Head of School Success (Remote position)
31 Oct, 2022
$120000 — $140000 yearly
Have you always wanted to combine your passion for education with your customer service skills? What about working for a company where teachers and schools are your customers? If your heart just started beating a little faster, then you just might be Edpuzzle’s missing piece!
We're looking for someone incredible to step into the role of Head of School Success on the US-based Revenue Team at Edpuzzle, a leading edtech company trusted by over 80% of schools in the USA and millions of teachers and students across the globe, with offices in San Francisco and Barcelona. The right person will lead, coach, coordinate, mentor, and empower our Global School Success Teams in North America, LatAm, EMEA, and APAC. This person will ensure that the global School Success team is building relationships and increasing teacher engagement with key customers around the world to achieve high renewal rates and reduce customer churn.
Define and deliver your vision of world-class SaaS customer success for the global company Define the customer journey and own and deliver on customer health and retention goals and overall account strategies Manage the customer lifecycle, voice, and other critical data points in the CRM Implement and scale the strategic accounts initiative with standard materials, processes, and tools Implement and manage a standard customer business review cadence with strategic customers Develop deep and lasting relationships with our customers’ leaders and executives Own and manage KPI’s such as gross retention, teacher engagement rate, feature adoption, net promoter score, etc. Drive true value for customers – find ways for CSM’s to deeply understand our customers’ objectives and become trusted advisors Determine how to define, drive, and demonstrate the value (ROI) delivered Drive Alignment with Renewals & Expansion on renewals and up-sell strategy and identify new opportunities to pass onto Sales Identify opportunities for continuous improvement Manage, train, and mentor a global School Success team Foster a healthy culture of learning, growth, and fun Build out a world-class Enterprise School Success Team through thoughtful onboarding and continuous cultivation of your direct reports, priming the next leaders within the organization Enhance team efficiency through automation of processes Serve as a point of escalation for team members and customers Identify strengths within your team’s portfolio and turn them into growth opportunities Oversee and manage Regional Directors of School Success, and motivate, inspire, and mentor team members to excel, enabling our most senior resources to focus on strategic customer consultation and junior resources to focus on customer-specific support and requests Collaborate with Sales, refining team operational processes and best practices to ensure consistent delivery and support for our customer base Collaborate with Sales to help with presale conversations with prospective customers and to ensure smooth transitions from Sales Team to School Success Team Partner closely with Revenue to deliver a positive, seamless experience for our customers and support continued customer growth Partner with Product and Engineering to continuously improve products and bring the voice of the customer into the organization Gather feedback from other departments to improve the customer experience Help foster a company-wide culture of Customer Success
Passionate about customers, their success, and how software solutions can achieve their needs Excellent interpersonal and customer service skills in-person, on the phone, through email, and over video Comfortable presenting to different audiences and experience presenting to Executive Management Teams Excellent sales and customer service skills, organizational skills, attention to detail, and time management skills with a proven ability to meet deadlines Strong analytical and problem-solving skills and supervisory and leadership skills Ability to prioritize tasks and to delegate them when appropriate Ability to function well in a high-paced and at times stressful environment Highly effective at dealing with change and ambiguity as business needs shift responding well under pressure and demonstrating flexibility while ensuring compliance Proficient with Salesforce or similar software Highly data-driven and proficient with Microsoft Excel (or Google Sheets) A good understanding of customer success methodologies including segmentation, customer journey, and customer health scoring Commercial experience in renewals and/or upselling Strategic thinker with the ability to think and respond quickly in front of customers Self-starter able to deliver on objectives through collaboration and persuasion Able to manage simultaneous initiatives and deadlines accurately and efficiently Able to maintain a positive, collaborative, and upbeat attitude Must be able to read, write, and speak fluently in English
Prolonged periods of sitting at a desk and working on a computer High-speed internet connection Able to travel at least 25% of your time (including internationally)
Hiring for remote work in these states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Maryland, Michigan, Minnesota, North Carolina, Nevada, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia & Washington
About remote positions:
Work remotely from the comfort of your own home or chosen workspace Receive guidance from your manager & ask all the questions you need Meet with your manager on a weekly basis to review status & brainstorm new projects to accomplish goals Set daily tasks with your manager initially, over time becoming more autonomous & proactive in proposing new ideas to reach goals
Education & Experience
Bachelor’s degree is required; Master’s or MBA preferred Experience creating a customer-centric team culture and mentoring team members’ careers 5+ years of customer success or account management at a SaaS or software solution company 3+ years of leading customer success teams at a SaaS or software solution company
Competitive salary of $120,000 – $140,000 Medical, vision, and dental insurance 401(k) matching Flexible PTO 14 paid holidays MacBook, monitor, and flexible work-from-home setup Incredible opportunity to grow, learn & build lifetime bonds with other passionate people
Edpuzzle is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Edpuzzle makes hiring decisions based solely on qualifications, merit, and business needs at the time.
References from previous employers will be requested from candidates during the selection process. If you'd like to be considered for this position, please apply below. We look forward to hearing from you!