Director of Customer Success
San Francisco Bay Area, CA
Customer Success /
Full-time /
On-site
We are looking for a talented and experienced Director of Customer Success who will lead and grow a team providing hands-on support to our enterprise customers. As our Director of Customer Success, you will work cross functionally across sales, product and engineering to drive expansion and adoption of Kira Learning in K-12 classrooms globally. We’re looking for someone who has experience working with education institutions and boards and is comfortable adapting in a changing environment. The ideal candidate also has experience building and managing high performing teams.
Responsibilities & Duties
- Drive world-class support to Kira Learning’s customer base, including leading differentiated customer experiences for our most valuable (and often complex) customers.
- Create multi-contact relationships with schools and districts by identifying and connecting with stakeholdersRegularly communicate with teachers and administrators to ensure successful implementation of Kira Learning solutions.
- Assess and respond to student progress and mastery data to help teachers improve student outcomes.
- Share teacher feedback with curriculum, product and engineering teams to inform ongoing product development.
- Manage renewals and expand existing relationships; oversee renewal conversations with administrators and track deal data accordingly.
- Build and provide training, product support and delegation tactics for customer issues.
- Drive alignment towards product and sales improvements with key partner teams, such as Sales, Engineering and Product.
- Provide accurate forecasting and reporting on customer success metrics; escalating any accounts at risk of churn and taking appropriate actions.
- Serve at the escalation point for customer issues and manage resolutions effectively.
- Inclusively grow, develop and lead a robust, high-functioning Customer Success team.
Experience & Skills
- 7-10+ years of customer or client success leadership in an enterprise B2B business
- Extensive experience in working with local and state educational agencies (e.g., state boards, school districts, etc)
- High proficiency with technical SaaS products and a demonstrated ability to educate others in how to utilize such products
- Impeccable leadership skills with a strong ability to coach, rally and develop others. Capable of delivering and receiving thoughtful feedback
- Ability to confidently and thoughtfully influence across the organization, including with leadership
- Strong verbal and written communication skills; can patiently, professionally and effectively communicate with others. You understand how important the details in communication are too, like body language and vocal tonality
- Nimble, scrappy and adaptable. Can roll with the punches and thrive in a fast-paced, early-stage startup environment
- A positive, can-do attitude. You’re not deterred by minor setbacks and are able to swiftly overcome ambiguity
- Will consistently cultivate a culture of inclusion where all team members feel a sense of belonging and can bring their authentic selves to work
- Strong proficiency in Google Workspace programs, Microsoft Office Suite, CRM software and project management softwares
$160,000 - $190,000 a year
Competitive salary ($160,000 - $190,000) and equity package in a well-funded, high growth company. Compensation is based on a number of relevant factors such as location, professional experience and related skill sets.
Flexible PTO
Paid parental leave
Top-notch medical, dental and vision coverage
Company 401(k) plan
