We are seeking a passionate, results-driven Head of Client Success to lead our Client Success team and ensure the success of our school district partners. As the Head of Client Success, you will play a crucial role in driving customer retention and fostering a culture of customer-centricity within the organization. You will lead a team of Client Success Managers and collaborate closely with cross-functional teams to deliver exceptional experiences for our clients through the next critical stage of organizational growth.
Why you should join KickUp
Our mission is to empower educator professional growth using data. Your work at KickUp will lead to system-level change in education.
Our product is a robust, data-rich professional growth platform. We’re proud to maintain an exceptional customer NPS above 80 and establish ourselves as an emerging leader in the K12 professional growth software market.
We’ve proven product-market fit, and still have a lot of growth ahead. Joining at this stage affords significant opportunities for autonomy and growth without having to start from scratch.
We are a remote-first organization with high flexibility. We offer an extended holiday break, summer Fridays, and “Focus Fridays” – a day with limited Slack and meetings throughout the year. On a semi-annual basis, we gather for a full team on-site.
Our team is humble, sharp, and user-focused with a unique blend of both mission driven and business smart qualities. We care about the work and are committed to each others’ success.
In this role, you will be responsible for:
- Leadership and Strategy:
- Develop and execute a comprehensive client success strategy aligned with the company's objectives, with an eye towards sustainable scaling.
- Provide visionary leadership to the Client Success team, setting clear goals and KPIs for individual and team performance.
- Foster a collaborative and customer-focused culture that values continuous improvement and drives excellence in service.
- Customer Retention and Growth:
- Oversee and drive customer retention initiatives, reducing customer retention costs and ensuring long-term partnerships and customer loyalty.
- Develop and evolve processes to ensure smooth implementation for new clients.
- Maintain exceptional knowledge of our products and their value to ensure value realization & identify opportunities for upselling and cross-selling.
- Collaborate with the Sales and Product teams to explore expansion opportunities within existing accounts.
- Team Management and Development:
- Recruit, train, and develop a high-performing Client Success team.
- Provide coaching and feedback to enhance team members’ skills and expertise.
- Establish performance metrics and conduct regular performance reviews to drive accountability and professional growth.
- Customer Advocacy:
- Serve as the voice of the customer, empowering others to understand their needs.
- Act as the escalation point for critical client issues and work to resolve challenges effectively and efficiently.
- Proactively gather customer feedback and use insights to improve products, services, and customer experience in partnership with other leaders.
- Performance Analysis and Reporting:
- Analyze key metrics and performance indicators to measure the effectiveness of client success initiatives.
- Prepare and present regular reports to leadership, highlighting achievements and areas for improvement.
About you
We believe diversity breeds innovation. We are actively looking to add members to our team who will bring diverse backgrounds, new perspectives, and a willingness to challenge us to improve the work we do every day. We recognize that underrepresented groups may be less likely to apply to a role if they don’t meet 100% of the listed qualifications. We are committed to growth and we encourage you to connect with us if you meet a majority of the qualifications and this role is aligned with your career trajectory and interests.
We are looking for someone with:
- Proven experience in a leadership role within a client success or account management function with an enterprise SaaS product and high-touch model.
- A track record of successfully managing and developing high-performing teams through various stages of scale.
- Education DNA - prior experience in ed tech is a plus.
- Demonstrated experience in client retention, upselling, and driving client satisfaction.
- Strong business acumen and the ability to understand and align customer needs with company goals.
- A point of view on what it takes to hit goals and a willingness to embrace alternatives.
- Exceptional communication, negotiation, and interpersonal skills to build strong relationships with clients and internal stakeholders.
- Analytical mindset with the ability to use data to drive strategic decisions and measure success. Comfort with Hubspot/alternate CRMs.
- A passion for customer advocacy and a deep commitment to delivering exceptional customer experiences.
- Ability to prioritize, pivot and adapt based on market needs and company goals.
Other details:
This is a full-time, remote position that can be performed anywhere in the US. Candidates must be legally eligible to work in the United States. There may be light travel requirements to visit customers at conferences, typically 1-5 times per year. Compensation involves base and variable components, with total on-target earnings ranging from $130,000 - $190,000.
