Head of Customer Success

ABOUT INFORMED K12:

K-12 schools and offices run a range of essential everyday services for students, families, and staff. Our platform enables districts to bring paperwork online to better track their existing workflows and processes. This allows districts to cut waste, build more organizational capacity, and make better decisions. We help school districts drive the systemic change needed to improve productivity, accountability and equity.

PRIMARY FUNCTION:

Our customer success/implementation team is the primary source of expertise and thought leadership for schools and districts across the country as they redesign critical processes and build operational capacity for their organizations. 

You will build and lead a team that helps K-12 schools and districts accomplish what they never thought possible. You will define our vision for customer success by creating and refining key processes for onboarding, training, and professional services. You will represent an innovative new brand and work closely with our sales, product, and marketing teams to develop strategies that achieve business goals and ensure success for all users. 

The strategies you develop will ensure that we deliver the highest quality customer experience, not only from within the customer success team, but from every function within Informed K12.

YOUR RESPONSIBILITIES WILL INCLUDE…

• Hire, train, and drive performance for a world class team of customer success/implementation professionals as they lead complex projects and technology implementations at all levels of K-12.
• Create and execute account plans that drive expansion beyond our initial footprint, manage details with big picture priorities, set best practices and expectations for our customers and team, and roll up your sleeves to personally drive key accounts.
• Improve current processes and dashboards for measuring, communicating, and escalating customer needs to cross-functional stakeholders at the company, including our sales and product teams 
• Strategically define structure of the team and segmentation of our customers so we can effectively need the growing demands of our customer base
• Work with our executive team to ensure alignment between departments, define our ideal customer experience and customer journey, and help foster a company-wide culture of customer success.
• Nurturing and maintaining relationships with directors, superintendents, and all other relevant stakeholders in K12 school systems.

WHAT YOU'LL NEED...

• 7+ years of experience in Customer Success and Implementation in a technology facing role, ideally in the SaaS industry.
• 2+ years of people management experience.
• A strong background in tracking metrics and utilizing that data to make effect change.
• Proven success leading teams in customer onboarding/implementation and account management.
• Proven ability to create and implement processes, coach & develop talent, and drive towards metrics.
• Proven success implementing technology and change management across organizations with varied groups of stakeholders with wide-ranging needs
• Comfort with ambiguity and the ability to drive towards clarity when given complex but sometimes incomplete information
• Adaptability - you understand that change is constant, and you embrace it. You are agile and resilient. You move quickly and encourage continuous improvement.
• A passion for education and creating systemic change that will have an impact on the lives of students, parents, teachers, and administrators.

BONUS:

• Experience working at an early stage company.
• SaaS enterprise product expertise

HOW TO APPLY

• Fill out the application below
• Please attach a resume and cover letter. 
• Your cover letter should address the following
  • Expand on experience with technical implementations and how those implementations are relevant to our role
  • Experience building a team and driving a team towards targets
  • If out of state, intentions for relocating to the Bay Area

We are an Equal Opportunity employer committed to a diverse and inclusive workforce. In fact, one of our four company values is “Work hard for inclusion.” We believe that our team must reflect the diversity of our customers and that a diverse team where everyone feels comfortable being themselves will be a long-term advantage. We implement policies like the Rooney rule in hiring and work with organizations such as Code2040. We actively seek out diversity and do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability.  Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.