Toddle - Director - Customer Engagement

About Us :

At Toddle, we help teachers do better what they do best - teach!

We do this by creating intuitive technology tools that empower teachers across all stages of teaching and learning. Our mission is to amplify teaching for 60 million K-12 educators globally and support them in delivering meaningful and personalised learning experiences.

Here are some key facts about us:

1. Currently used by 1,000+ IB schools and 25,000+ IB teachers from 107 countries

2. Zero churn

3. NPS > 70

4. 100% product led growth fuelled by positive word of mouth

Here's what we love solving for :

1. Creating delightful experiences that help teaching teams collaborate better & be more effective

2. Building tools that help teachers personalise learning for their students

3. Helping teachers around the world connect with each other meaningfully

We are at a pre-series A stage right now, growing fast in the SAAS Ed-tech space, and have been funded by Matrix, Beenext, and Better Capital among others.

Here's what you'll be doing :

We are looking for a diligent, driven, passionate person for our efforts on engagement and retention of our schools in a high growth environment. The Director of Customer Engagement will be responsible for happiness and engagement of schools using Toddle.

The north star metrics for this role are logo and revenue retention.

Your responsibilities will include :

CSM Platform (Totango) :

- Developing a deep understanding of Totango and build internal training modules

- Owning the implementation, updation and maintenance of Totango

- Driving the adoption of Totango and training the School Success team on the same

Drive engagement of schools on Toddle :

- Mapping out a school's journey with Toddle and build, implement and constantly improve upon engagement playbooks for these stages

- Developing & implementing a framework for school success managers to engage with their schools

- Working with the content & design teams to generate resources for schools

- Identifying at-risk schools and building playbooks to keep them engaged

- Identifying mid- to highly engaged schools and building playbooks to increase their engagement

- Conducting NPS/ surveys/ CSATS and analysing scores to identify gaps

- Building and implementing playbooks for the adoption of new features

Is this someone that looks like you?

- 3+ years of work experience, in similar roles or in consulting/program management

- Experience working with a CSM (Totango/ Smartkarrot/ Freshworks/ Planhat) is a big plus

- Strong operational experience and ability to build scalable, repeatable processes

- We deeply value building the right culture at Toddle, and these are a few things that we look for in each hire - Coach-ability, Curiosity, Ownership, Hustle and Humility

- Excellent written and oral communication skills

- Location : Bangalore, India (until office resumes it's remote)

Excited about the role?

Here are some more benefits :

1. Exposure to diverse learning opportunities :

- Work across different projects & teams to develop skills outside of your core expertise

- Access to a small budget towards learning (e.g. books, online courses, substacks)

2. Industry best leave policy :

- We trust you fully on your commitment to our mission and your judgement on planning your time and taking leaves :

- No cap on the number of sick or casual leaves

- Special paid leaves for childbirth, wedding etc.

- And if in any circumstance you feel burnt out - there is a little something for this too!

3. Flexible working hours :

- Block "no-meeting hours" to enable uninterrupted focused work

- Saturdays are flexible non-working days - dedicate these as you like

4. No bell curve performance evaluations

5. And yes, a super fun and smart group of folks to collaborate and grow with.

Still with us? Here's the process :

1. Shortlisting :

- Send us your resume

- We'll check out your application and assess it for a fit

- You will hear back from us within 2-3 days of the submission if shortlisted

2. Once shortlisted, we usually do about 2 rounds of interviews, a written assignment, and deep reference checks

3. We value everyone's time, and hence we make it a point to communicate proactively at all stages of your application. You can always reach out to us for any questions.