Responsibilities

• Lead and manage the Customer Success Operations team, including the CS Ops Manager, CS Ops Specialist, and Renewals Specialists.
• Oversee the entire post-sale customer journey to ensure a seamless experience for all clients.
• Utilize and manage Vitally, our Customer Success platform, to track customer engagement, satisfaction, and renewal processes.
• Implement and refine operational processes to enhance customer satisfaction and retention.
• Collaborate closely with cross-functional teams, including Sales, Product, and Support, to ensure alignment on customer needs and expectations.
• Analyze customer data to identify trends and areas for improvement, providing actionable insights to drive strategic decisions.
• Develop and execute training programs for customer success staff to enhance their skills and performance.
• Monitor key performance indicators (KPIs) and prepare reports on team performance and customer satisfaction.
• Foster a culture of continuous improvement within the team to enhance operational efficiency.

Requirements

• Bachelor’s degree in Business Administration, Management, or a related field; Master’s degree is a plus.
• Proven experience in customer success operations, account management, or a related field, preferably within the technology or education sector.
• Strong leadership skills with a track record of managing and developing high-performing teams.
• Excellent analytical skills with the ability to leverage data to inform decision-making.
• Experience with Customer Success platforms, preferably Vitally or similar tools.
• Outstanding communication and interpersonal skills, with an ability to build relationships at all levels.
• Strong problem-solving skills and a proactive approach to addressing challenges.
• A passion for enhancing customer experiences and driving success in an educational context.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday leave.
• Opportunities for professional growth and development.
• A supportive work environment that values diversity and inclusion.
• Flexible work arrangements to promote work-life balance.
• Access to cutting-edge technology and resources in the education sector.