Director of Customer Success (Hybrid)
About Us:
Elevate K-12 is on a mission to ensure every student receives a high-quality education, regardless of zip code. We are changing the way classrooms work by creating a brand new category of live, virtual classroom instruction to give students access to exceptional teachers through our two-sided network. Our certified teachers from across the country are securely streamed into tens of thousands of classrooms, providing instruction that would otherwise be unavailable in many districts across the U.S. Our goal is to enable high-quality, live teaching for every learner in the U.S., from kindergarten through their first jobs, so they can identify and pursue their unique passions in life. We are the new way to the classroom!
Elevate K-12 is a series-C funded (led by General Catalyst), high-growth, EdTech company enjoying strong business momentum. We are growing at 150%+ CAGR in a $50B TAM with plans to double again next year. We have the first-mover, and now the first-scaler, advantage and we are working to become an iconic EdTech brand in live teaching, uplifting the lives of millions of students and creating unique job opportunities for teachers in this new, innovative category of education.
The Role:
In this role, you will lead a team of customer success managers to deliver an exceptional experience and drive value for our district and school customers. You will develop and guide customer success strategies that drive successful implementation, ongoing programming, value creation and satisfaction of our customers. You will instill operational rigor and build best practices to ensure an optimal experience for our customers.
We have an incredible mission, team, and brand at Elevate K-12, and we're getting better every day. We have achieved an extraordinary product/market fit and have entered an exponential growth stage of the company. If all of this sounds exciting to you – We want to hear from you!
What you will do:
- Lead a team of 5-7 customer success managers (CSMs), ensuring that they work closely with school administrators to plan and implement the Elevate K-12 program virtually and within their buildings.
- Oversee the day-to-day operations of all customers on your team throughout all stages of the customer life cycle, including implementation, GO LIVE and ongoing programming. Work with CSMs to mitigate risks ensuring second to none customer service.
- Build strong relationships with our customers and their key stakeholders to understand their needs and identify opportunities to drive business value.
- Analyze customer success metrics and experiment! Identify waste, redundancies and inefficiencies in the customer journey that can be improved by working cross functionally to develop new processes that add value to the customer experience.
- Strategize with sales and other customer success leaders to ensure the overall CS strategy is implemented and being executed team wide securing the growth and retention of our schools and districts.
Qualifications:
- Bachelor's degree in education, business, marketing, or communications.
- 10+ years of total experience and 5+ years of working in related fields in one of the following roles: School/district administrator, customer success, account management or operations management.
- 5+ years' experience leading teams focused on customer relationship management.
- Excellent speaking and written communication skills.
- Thrives in fast-paced operations tempo and can adapt to changes in the business.
- Thinks big and understands how to communicate solutions and ideas to their teams and their customers.
- Strategic critical thinking and problem-solving skills.
- Flexibility to travel at least 25% or more specifically during seasonal demand to complete school site visits, customer meetings, program launch and other program setup activities.
What we offer:
- An amazing team of "Elevaters" with a strong, inclusive, and diverse work culture
- Competitive compensation
- Unlimited PTO (Paid Time Off) & 12 company paid holidays
- Employee Assistance Program
- Benefits – Medical, Dental, Vision, 401K and more
- Phone stipend
- Chicago office gym & roof top space
We are an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, color, religion, gender (including gender identity, gender expression, change of sex, and transgender status), sexual orientation, national origin, ancestry, age, military or veteran status, physical or mental disability, medical condition, pregnancy, marital status, genetic information, or any other characteristic protected by applicable law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request.
By
Elevate K-12
Elevate K-12 is passionate about creating high-quality teaching and learning opportunities for teachers and students. We are on a mission to make zip code free teaching available to all students, irrespective of where they live. Elevate K-12 bri...
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