WHO WE ARE
Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students. We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential. We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction.
WHAT IS THE POSITION
The SVP of Customer Success is a proven leader with a track record of scaling customer success organizations and driving outcomes through a customer journey. This role will develop and lead a strong, knowledgeable, skilled, and data-driven customer-facing team. The SVP will drive a results-oriented culture (focused on measures of effectiveness for learning outcomes and business outcomes) and will architect, execute, and continuously improve standard operating procedures and processes.
This role is responsible for driving the teams responsible for effective implementations at scale focused on customer outcomes and delivering research-based, high-quality professional development. This leader will shape and drive the customer success strategy, optimize the customer journey, and refine engagement models for customer-facing teams. The SVP will own the implementation lifecycle, including customer satisfaction, utilization optimization, and standardizing delivery models, tools, materials, and reporting.
WHAT YOU WILL DO
Strategic Leadership and Vision
- Ultimate ownership of Customer Success’ outcomes including activation, adoption, implementation, and retention
- Implement and refine customer-centric segmentation that aligns with business goals
- Collaborate seamlessly with sales, product, and operations team to ensure an exceptional customer experience throughout the customer journey
Leadership and Team Growth
- Proven track record of managing, building, and/or transforming high-performing teams that consistently meet or exceed goals
- Establish clear performance expectations, providing continuous coaching and feedback
- Cultivate a positive, collaborative, and Educator First mindset within the team
- Lead cultural transformation that harmonizes the One Edmentum approach across the Customer Success team in a dynamic market and business environment
Customer Relationship Management
- Manage and lead customer engagement model, including health score, customer satisfaction reporting and unwavering loyalty
- Leverage analytics to create insights to develop tailored strategies for implementations for portfolio solutions that proactively assess risk and drive action based on data
Operational Excellence
- Establish and monitor key performance indicators to drive continuous improvement, including utilization, retention, expansion, and growth
- Instrument, analyze and improve the impact measures, including services qualified leads, retention and expansion, learning outcomes, efficacy of professional development, and implementation effectiveness
- Create and deploy scalable and repeatable processes including implementation playbooks, and business review process.
- Ensure the operational excellence of customer engagements including executive briefings and communications
- Leverages deep working knowledge of state and local educational policy to develop custom implementation models
- Map the customer’s journey, optimize the customer’s lifecycle and heath score; identify listening points and standardized actions at each journey point.
- Establish a scalable segmentation strategy; build interventions for each key moment in the journey and identify areas for continuous improvement.
- Optimize effectiveness leveraging data and technology to proactively measure, monitor and predict customer behavior.
- Optimize Voice of the Customer program and solicit regular feedback from customer-facing functions to deliver key insights to product.
- Champion customer priorities with senior leadership; Collaborate and communicate with product and technology colleagues to influence Customer success initiatives within the product roadmap.
- Evaluate risk drivers across implementations, products, and services to make strategic decisions & align resources across teams.
- Identify business needs for growth, productivity improvement as well customer experience improvement opportunities.
WHAT YOU WILL BRING TO EDMENTUM
- MBA or equivalent experience required
- 7+ years of experience leading teams in customer-facing capacity (e.g. Services, Partnership Management, Account Management, Client Success, Sales)
- Proven experience managing customer relationships, achieving high levels of customer satisfaction and retention
- Strong financial acumen with experience negotiating services pricing, packaging, and segmentation
- Excellent written and verbal communication skills
- Proven record of increasing renewal rates and driving adoption and growth of the install base
- Relentless drive for continuous improvement with demonstrated return on investment
- Executive-level experience in a customer success role with a fast-paced organization
- Hands-on experience architecting customer success tools and systems
- Data visualization experience (e.g. Microsoft Power BI, Tableau) preferred
- Education and technology fluency to bring credibility to internal and external relationships
HOW WE WILL SUPPORT YOU
- Competitive compensation package and best in class Total Rewards offerings.
- Collaborative and inclusive Remote First work environment.
- Company culture that values innovation, growth, and impact.
- Commitment to employee development and career advancement.
Edmentum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Edmentum’s notice regarding the collection of personal information from interested candidates is available here