Director of Customer Success, West

WHAT WE SEEK

Our Customer Success team is seeking a Director of Customer Success for the West U.S. to lead a regional team of Customer Success Managers and Specialists and own the customer implementation cycle in select accounts across the region. The Director of Customer Success will work closely with key districts to ensure a successful and delightful experience for all stakeholders: administrators, teachers, students, and other community members.

The Director of Customer Success will support and guide a regional team of Customer Success Managers to ensure the consistent implementation of Carnegie Learnings Customer Success process and identify opportunities for improving the overall customer experience. The Director will regularly provide customer feedback to and work closely with internal departments to promote and inform the development and delivery of customer-centered products and services.

This position is full-time and requires at least 50% travel. As a member of the Customer Success team, the Director of Customer Success reports to the SVP of Customer Success.

This position requires candidates to be currently located in the Pacific Standard Time (PST) zone. These states include California, Nevada, Oregon, and Washington.

WHAT YOUR DAY WILL LOOK LIKE

• Own and manage select VIP and Tier 1 accounts within the West region

  • Implement established Customer Success processes with internal and district partnership teams to ensure successful customer experiences - including on-boarding, goal setting, progress monitoring, product setup/distribution, clear/regular communication, outcome-based professional learning

  • Maintain up-to-date account profiles and health metrics

  • Identify and support renewal and expansion efforts

  • Facilitate internal conversations with customer teams to maintain collaboration across all customer-facing services and ensure overall alignment to customer needs

  • Proactively identify customer needs and prescribe additional action items and resources to ensure continued and sustainable use of the product and services

• Oversee recruiting, onboarding and ongoing development and training of a growing team of West Customer Success team members

• Ensure each member of the West Customer Success team has the resources and individualized support to implement the Customer Success processes within their assigned accounts

• Develop and use collaborative relationships across all internal departments to represent the customer perspective and influence the development of customer-centered products and processes that ensure intuitive and appropriate user experiences

• Support the sales team in pre-sales activities to ensure customers have the necessary and appropriate resources and experiences to inform their decisions

• Perform other duties as designed

• This position requires up to 50% travel

WHAT SHOULD BE IN YOUR BACKPACK

• Bachelors degree in Education or related field

• Masters degree in Education Administration or related field (preferred)

• Five (5) or more years of experience as an Education Administrator or related Customer Success Manager

• Demonstrated experience in building and leading a team

• Understanding of K-12 district and school technology, including LMS, SIS, and use of digital curricular applications

• Exceptional ability to efficiently build and maintain trusting relationships with customers

• High attention to detail, solution-oriented mindset, and ability to advocate for our customer

• Professional presence and demonstrated ability to present to stakeholders at multiple levels including senior leadership

• Highly organized with strong planning and time management skills

• Excellent interpersonal skills, ability to communicate professionally, persuasively, and confidentially over phone, e-mail and in-person

• Capable of navigating and mediating conflict while being able to foster honest dialog

What Gives Us Purpose

Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We're driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity. As a Carnegie Learning team member, you'll work alongside a team of passionate individuals dedicated to making a real difference in the lives of students and educators.

What We Provide

• Holistic Wellbeing

  • An inclusive range of Health Insurance options

  • Short-Term and Long-Term Disability Insurance at no cost to you

  • Access to Headspace at Work with no added cost, empowering you to enhance your mental health

• Fostering Joy

  • Flexible work arrangements with our Work From Anywhere Policy

  • Your Time, Your Way - paid time off that you can use as you see fit to recharge and nurture your personal life

• Empowering Parenthood

  • Paid Parental Leave

  • Reduced working hours on full pay for soon-to-be and new parents

  • Free access to CL products for employees and their children

• A Place for Connection

  • Quarterly Wellness Incentives

  • Monthly employee activities recognition program

  • 9 Employee Resource Groups

What We Believe

We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, fosters innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry.

If our commitment to building an inclusive workplace resonates with you, we invite you to join our mission and welcome you to apply with us. Carnegie Learning is an Equal Opportunity Employer.