Vice President of Customer Success

SchoolMint - San Francisco, California - Full time

We’re looking for a customer experience guru to join SchoolMint and Hero as our new Vice President of Customer Success. This leader needs to coalesce Customer Success people, systems, and processes across multiple product lines of SchoolMint and Hero. The VP of Customer Success will have demonstrable experience creating outstanding, scalable customer success organizations, be passionate about elevating our customer experience pillars, and is highly motivated to continually be the customer advocate to the highest order.

The VP of Customer Success should be comfortable acting as a player-coach with the existing Customer Success team and will be responsible for evolving both our customer support and professional services practices within CS. The VP of Customer Success will be responsible for the full customer lifecycle activities (on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.) and will help us to adopt best-in-class systems and methodologies to ensure high levels of customer engagement and satisfaction.

Responsibilities

  • Manage, grow, professionally develop, and mentor an existing Customer Success team
  • Provide the vision and direction of customer success (Support & Professional Services) strategy and processes with innovation and creativity
  • Oversee CS P&L, Enable and accelerate profitable revenue growth through:
    • Increasing renewal rates and reducing churn
    • Expanding revenue through cross-sells and up-sells
    • Defining professional services offerings and optimizing utilization of billable resources
    • Influencing future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Drive continuous improvement and champion positive change to implement industry best practices, strategies and processes
  • Partner with the Engineering, Product, Marketing, and Sales to ensure positive customer outcomes
  • Seamlessly deliver multiple projects and initiatives simultaneously
  • Function as a bridge between technology and business experts
  • Leverage data and customer feedback for reporting and collaborating on the product roadmap
  • Work closely with the Sales teams to develop success strategies and customer growth plans
  • Develop and nurture long-term relationships with high-yield customers
  • Contribute thought leadership and best practice, both internally and externally, around operational efficiencies. Collect feedback to provide our Development organization with product enhancement information
  • Ensure customer issues are resolved quickly, leveraging resources from across SchoolMint as needed
  • Manage operational components for renewals, customer satisfaction, and premier support engagement
  • Provide executive project oversight and client communication
  • Hire world class talent and manage performance to ensure career growth opportunities
  • Maintain, develop and execute key performance metrics to ensure high customer satisfaction and low attrition rates

Qualifications

  • Bachelor's degree in a related field. MBA or Masters is a plus
  • 10+ years experience in enterprise customer success and account management 10+ years of experience in services leadership with proven experience in building and leading a Customer Success team
  • Experience overseeing a department-level P&L and revenue goal
  • Bring a deep understanding of SaaS customer support and customer success methodologies
  • Enthusiastic and inspiring people management skills
  • Demonstrated success of scaling both customer support and professional services teams in a high-growth environment
  • Has a strong empathy for customers
  • Excellent project management, organization, and communication skills
  • Data-driven with a deep experience with business analytics
  • Highly tactical with thoughtful action to drive high-performance results
  • Subject matter expertise in education technology is a plus
  • Experience using Salesforce, Gainsight, and Zendesk a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Role

Customer Implementation / Customer Success

Experience Level

Senior Level

SchoolMint

SchoolMint is the leader in strategic enrollment management software for Pre-K-12 schools nationwide. Over 7,500 schools use our products to improve student enrollment, registration, application, lottery, and school choice for families.

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