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
Requirements
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
Additional Instructions
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
Perks and 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
