TeachTown is the leading provider of education solutions for students diagnosed with autism, developmental and intellectual disabilities, emotional disorders, and speech/language impairments. We are seeking a Director of Customer Success & Operations (CS&O) to join our Customer Experience Team. In this role, you are responsible for guiding a team of Customer Success Managers (CSM) in their responsibilities of creating a delightful TeachTown customer experience while also driving forward operational strategies that will allow the TeachTown Customer Experience team to measure our success and scale as we grow. Success in this role is defined by TeachTown CSMs delivering a consistent experience for the customers grounded in customer delight while operationally providing clear visibility to where each customer is in their TeachTown journey and against key metrics of the customer’s experience.

 

Your responsibilities will include, but are not limited to: 

 

  • People and Customer Leadership

    • Hiring, coaching, and developing a team of CSMs focused on working with public school districts across the United States, and on building relationships with teachers and school administrators in the customers within their books of business

    • Ensuring each CSM is equipped to deliver against our Customer Experience methodology, providing coaching or additional mentorship when necessary

    • Managing day-to-day success of the CSM team including ensuring the delivery and documentation of high-quality engagements throughout the customer journey, ensures focus on key Customer Experience metrics are met or exceeded, managing escalations from direct reports and participating in customer-facing meetings alongside CSMs as necessary or warranted.

 

  • Strategy and Operations

    • Leading the creation of a Customer Experience engagement model and associated methodology, plus necessary tools, templates and reporting to ensure the journey is meeting the needs of our customers and TeachTown

    • Facilitating appropriate reporting for the Customer Experience leadership team to determine our success against key metrics, plus the ability to report up to TeachTown executive leadership.  Key metrics include customer satisfaction, customer revenue retention, delivery against engagement model across all teams within Customer Experience, customer sentiment

    • Developing appropriate risk mitigation strategies to minimize customer churn and increase customer delight

    • Working across TeachTown to ensure we are partnering appropriately with the other teams to ensure a cohesive customer experience

    • Creating additional strategies and operational tools, as defined or needed, that support the Customer Experience teams in fulfilling TeachTown’s overall goals and objectives and aim to increase customer satisfaction and overall revenue retention

    • Participates in relevant industry forums to establish network within wider education technology industry

 

 

Basic Requirements:

  • 7+ years of progressive experience in Customer Success roles in the SaaS industry, preferably in the EdTech space

  • 5+ years of experience managing teams, including hiring, performance management, and talent development

  • 5+ years of experience designing and implementing Customer Experience strategic plans and engagement models to successfully reach business targets

  • 5+ years of experience utilizing Salesforce, Google Suite and/or Microsoft Office

  • Consultative and solution-oriented mindset, with a proven track record of solving complex problems to the benefit of customers

  • Excellent written/verbal communication and presentation skills with demonstrable ability to understand our programs and deliver successful presentations to decision-makers

  • Excellent negotiation and leadership skills

 

Preferred Education and Experience

  • Experience working in a startup organization

  • Experience working with customers in the Public Sector vertical, more specifically in K-12 education is strongly preferred

  • BS/BA degree strongly preferred

 

Additional Notes:

US Work Authorization Required

 

About TeachTown

Our mission is to measurably improve the academic, behavioral, and adaptive functioning of students with disabilities. TeachTown offers teachers, parents, and clinicians proven software, curriculum, tools, and strategies that can help them meet educational goals and increase every child’s intellectual and social functioning. Here at TeachTown, we are committed to research and evidence-based practices with an exclusive focus on serving the needs of children diagnosed with autism spectrum disorder, those with intellectual disabilities or developmental delays, and children with emotional and behavior disorders.

 

TeachTown’s solutions are based on the principles of applied behavior analysis, which is the only scientifically validated therapy for students with moderate-to-severe learning disabilities. In addition, the use of machine learning and data analysis enables our software to dynamically adapt curricula scope and provide personalized learning for each student, in a highly scalable manner.

 

TeachTown is supported by L Squared Capital Partners. 

 

All TeachTown employees are expected to display unquestionable integrity in every aspect of work and dealing with others. Respect for diversity and inclusion of all individuals is imperative to our business success, embedded in our culture and required.

 

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