Director of Customer Success at Renaissance (Remote)
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 have won numerous awards including EdTech Digest’s 2018 Company of the Year. Recently, we were acquired by Renaissance to support the shared mission of accelerating learning for all. 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, and our diverse team is based across the US.
Location: Remote (travel < 10%)
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 Director of Customer Success you are leading various teams of Customer Success Managers as they manage the customer’s journey through onboarding, nurturing, renewal, and expansion for our individual School customers. 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 market team.
Role and Responsibilities:
Successfully lead, manage, and mentor School Team Managers who lead Customer Success Managers.
Responsible for driving process creation and execution for strong implementation, deep adoption, high retention and expansion of customers.
Create strategy and playbooks that will aid Customer Success Managers in their daily interactions.
Mitigate customer risk by understanding the renewal statuses and account health of the book of business.
Drive accurate retention and expansion forecasting from your Team Managers to inform business decisions and drive KPIs.
Strategize with your teams on regional focused territory plans.
Collaborate cross functionally, internally with all departments especially Sales and Marketing.
Meet and exceed assigned targets for renewals, sales expansion opportunities, and strategic objectives associated with a portfolio of accounts.
Research, analyze, develop, and recommend processes and procedures to improve the customer’s overall experience.
Required Skills & Experience:
Bachelors’ degree in education, business, or other related fields required; Masters’ degree in related fields preferred.
Minimum of 5+ years prior experience in leading Customer Success Teams within SaaS Education company required; including 3+ years of successful team management experience
Understands the K-12 education competitive landscape
Experience leading a book of business over $5M in ACV with high volume and an understanding of how to scale engagement
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 10-25% of the time
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.