Head of Customer Success

3 weeks ago

Beaverton, Oregon, United States Vernier Science Education Full time
About the Role

Vernier Science Education is seeking a seasoned professional to lead our Customer Success team. As the Head of Customer Success, you will be responsible for driving customer satisfaction, maximizing product utilization, and fostering business growth.

Key Responsibilities
  • Create and manage a scalable Professional Development (PD) program that generates incremental revenue, delivers high customer satisfaction, and scales with the business.
  • Define a PD program that aligns with the company's core values and ensures value alignment and maximizes revenue potential.
  • Manage the PD delivery team to meet or exceed desired outcomes and establish systems, tools, and processes to track key performance indicators.
  • Introduce, operationalize, and launch a Customer Success Management (CSM) program that drives high-quality customer acquisition, onboarding, retention, and product adoption.
  • Establish and implement an organizational design strategy that enables the CSM team to scale with the business and lead recruitment, training, and development of a larger customer success and PD team.
Requirements
  • Bachelor's degree in business, Education, or a related field.
  • 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.
What We Offer
  • Competitive pay, profit sharing, exceptional benefits, and a generous employer contribution into your 401(k) retirement account.
  • Onsite fitness center, private shower facilities, an indoor bike storage room, and weekly fitness activities/classes.
  • Employer-paid commuter benefits to all eligible employees.
  • Training opportunities, tuition assistance, paid volunteer time, a generous PTO (paid time off) plan, and paid sabbaticals.

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