Director of Customer Success
August 21
🏡 Remote – New York
Description
• Drive world-class support to Kira Learning’s customer base, including leading differentiated customer experiences for our most valuable (and often complex) customers. • Create multi-contact relationships with schools and districts by identifying and connecting with stakeholders. • Regularly communicate with teachers and administrators to ensure successful implementation of Kira Learning solutions. • Assess and respond to student progress and mastery data to help teachers improve student outcomes. • Share teacher feedback with curriculum, product and engineering teams to inform ongoing product development. • Manage renewals and expand existing relationships; oversee renewal conversations with administrators and track deal data accordingly. • Build and provide training, product support and delegation tactics for customer issues. • Drive alignment towards product and sales improvements with key partner teams, such as Sales, Engineering and Product. • Provide accurate forecasting and reporting on customer success metrics; escalating any accounts at risk of churn and taking appropriate actions. • Serve at the escalation point for customer issues and manage resolutions effectively. • Inclusively grow, develop and lead a robust, high-functioning Customer Success team.
Requirements
• 7-10+ years of customer or client success leadership in an enterprise B2B business • Extensive experience in working with local and state educational agencies (e.g., state boards, school districts, etc) • High proficiency with technical SaaS products and a demonstrated ability to educate others in how to utilize such products • Impeccable leadership skills with a strong ability to coach, rally and develop others. • Ability to confidently and thoughtfully influence across the organization, including with leadership • Strong verbal and written communication skills; can patiently, professionally and effectively communicate with others. You understand how important the details in communication are too, like body language and vocal tonality • Nimble, scrappy and adaptable. Can roll with the punches and thrive in a fast-paced, early-stage startup environment • A positive, can-do attitude. You’re not deterred by minor setbacks and are able to swiftly overcome ambiguity • Will consistently cultivate a culture of inclusion where all team members feel a sense of belonging and can bring their authentic selves to work • Strong proficiency in Google Workspace programs, Microsoft Office Suite, CRM software and project management software
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