StraighterLine offers low-cost, low-risk online pathway programs for students to earn college credit.
The Role
Lead the Customer Success team, design strategies, oversee onboarding and retention, and drive customer advocacy to ensure value for early childhood education partners.
Summary Generated by Built In
At StraighterLine we are on a mission to help students succeed!
About Us
StraighterLine is the leading provider of high-quality, affordable, online courses that help learners earn college credit and meet their professional goals. Each year, 150,000 learners take one of StraighterLine’s 215 courses to upskill into new careers or earn credit from over 2,000 colleges and universities worldwide. StraighterLine works with institutions and corporate partners to provide their students and employees with flexible education options that allow them to work and learn at their own pace. Visit www.straighterline.com for more information.
We are building a brand-new Customer Success organization, and we’re looking for an experienced, hands-on leader who is excited to design, launch, execute and scale a world-class customer experience from the ground up. As the Manager of Customer Success, you will lead our efforts to ensure early childhood educators, programs, and partners get maximum value from our products, supporting stronger outcomes for children nationwide.
You will bring your passion for teaching and learning, experience in fast-paced EdTech environments, and a proven track record building high-performance teams to help shape the future of professional development and credentialing in the early childhood market. You will play a key role in shaping departmental structure, customer experience strategy, and long-term operational frameworks as a member of the division’s leadership team.
What You’ll Do
- Design and implement the Customer Success function, including strategy, playbooks, onboarding, and performance metrics
- Hire, develop, and mentor a growing team of Customer Success Managers Own customer onboarding, adoption, retention, and expansion strategies with a focus on measurable outcomes
- Build scalable systems and processes across the customer journey: leveraging automation, data insights, and best practices
- Serve as the voice of the customer by partnering cross-functionally with Sales, Implementation, Product, and Support teams
- Monitor customer health and proactively address risks to ensure renewals and drive Net Revenue Retention (NRR)
- Lead QBRs and executive-level conversations with strategic partners, states, and education organizations
- Support program-level reporting and success metrics aligned to credential and training requirements
- Drive customer advocacy and help shape product roadmap through feedback and insights
What You’ll Bring
- 4+ years of Customer Success, Customer Experience, or related experience in SaaS or EdTech
- Direct teaching or early childhood education experience (or strong knowledge of early childhood programs and workforce requirements)
- Experience building or scaling a Customer Success team from the ground up — including hiring, coaching, and process design
- Strong understanding of subscription/renewal metrics, enablement strategies, and customer engagement analytics
- A proactive and resourceful leader comfortable working in a fast-paced, high-growth environment
- Exceptional communication, stakeholder management, and relationship-building skills
- Passion for improving educator outcomes and strengthening the early childhood workforce
- Willingness to be both a strategic leader and a hands-on operator
Bonus Points
- Experience with:
- Professional development and/or credentialing programs (e.g., CDA)
- Head Start, ECE coalitions, state quality initiatives, or workforce development organizations
- Implementing CRM platforms (Gainsight, ChurnZero, Totango, HubSpot, etc.)
Why Join Us
Opportunity to lead a critical function during an exciting stage of growth
Mission-driven work impacting early childhood educators and programs nationwide
Collaborative culture with room for innovation, creativity, and career growth
Working at StraighterLine
StraighterLine team members work every day knowing that they are helping learners on their path to employability and career success. We're an inclusive team that fosters collaboration, that trusts and communicates openly. Like our students, we are lifelong learners and strive for excellence in our work. We are committed to bringing innovative solutions to the field - your ideas will never go unheard. And, best of all, we love to celebrate each other's contributions and wins.
We also know how important a life outside of work is, and the support that employers can contribute.
Our Benefits:
Generous time off policies, 13 public holidays.
Medical, Dental, and Vision Insurance Coverage (*one option full funded by StraighterLine)
401K Safe Harbor: StraighterLine contributes 3% of your total salary whether you contribute or not
Six weeks paid parental leave
Free StraighterLine courses for you and your family members
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Top Skills
Churnzero
Crm Platforms (Gainsight
Hubspot)
Totango
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The Company
What We Do
StraighterLine was founded in 2009 as a solution to the rising costs of a college education. StraighterLine is the category creator for providing scalable solutions to deliver affordable, effective, and accelerated learning pathways to formal degree programs and widely recognized industry credentials.
The StraighterLine platform supports over 40,000 students a year, including directly through the straighterline.com website and through a growing network of college, university, and employer relationships. In partnership with more than 150 regionally accredited colleges and universities, we offer low-cost, low-risk online pathway programs for students to earn college credit and ultimately achieve their academic dreams.
Why Work With Us
We are a growing company in a growing industry. The education industry was fundamentally changed because of Covid-19, and as more students are opting for an online education, we're able to serve their needs. Many of our employees are fully remote and we offer extremely competitive benefits.
