Head of Client Success

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

📋 Description

• Develop and implement the long-term vision for the Client Success function.

• Articulate the standards of excellence throughout the entire customer lifecycle, from onboarding to renewal and expansion.

• Construct a scalable, outcome-oriented client success playbook emphasizing customer value realization, learner outcomes, retention, and growth.

• Create frameworks, processes, and operational rhythms that enhance predictability across customer health, renewals, and expansion.

• Design and execute customer segmentation and tiered service models according to account size, complexity, and growth potential.

• Establish engagement strategies, support models, and success expectations across different segments.

• Foster a proactive, consultative customer engagement strategy centered on measurable business outcomes.

• Enhance the overall partner experience through responsive service, strategic collaboration, and operational excellence.

• Transition the organization from reactive account management to strategic partnership management.

• Develop frameworks for account planning, customer health assessment, executive engagement, and identifying expansion opportunities.

• Assist Client Success Managers in cultivating multi-threaded relationships within partner organizations.

• Collaborate closely with Sales to refine account handoffs, clarify ownership of expansion opportunities, and promote long-term account growth.

• Lead, mentor, and cultivate a team of Client Success Managers and Client Coordinators.

• Evaluate current team capabilities and organizational structure to accommodate future growth and complexity.

• Set clear performance expectations, accountability standards, and development pathways.

• Promote a culture of ownership, urgency, collaboration, continuous improvement, and customer advocacy.

• Recruit and nurture additional talent as necessary to support business growth.

• Work closely with Revenue Operations to define reporting metrics, customer health indicators, forecasting inputs, and performance dashboards.

• Establish consistent operational cadences, including account reviews, business reviews, and renewal planning.

• Clarify workflows and partnership models between Client Success and operational support teams to enhance scalability and minimize reactive work.

• Collaborate cross-functionally with Sales, Operations, Product, Academics, Marketing, and Revenue Operations to enhance the overall customer experience.

• Develop actionable feedback loops that drive operational, product, and customer experience enhancements.

⛳️ Requirements

• 10+ years of experience in Client Success, Customer Success, Account Management, Partnerships, or other related customer-facing leadership roles.

• 5+ years of leadership experience in managing and developing teams.

• Experience in building or transforming customer-facing functions in high-growth, dynamic, or ambiguous environments.

• Proven success in enhancing retention, expansion, and customer outcomes.

• Experience in establishing scalable operational processes, customer engagement models, and organizational frameworks.

• Experience collaborating closely with Sales, Operations, Product, and Revenue Operations teams.

• Significant experience in managing enterprise or complex customer relationships is preferred.

• Background in education, workforce development, healthcare, veteran services, or social impact sectors is preferred but not mandatory.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• Flexible spending accounts

• Generous paid time off

• Sponsored volunteer opportunities

• A 401K plan with company matching

• Complimentary access to all of our online programs