Director - Customer Success & New Product Strategy - EdTech

Director - Customer Success & New Product Strategy - EdTech (Series C Startup B2C)

We are a fast-growing edtech series B startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We're specifically looking for a customer success manager who will roll up their sleeves and lead a team from inside the trenches. As a key member of our leadership team, you will help craft the company's customer success strategies, build strong relationships with customers and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant digital or advertising client experience and a demonstrated record of analyzing and optimizing campaigns.

Objectives of this Role :

- Own overall relationship STRATEGY FOR ALL clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

- Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services

- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

- Maintain existing customer success metrics and data as directed

- Your team will Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

- Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals

- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

- Collaborate, problem solve, and/or strategize upcoming client meetings with team members

- Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement

- Work with the sales and marketing team to drill customer references and develop case studies

Required Skills and Qualifications :

- 10+ years of experience in communications, marketing, sales, account management, or customer success

- Strong verbal and written communication, strategic planning, and project management skills

- Analytical and process-oriented mindset

- Comfortable working across multiple departments in a deadline-driven environment

- Active team player, self-starter, and multitasker who can quickly adjust priorities