Director of Customer Experience

Company Description
TechSmart is a pioneering AI software and workforce development company transforming the public K-12 school system into a launchpad for future-ready talent. We partner with school districts across the country providing AI and Software Development curriculum, teacher training and a platform which prepares students for both entry-level jobs requiring strong AI skills and positions in emerging high-demand tech fields.

AI is transforming industries at an unprecedented pace, reshaping how we learn, work, and engage with technology. As AI continues to drive innovation and job growth across the nation, we are seeing the early stages of significant AI adoption among school districts nationwide.

Based on this, we have launched a strategic initiative to prepare our Customer Success Department for the exciting growth ahead.

Position Overview
We are seeking a dynamic, customer-obsessed player-coach who blends strategic vision with a hands-on approach to delivering exceptional customer experiences at scale. The ideal candidate is equally comfortable jumping into a customer Zoom meeting as they are designing the long-term strategy, processes and systems that define our customer experience.

As our Director of Customer Experience, you'll lead a growing team while staying close to the work—coaching, collaborating, and directly engaging with school district partners and teachers to ensure every customer achieves measurable success.

This role balances leadership and action: you'll design and execute a comprehensive customer experience and success strategy that enhances satisfaction, drives retention, and fuels sustainable growth. The right candidate pairs data-driven decision-making with deep empathy for teachers and learners, inspiring others through example. You'll guide our Customer Success Department through an exciting period of expansion—shaping the systems, processes, and culture that ensure every school and teacher feels supported, valued, and empowered to deliver exceptional learning experiences.

Key Responsibilities
Strategic Leadership

• Develop and implement a company-wide customer experience strategy aligned with organizational goals and growth objectives.
• Define key performance indicators (KPIs) and success metrics to track adoption, implementation fidelity, teacher satisfaction, student engagement, retention, and overall customer health.
• Own Net Revenue Retention and account renewals across a national portfolio of school district partners.
• Lead the organizational change related to scaling customer-facing operations.

Customer Relationship Management

• Represent the company in school district leadership meetings, teacher meetings, and account reviews to strengthen partnerships, ensure high-fidelity implementations, and empower educators to deliver exceptional learning outcomes.
• Lead initiatives to increase teacher and customer satisfaction, reduce churn, and maximize customer lifetime value.
• Partner with Sales to create seamless handoffs from acquisition to ongoing engagement.

Teacher Onboarding & Professional Learning.

• Lead the design and delivery of scalable school district and teacher onboarding programs that equip educators to confidently implement our curriculum from day one.
• Develop scalable, high-quality virtual professional learning courses that help teachers master the curriculum, leverage platform features, and apply classroom best practices.
• Measure the impact of professional learning through adoption metrics, educator feedback, and instructional outcomes to ensure long-term success and satisfaction.

Operational Excellence

• Oversee the design and execution of efficient customer success processes that deliver consistent, high-quality experiences.
• Utilize CRM and CX technologies (Salesforce, Airtable, Zendesk) to improve visibility, automation, and analytics.
• Establish and maintain dashboards to monitor health scores, support metrics, and key performance outcomes.

Team Leadership

• Lead, mentor, and inspire a high-performing team of customer success managers.
• Foster a culture of accountability, continuous improvement, customer empathy and excellence.
• Build a culture of proactive communication, meticulous documentation, and thorough follow through.

Preferred Background And Experience

• Experience: 5-7 years of progressive leadership in Customer Success, Customer Experience, or Client Services, including at least 1-2 years in a senior management or director-level role.
• Industry Expertise: Background in K-12 EdTech SaaS and service organizations with a strong focus on customer engagement, retention, and value realization.
• Strategic Impact: Demonstrated success designing and scaling customer success frameworks that improve retention, net revenue expansion, and overall customer satisfaction.
• Teacher Professional Learning: Experience with remote synchronous and asynchronous teacher professional learning design and delivery.
• Team Leadership: Experience leading Customer Success teams and in high-growth or evolving organizational environments.
• Analytical Skills: Proficiency in data analytics and reporting tools; ability to interpret insights from customer data and translate them into actionable strategies.
• Education: Bachelor's degree required; advanced degree in Business, Communications, or a related field preferred.

Interested in Joining Us?
If this opportunity aligns with your interests and experience, we'd love to hear from you.

Please include your resume and a brief cover letter sharing why you're interested in this position and how your skills make you a strong fit.

Please note that this is a full-time, salaried position with benefits. Compensation includes a base salary and Net Revenue Retention bonus.

We look forward to reviewing your application and connecting with you soon.