Director of Customer Success

Director of Customer Success

Location: Remote. Location in Boston or Minneapolis-St. Paul preferred but not essential.

Reports to: CEO

Company: Reflection Sciences, Inc.

Website:www.reflectionsciences.com

Contact: Rosalind Martin: rmartin@reflectionsciences.com

About Reflection Sciences

Human attention and decision-making (executive function or EF) skills are emerging as the key brain skills of the 21st century. Our company, Reflection Sciences, exists to ensure that everyone builds the EF skills they need to thrive in school and in life, starting in early childhood.

We partner with the most innovative states, school districts, and research partners to strengthen EF in the classroom and at home. Our work combines gold-standard, research-backed measurement tools with play-based, culturally responsive practices that help children grow these skills in authentic ways. Our customers and partners include the leading organizations in the fields of executive function and early education. As a fast-growing, mission-driven organization with a strong scientific foundation and expanding national reach, we offer the opportunity to make a meaningful impact at scale. Joining our team means helping shape a future where every child has the chance to develop a strong brain—and the confidence and capability that come with it.

Position Overview

The Director of Customer Success (DCS) will lead and scale Reflection Sciences’ essential customer success function, ensuring that every partner achieves measurable impact from our products and renews with confidence. This role combines strategic leadership with hands-on management, overseeing a growing team (currently 4, expected to grow to 6-8 by the end of 2026) responsible for account management, implementation, professional development, support, and partner outcomes across school districts, states, and private early learning networks.

The DCS will drive customer satisfaction, retention, and expansion by building systems, processes, and metrics that ensure every customer experiences seamless onboarding, effective training, and visible success. Customer success is a key strategic focus for Reflection Sciences, with the DCS role being central. DCS works closely with the Vice President for Sales & Marketing and the Chief Technology Officer. DCS reports to the CEO.

Key ResponsibilitiesLeadership & Strategy

• As one of the top executives in a fast-growing company, with leadership of a top strategic focus, you will work with the CEO and executive team to develop and execute a comprehensive customer success strategy aligned with company growth and retention goals.
• Leverage technology innovations, especially in AI, to improve customer success.
• Build and manage our team of talented and passionateImplementation Specialists, Account Managers, Content Creators, Trainers, and Support Staff.
• Partner with Sales, Product, and Operations to ensure a cohesive customer lifecycle from acquisition to renewal.
• Own customer health metrics, including retention, expansion, NPS, and time-to-value.
• Define and track KPIs for implementation fidelity, engagement, and learner outcomes.

Customer Onboarding & Implementation

• Oversee onboarding programs for district, state, and center-level customers, ensuring training and rostering processes are clear, efficient, and measurable.
• Collaborate to ensure structured project management for large-scale implementations at the state and school district levels.
• Design scalable onboarding systems in Monday.com and Intercom, supported by automated communications and knowledge base tools.

Support & Success Systems

• Maintain and continuously improve a three-tier customer support system (L1 frontline chat, L2 product triage, L3 engineering escalation).
• Ensure the Head of Customer Success team manages rosters, onboarding workflows, and reporting cadence effectively.
• Partner with Product and Engineering to channel feedback into feature development and quality improvements.

Retention, Renewal, and Growth

• Develop proactive renewal processes and expansion strategies, leveraging data and usage insights.
• Build success playbooks and impact reports demonstrating value to customers, administrators, and funders.
• Partner with Marketing to generate case studies, testimonials, and advocacy opportunities from high-impact accounts.

Metrics & Reporting

• Track and report on customer success KPIs to the executive team and board, including renewal rates, customer health scores, and customer engagement trends.
• Establish a cadence of monthly and quarterly reporting on key metrics to the CEO.
• Collaborate with the CFO and Sales on ARR forecasting and pipeline coverage from the success side.

Qualifications

• 7+ years of experience in Customer Success, Implementation, or Education Services, with at least 3 years in a leadership role.
• Proven experience scaling customer success in a SaaS or EdTech company, ideally in early childhood, K–12, or assessment.
• Strong understanding of school district and state agency operations. Knowledge and experience with implementation science and frameworks for successful projects in an education organization.
• Exceptional project management and organizational skills.
• Excellent communication and interpersonal skills — able to inspire trust and alignment across diverse stakeholders.
• Experience managing systems such as Monday.com, Intercom, and Google Workspace.
• Bachelor’s degree required; Master’s degree preferred in Education, Business, or related field.

What you will Need

• The ability to work between 9am-5pm Eastern time or Central Time, or 8am-4pm Pacific Time (an 8 hour day).
• Webcam for meetings & trainings
• A quiet, secure, and uninterrupted working environment with no distractions or other responsibilities during work hours.

Why Join Reflection Sciences

We have built a well-balanced team over the last 3 years that works well together on a remote basis, and as a result the company has grown over 3X in the last 2 years. The opportunity for professional growth in the DCS role in the next 3-5 years is significant. This is a good role for somebody excited about building a department and earning equity in a fast-growing company.

• Mission-driven company with measurable social impact on early learning outcomes.
• Fast-growing industry sector with big impact on learning & life outcomes
• Groundbreaking research partnerships with universities and leading education organizations.
• Collaborative, data-driven, and fast-paced team culture.
• Competitive salary, stock options, and benefits.
• Opportunity to shape how states and schools understand and improve executive function in millions of children.

Compensation & Benefits

Commensurate with experience; includes base salary, performance bonus, and stock options.

Benefits include generous health insurance with 100% of premiums paid by the company, 401k with employer match, and other benefits.