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Director, Scale Customer Success

NoRedInk

NoRedInk

Customer Service, Sales & Business Development
United States · Remote
Posted on Thursday, May 30, 2024

Teaching kids to think critically and communicate effectively has never been more important, and NoRedInk helps students become better writers in more than 60% of U.S. school districts.

We're looking for a Director of Scale Customer Success to lead our team that works with our schools and small districts segment to ensure their success and continued adoption of our platform. This individual will be responsible for developing and executing a scalable customer success strategy, leading a team of Customer Success Managers (CSMs) and Customer Support Specialists, and ensuring the success and satisfaction of our schools and small district customers. As a vital member of our Customer Success organization, you’ll have the opportunity to influence how administrators and educators across the country engage with their students using NoRedInk.

Key responsibilities:

  • Leadership & Team Management:
    • Lead, mentor, and develop a team of Scale Customer Success Managers and Customer Support Specialists to ensure high performance and career growth.
    • Foster a customer-centric culture within the team, ensuring high levels of engagement, satisfaction, and retention.
  • Customer Lifecycle Management | Strategy & Execution:
    • Own the full post-sale customer lifecycle, from onboarding to renewal, ensuring a seamless and value-driven experience for schools and small district customers.
    • Design and execute scalable customer success strategies that are rooted in the unique needs of small districts to drive fast time to value, customer onboarding, product adoption, customer satisfaction, and long-term advocacy.
    • Develop standard operating procedures on renewal processing including how to leverage fields in SalesForce to improve reporting and visibility.
    • Think creatively and holistically to design solutions with a right-touch mentality - that meet both the needs of our customers and NoRedInk; not being afraid to leverage new technology to create a one-of-a-kind experience
    • Serve as a support and an advocate for the customer support manager and team to enable them to manage customer escalations and resolve issues in a calm, urgency-minded approach, ensuring high levels of customer satisfaction.
  • Retention & Growth:
    • Lead team to proactively identify opportunities for account growth and expansion, collaborating closely with sales, product, and other cross-functional teams to drive revenue growth and achieve customer success metrics for schools and small districts.
    • Work with the team to effectively forecast and manage school and small districts’ renewals.
    • Effectively forecast and build a pipeline for expansions and incremental customer solutions.
    • Support team for negotiations of contract renewals and incremental services and/or solutions.
  • Cross-functional Collaboration:
    • Partner with Sales, Product, and Marketing teams to ensure alignment and support for customer success objectives.
    • Serve as the Voice of the Customer, providing feedback and insights to influence product development and enhancements.

You are right for this role if you:

  • Can think both strategically and tactically - you can see the big picture and know what is required to make it a reality
  • Are exceptional at communication (written and verbal), negotiation, and relationship-building skills, with the ability to engage and influence stakeholders at all levels of the organization.
  • Have strong problem-solving skills and the ability to thrive in fast-paced, changing situations, remaining calm under pressure and driving towards solutions.
  • Have experience meeting/exceeding quantitative financial KPIs (quota, renewal rate, net retention rate, etc.)
  • Are dedicated to helping those around you, including direct reports, team members, and customers, reach their full potential; willing to roll up your sleeves and dive into the details

Requirements:

  • Minimum of 7 years of experience in client success or account management, with at least 3 years in a leadership role.
  • Background in K12 education and edtech.
  • Proven track record of leading a team and scaling customer success within a B2B environment.
  • Strong analytical and problem-solving skills with a demonstrated ability to develop strategies based on data-driven insights.
  • Excellent communication and interpersonal skills, capable of working with cross-functional teams.
  • Deep understanding of client success metrics, software, and tools.

What NoRedInk Offers:

  • A competitive salary and equity package in a well-funded startup with a strong product-market fit
  • Excellent health, vision, and dental benefits (U.S. Only)
  • 100% remote work environment
  • Flexible PTO and paid parental leave
  • 401(k) (U.S. Only)
  • LinkedIn Learning subscription with unlimited access to thousands of expert-led online courses
  • Team retreats and events to connect with fun, talented coworkers
  • The ability to help millions of students and teachers and address a critical societal need

About NoRedInk:

NoRedInk helps students in over 60% of US school districts become better writers. Our deeply engaging, adaptive curriculum personalizes exercises to kids' interests, guides them through the writing process with instructional support, and boosts their skills through targeted practice. Students have completed over 10 billion exercises on our site, and our mission is to help all students harness the power of the written word.

Check out our press page, including our 2-minute pitch on NBC and articles in The Washington Post, Wall Street Journal, and Forbes.

NoRedInk believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. At NoRedInk, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.

Compensation at NoRedInk is robust and includes a full range of benefits, unlimited PTO, monthly co-working stipends, an initial home-office set-up stipend, and generous equity. Our salary ranges are based on factors such as expectations as laid out in the job description, location-specific market data, internal parity, and the experience and skills of individual candidates. Therefore, the on-target compensation range (OTE), inclusive of base and bonus is $125,000 - $150,000 and accounts for a variety of locations and skills/experience. Please know that if you are invited to speak with a recruiter at NoRedInk, they will have an open discussion about compensation during your first call to ensure alignment.

*Note: Agencies or other third-party recruiters may not submit unsolicited candidate resumes or their information to any NoRedInk employee, including a NoRedInk Recruiter, unless a contract is signed and you are given permission by the Talent Acquisition team to work on a job opening.