Senior Director of Customer Success - West
Job Details
Management
Full Time
4 Year Degree
Other

Company Overview:

At Nearpod, we believe teaching is the most important job in the world. Every day, we reach students through our learning platforms on Nearpod.com and Flocabulary.com. We have diverse backgrounds, but a shared goal of putting teachers and students first in everything that we do. We’re backed by leading edtech investors, and have won numerous awards including Edtech Digest’s 2018 Company of the Year. We’re looking for people with a lot of hustle, a lot of empathy, and a desire to do something meaningful. We've adopted a remote-first culture. Our diverse team is based across the US with many working out of our office headquarters in Fort Lauderdale, Florida.

 

Location: Remote in the West Coast

 

Position Overview:

We believe that Customer Success is all about understanding your customers desired outcomes with your platform and working with them to ensure they experience the most value possible along the way. As a Senior Director of Customer Success you are leading various teams of Customer Success Managers as they manage the customer’s journey through onboarding, nurturing, and renewal. The goal is to not only retain the customer, but to always look for opportunities to expand the relationship and use of the platform. As a leader of these essential teams, you will play a pivotal role in the continued success of Nearpod. You will also collaborate directly with Nearpod’s Sales, Marketing, and Operations teams to help build a scalable and united go to marketing team. 

 

Role and Responsibilities:

  • Successfully lead, manage, and mentor Customer Success team managers.

  • Responsible for driving process creation and execution for strong implementation, deep adoption and high retention.

  • Create strategy and playbooks that will aid Customer Success Managers in their daily interactions.

  • Mitigate customer risk by understanding the renewal statues and account health of the book of business.

  • Create a cadence of business reviews ensuring customer goals are met and helping teams meet their KPIs. 

  • Ability to lead and motivate team during high growth

  • Strategize with a team on regional focused territory plans.

  • Collaborate cross functionally, internally with all departments especially Sales and Marketing.

  • Meets and exceeds assigned targets for renewals, sales expansion opportunities, and strategic objectives associated with a portfolio of accounts.

  • Researches, analyzes, develops, and recommends processes and procedures to improve the customer’s overall experience.

  • Understands the K-12 education competitive landscape.

 

Qualifications:

  • Bachelors’ degree in education, business, or other related fields required; Masters’ degree in related fields preferred.

  • Minimum of 8+ years prior experience in leading Customer Success Team within SaaS Education company required; including 5+ years of successful team management experience  

  • Leadership experience, excellent presentation skills, and ability to lead others to consensus.

  • Demonstrated success building senior-level relationships, and excellent business development and negotiating skills  

  • Ability to operate in a highly efficient manner by multitasking in a fast-paced, goal-oriented environment.

  • Exceptional organizational, analytical, and detail-oriented thinking skills.

  • Strong passion for exceeding customer expectations.

  • Proven track record of meeting/exceeding goals and targets.

  • Great interpersonal, written and oral communication skills

  • Excellent planning, organizational and prioritization skills

  • Experience using Salesforce.com and Gainsight preferred 

  • Experience working with remote teams and across diverse cultures

  • Ability to travel 50%-75% of the time post pandemic

 

Employment Requirements: Must be authorized to work in the U.S. without restrictions

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Student Engagement Platform - Nearpod and Flocabulary
Student Engagement Platform - Nearpod and Flocabulary
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