Director of Customer Success

Role Overview

As the Director of Customer Success, you will lead a team dedicated to delivering exceptional customer experiences, with a focus on empowering educators and ensuring long-term, transformative relationships with school partners. Reporting directly to the Chief Revenue Officer, this vital member of the GTM Leadership team will involve driving initiatives that help schools maximize the impact of our 7 Mindsets program, fostering meaningful connections, and creating lasting positive outcomes in students' lives. You will collaborate across teams to align customer success strategies with organizational goals, ensuring a focus on growth, well-being, and resiliency through mindset-based professional development and support.

Responsibilities

Customer Success Strategy:

Develop and implement a comprehensive strategy aimed at increasing product adoption, customer satisfaction, and retention within K-12 institutions, with a focus on transforming school culture through the 7 Mindsets framework. Your efforts will ensure that schools can deeply integrate the principles of the 7 Mindsets, ultimately empowering students to develop resilience, emotional intelligence, and growth mindsets.

Team Leadership:

Mentor, upskill and guide a high-performing Customer Success team, encouraging growth and fostering a positive environment where the principles of the 7 Mindsets-such as "Everything is Possible" and "100% Accountable"-are lived out in daily interactions. Your leadership will inspire your team to build strong, trust-based relationships with school and district partners.

Engagement Process Curation:

Create and maintain service coverage model and calendaring system, using technology to ensure world-class delivery to our customers. Monitor customer contacts, health, and progression go ensure usage and retention rates meet and/or exceed our company KPIs.

Professional Development Programs:

Partner with the sales, product, and marketing teams to design and implement impactful, mindset-based professional development programs for educators, ensuring they can effectively integrate the 7 Mindsets and our portfolio of solutions into their classrooms. By focusing on teacher empowerment, you'll help educators cultivate optimism, resilience, and meaningful connections with their students.

Customer Retention:

Foster strong, long-term relationships with school districts, ensuring high renewal rates and satisfaction. Your approach will emphasize continuous improvement and deep engagement, helping schools realize the full potential of the 7 Mindsets to create emotionally supportive and academically enriching environments.

Data-Driven Insights:

Leverage our CRM to track customer feedback, satisfaction, usage data, and the program's measurable impact on students' academic and emotional outcomes to refine customer success processes. By leveraging data on resilience, behavior improvements, and academic performance, you will continuously improve service delivery and customer engagement.

Cross-Functional Collaboration:

Work closely with Sales, Customer Support, Product, and Support teams to ensure a seamless customer experience. Align strategies with the broader organizational goal of integrating the 7 Mindsets into school systems, resulting in transformative outcomes for students and educators.

Stakeholder Management:

Serve as the primary evangelist for 7 Mindsets client-base, addressing their unique needs with tailored mindset-based solutions. You will act as a trusted advisor, helping stakeholders use the 7 Mindsets to build resilient, connected school communities.

Qualifications

• Educational Background: Bachelor's degree in Education, Business, or a related field is required. A Master's degree is preferred.
• Professional Experience: Minimum of 10+ years in management roles, within education, services or customer success.
• Sector Expertise: Experience working in the education sector, particularly within K-12 institutions, with a focus on teaching & learning/ professional development using programs in the well-being space.
• Leadership Skills: Proven track record of leading teams of >15 direct reports, to success by inspiring collaboration, fostering positive relationships, and driving continuous improvement.
• Passion for Mindset-Based Approach: A deep passion for student well-being and positivity with the ability to parlay that to build lasting, positive relationships with school partners.
• Technical Skills: Familiarity with customer success platforms (e.g., Salesforce), Microsoft office and strong analytical skills to use technologically-derived data effectively in decision-making and service improvement.
• Communication and Collaboration: Exceptional interpersonal and communication skills, with a focus on fostering strong cross-functional collaboration and a customer-centric mindset.
• Occasional travel is required, but position is primarily virtual.