tutors LLC Full time
About the Role

We are seeking a highly experienced and results-driven Head of Institutional Customer Success to join our team at Varsity Tutors LLC. As a key member of our leadership team, you will be responsible for leading our institutional customer success division and driving the growth of our business.

Key Responsibilities
  • Onboarding and Implementation: Design and implement processes to maximize efficiency, effectiveness, and ensure exceptional service for our institutional customers.
  • Customer Service and Support: Gather customer feedback and collaborate with internal partners to evolve our product offerings to meet emerging needs and remove friction points.
  • Retention and Renewal: Lead the customer success team to proactively engage with customers to secure renewals and drive expansion.
  • Team Development: Demonstrate effective team management, including interviewing, hiring, training, coaching, motivating, and managing a team of customer success managers.
Requirements
  • 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, and video conference tools
What We Offer
  • 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


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