Director, Customer Success

As a member of the leadership team of the Customer Experience Division, the Aeries Director of Customer Success is a customer-centric, ambitious, forward-thinking, outcome-driven individual who will play a key role in ensuring the success of all Aeries products for customers, as well as ushering Aeries customers through the transition of the next generation of the Aeries SIS. You will be tasked with overseeing efforts to keep all Aeries customers continuously happy, proactively supporting customers in maximizing their use of Aeries to support student success and nurturing an extensive base of loyal brand advocates.

All about the Job

As Director of Customer Success, you will collaborate closely with our three other CX departments (Implementation, Training, Customer Support), as well as the Product and Sales & Marketing Divisions, to drive initiatives that support customer usage of Aeries SIS. You will continually examine the various stages of the Aeries customer journey and identify gaps in Aeries product or customer support services. You will serve as a “Trusted Advisor” to strategic customers in a manner that guides them on a successful journey as an Aeries customer while consistently driving initiatives that lead to positive outcomes for all customers.

Your Mission

Create strategic customer success workflows, policies, and procedures 

Coordinate continuous and targeted outreach campaigns

Coordinate a robust Partnership program with a variety of EdTech companies that support the needs of Aeries customers 

Develop and implement strategic action plans for monitoring and increasing customer usage of Aeries features and ancillaries

Supervise day-to-day operations in the Customer Success department

All About You

Your Superpowers

Proactive, forward-thinking, and problem-solving mindset 

Data-driven and outcome-oriented 

Empathy for customers and team members 

Creating and maintaining a collaborative work environment 

Develop rapport and relationships with customers and partners 

Clear, concise, and effective written and verbal communications 

Project, time, and stress management 

Prioritizing, problem-solving, and multitasking

Your Experience & Skills

7+ years of Customer Service experience 

Prior SIS or EdTech experience strongly preferred, Aeries experience highly desired 

Team leadership & management experience 

Bachelor’s Degree or higher (or equivalent work experience)

Location

Our HQ is in Orange, California but remote work is available

Travel Requirements

Considerable travel in California and Texas is required

Compensation

$120,000 - $140,000 Salary, based on experience and skills 

Bonuses awarded for exceptional performance 

Benefits include: medical, dental, vision, 401(k), generous PTO

COVID-19 Vaccine Policy

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Full vaccination is a requirement for this role. Additional requirements include sharing your vaccine card in the company’s confidential record system. Aeries Software Inc. will consider accommodation requests as required by applicable law.

Aeries' Integrity

Aeries Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

All About Aeries

Aeries is a Student Information System (SIS) that serves millions of users (including students, teachers, parents and school and district staff) across California and Texas. Our mission is to deliver data-driven, intuitive, and innovative solutions that empower communities to advance student success. Our vision at Aeries is to build a world where data empowers educators. We believe strongly in the supporting role of technology in education but recognize that there’s no replacement for the wisdom and determination of the real people supporting students’ academic successes every day. That’s why our goal is to build tools that allow educators to focus on what they do best: educating.

Aeries is a successful family-owned and operated education software company that prioritizes quality of life, user experience, and long-term successes of those we serve. We build strong, lasting, meaningful relationships with our customers and our team members.