VP of Customer Success

Branching Minds - Remote - Full time

About Branching Minds

Branching Minds’ mission is to empower all educators to effectively, efficiently and equitably support the holistic needs of their students; and to create a path to academic and personal success for every learner. Already supporting over 1,000,000 students across 100+ districts from 30 states, our vision is to be the most impactful national K12 school district MTSS solution; consistently demonstrating our ability to save teachers planning/documenting time, improve outcomes of our students, and eliminate the racial achievement gap.

We take a partnership approach to our districts, supporting them through a myriad of services, deployment of tools and strategies, design and creation of system-level change plans, and of course the adoption and implementation of our best-in-class MTSS platform solution. We meet our partners where they are in order to help them achieve the goal we share with them: stronger and more equitable outcomes for their students.

Who we are looking for:

BRM is hiring a VP of Customer Success (CS), who will lead CS and related functions. We are looking for a people-first leader, who can advocate for the members of our team as well as our customers; a thought partner who will take the time to understand the background of our accounts and our diverse approaches, but will also guide us towards better, more scalable and effective practices. As part of this work, the VP of CS will serve as a senior leader optimizing our entire customer journey. This role is perfect for someone who has a strong vision for Customer Success, has extensive experience developing and managing a healthy and growing customer base, and is a self-starter who can turn vision into reality.

This role will be responsible for driving an exceptional BRM experience, including solution onboarding/adoption and ongoing engagement and enablement. The VP of CS will support regional customer success teams, and ultimately drive the goals, measures, and targets of the CS organization. This position will require a high degree of collaboration with the Sales, Product, Services, Data, and Support leaders and teams, and will report to our CEO.

What you’ll do:

  • Lead all aspects of the CS organization, which includes driving strategic adoption, ensuring an effective engagement strategy, and optimizing ongoing internal cross-functional engagement to create and reinforce a company-wide culture of Customer Success
  • Pioneer the development of onboarding programs across multiple customer tiers, both 1-to-1 and 1-to-many engagements
  • Guide the creation of onboarding and implementation playbooks for the CS team
  • Ensure programming drives value for BRM’s customer segments, so they have the right products, services and tools to accomplish their goals
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Attract, empower and mentor a top-notch team that can manage large, complex customer implementations (including at some of the largest school districts in the U.S.), and provide advisory services on system-level change work, while living BRM values
  • Define and track metrics and KPIs that showcase onboarding and implementation success
  • Drive strong internal collaboration with the Sales, Product, Services, Data, and Support teams, as voice of the customer and to identify and pursue growth opportunities, partnering with the Sales teams to align adoption and value realization with BRM tools, services, and strategies and KPIs on retention and customer base growth
  • Prioritize a deep understanding of the BRM brand to ensure our customer onboarding experience is filled with special BRM moments
  • Contribute to the overall success of BRM’s CS team by going above and beyond roles and responsibilities while embodying our culture and values

What You’ll Need:

  • 5+ years of people positive team management experience in a customer success leadership role
  • Proven track record of building and supporting SaaS customer success organizations and scaling for growth
  • Extensive CRM/sales technology experience, ideally at a high-growth enterprise SaaS company; understanding of the most important metrics, and knows how to optimize a business for scale
  • Healthy appetite for technical problem-solving; proven ability to manage complexity with clarity; is naturally curious, and analytical, with executive polish
  • Strong executive presence and ability to challenge business leaders; has an incisive perspective on sales & revenue operations and is a natural advisor
  • Strong presentation skills and the ability to articulate complex concepts to cross-functional audiences
  • Exceptional collaboration, negotiation, and relationship-building skills – with the ability to develop win-win relationships at all levels of leadership, both internal and external to BRM
  • Experience managing system-level change work, and an understanding of customer success best practices and models; demonstrated skill streamlining and aligning interdepartmental initiatives
  • A general manager mindset with a bias towards action and questioning of the status quo
  • Ability to harness positivity, enthusiasm and vision to empower the team to achieve greatness, rather than getting bogged down by process.

Bonus points if you:

  • Have previously worked in K12 and/or ed tech
  • Have experience in a sales role, or even better if you have also led a sales team

What We Offer:

  • The opportunity to shape the company’s voice
  • Competitive compensation and benefits
  • A flexible schedule
  • A freedom PTO policy
  • Full remote work
  • Health & Wellness funds
  • Learning/Professional Development funds
  • 401K program
  • An awesome, cross-disciplinary mission-driven team solving meaningful problems that improves the lives of educators and students

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Senior Level

Branching Minds

Branching Minds is a leading K-12 edtech provider that leverages the learning sciences and technology to help school districts effectively personalize learning through enhancements to their MTSS practice. If you are energized by the idea of using innovation to reimagine education in the US, join us.
Share this job
Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up