Customer Success Director K-12 Literacy (US Northeast)

Partner in Publishing is searching for a Director of Customer Success (US Northeast) on behalf of our client, provider of an award-winning interactive Literacy tutor, which listens, assesses and accelerates reading mastery.   Our client’s team is fully remote, passionate, talented, and customer focused. 

This role is remote, located in the Northeast US.

Who You Are 

You are the face and voice of the client. The Customer Success team is the tip of the spear for the mission. You work with partners and school districts to ensure that the product is successfully implemented and is helping children become better readers. You will work with the rest of the organization to uncover new ways to improve the product and make it the tool students use to practice reading. 

What You’ll Do 

  • Build Trusted Relationships 

‍You build strong relationships keyed to trust.  You will spend a lot of time in schools and classrooms. You will communicate with a variety of users (administrators, teachers, and students) about their adoption trends and sentiment, and mine opportunities for deeper engagement. Because of your strong relationships, you identify opportunities for customers to act as the company’s advocates. 

  • ‍Establish and Implement Customer Support Practices 

‍You enable successful roll-out of the product in schools and classrooms, including sharing and developing relevant collateral, processes, and practices that optimize the customer experience. You gather feedback from customers, study other customer success programs and analyze data to identify and disseminate best practices. You establish practices that schools and districts can implement to drive success. You provide insights to customers to ensure that they get the most out of the software. 

  • ‍Provide Technical and Product Support 

‍You know your products inside and out. You are often called upon to provide first and second tier technical support to customers or to provide training on our products. You will build and manage solutions and systems with a high level of accuracy and attention to detail. You marshal resources across the company and partner organizations to support customers’ needs. You help district leaders understand the best ways to utilize the product based on their needs.  

  • ‍Drive Product Improvement 

‍Customer Success Directors are the conduits for user feedback. You must be excellent at distilling the reasons why the product is working well and why it is failing to deliver value. You then convey this information back to R&D in an actionable form, working to find the right compromises between engineering and service implementation time/cost and customer value.  

Skills and Experience 

  • 5+ years of teaching experience at the K-3 level 
  • Instructional leadership experience in early literacy preferred 
  • You are highly organized and can direct others.  
  • You are an excellent communicator, both orally and in writing.  
  • Strong technical aptitude and analytical skills, with the ability to translate data into insights 
  • Highly collaborative and responsive with internal and external stakeholders 
  • Flexible approach, able to operate effectively with uncertainty and change  
  • Experience working with and managing relationships with stakeholders and customers  
  • This is an execution-oriented role with a reasonable amount of routine work and long hours 
  • Eastern / central hours required. There will be material (~50%) travel. 

What the Company Offers 

  • Competitive Salary 
  • Large company-level benefits 
  • Meaningful stock option ownership 
  • The opportunity to help children around the world have a better life 

Expectations 

  • The company is a startup. There is an expectation of long hours and hard work. 
  • Large company-level benefits 
  • Meaningful stock option ownership 
  • The opportunity to help children around the world have a better life 
Job Category: Customer Support
Market: K-12
Location: Remote / Northeast US
Type: External

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