Director, Customer Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and lead a portfolio of strategic, enterprise-level accounts, serving as the primary point of accountability for customer success, retention, and growth.

• Develop trusted relationships with individual contributors and executive stakeholders.

• Identify and leverage growth opportunities within existing accounts through consultative engagement, business reviews, and solution alignment.

• Act as the voice of the customer within the organization, influencing strategy and resource allocation.

• Create governance frameworks and establish communication cadences to enhance partnership alignment and drive measurable outcomes.

• Lead cross-functional initiatives to address escalations, mitigate risks, and ensure the successful delivery of customer commitments.

• Foster accountability through action plans, milestone tracking, and executive visibility.

• Monitor account health, trends, and performance metrics to pinpoint risks and opportunities.

• Provide consultation on revenue forecasts and growth plans to meet financial targets and business objectives.

• Collaborate with customers to define success measures and strategic initiatives that yield measurable business impact.

• Manage complex negotiations for renewals, contract amendments, and strategic initiatives.

⛳️ Requirements

• A minimum of a Bachelor’s degree in business, marketing, or a related field, or equivalent experience in the K-12 Education industry.

• Excellent problem-solving, analytical, communication, negotiation, and presentation skills.

• Demonstrated ability to lead and influence cross-functional teams and coordinate resources within a matrixed environment.

• Capable of aggregating information and delivering customer insights from diverse data sources and inputs.

• Proficient in engaging with, presenting to, and influencing executives within the K-12 education sector.

• At least 5-10 years of experience in account management or customer success organizations, with a focus on education and/or ed-tech instructional materials solutions.

• Experience in tracking opportunities and activities using CRM systems (e.g., HubSpot, Salesforce, etc.) and fulfilling other reporting requirements.

🏝️ Benefits

• 10% bonus eligibility.

• Fully remote work arrangement.

• Opportunity to travel for customer meetings, conferences, etc., up to 15% of the time.

• Equal Opportunity Employer.

• Reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs.