Director of Customer Success, Online Education

Job Summary:

As our online bookstore and educational services have continued to grow, there has developed a significant overlap in the customer base of our various offerings. Rather than siloing the customer service teams by product lines, we see a compelling need to align these teams more closely across the delivery platforms to form a single customer success team. To that end, we seek a dynamic, experienced leader to head the customer success team, championing this transition.

Our online bookstore and educational services department encompasses AoPS Online School, Beast Academy, and AoPS Academy Virtual Campus, and combined they reach tens of thousands of customers each year. As the Director of Customer Success, you'll be leading the customer success team, providing parents with insightful consultation services, recommending suitable educational products, and addressing any questions or concerns throughout their entire journey with us.

Essential Responsibilities (includes, but is not limited to):

• Devise and continuously enhance team structure, recruitment, training practices, and operational processes to cater to evolving customer needs
• Ascertain that the customer success team possesses a comprehensive understanding of all Beast Academy AoPS products and services
• Guarantee swift communication with customers and effective resolution of customer feedback and complaints
• Oversee consultation services for potential customers
• Supervise the execution of re-enrollment initiatives and cross-product sales strategies
• Collaborate with growth, product, and school teams to strategize, implement, and assess marketing, outreach, and retention campaigns.
• Employ data-driven methods to assess both process efficiency and individual performance.
• Manage the creation and maintenance of customer service policy documentation, workflow, and templates.
• Other tasks related to the customer success of the online bookstore and educational services, as assigned.

Ideal Skills, Experience, and Competencies:

• Experience leading a customer success team, ideally for a company with multiple product lines
• Deep understanding of the population served by AoPS products and services
• Strong written and verbal communication skills
• Strong interpersonal skills
• Ability to set high-performance standards for the team
• Driven and innovative in growing enrollment

Perks and Benefits:

This is a hybrid full-time position based at our headquarters in San Diego, CA. The full salary range for this position is 100K - 150K, with a variable year-end bonus. Here are some things you can look forward to:

• Impact: The opportunity to lead a fantastic Customer Success team that provides best in class services to parents of our students nationwide.
• Culture: Work and collaborate with an organization filled with builders and life-long learners who strive to discover, inspire, and train the great problem solvers of the next generation
• Flexibility: Casual work environment with a hybrid work week and flexible scheduling
• Benefits: Multiple options for Medical, Dental and Vision plans
• Future Planning: 401K with company match
• Quality of Life: PTO Plan and supportive leadership that gives you the work-life balance you deserve
• Ease of Transition: Relocation bonus (if currently located outside of San Diego)

Please note that in order to be considered for this position you must be legally authorized to work in the US. We are unable to offer sponsorship, including STEM-OPT or H-1B.