Head of Client Success

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

📋 Description

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

• Articulate what constitutes "great" across the entire customer lifecycle, from onboarding to renewal and expansion.

• Create a scalable, outcomes-oriented client success playbook that emphasizes customer value realization, learner outcomes, retention, and growth.

• Establish infrastructure, processes, and operating rhythms that enhance predictability regarding customer health, renewals, and expansion.

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

• Define engagement strategies, support frameworks, and customer success expectations for various segments.

• Implement a proactive, consultative approach to customer engagement that is anchored in measurable business outcomes.

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

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

• Develop frameworks for account planning, monitoring customer health, engaging executives, and identifying expansion opportunities.

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

• Collaborate closely with Sales to streamline account transitions, clarify ownership over expansion opportunities, and facilitate long-term account growth.

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

• Evaluate the current team's capabilities and organizational structure to accommodate future scale and complexity.

• Set clear performance expectations, accountability measures, and developmental pathways.

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

• Recruit and develop additional talent as necessary to support business expansion.

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

• Create consistent operating rhythms, 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 across functions with Sales, Operations, Product, Academics, Marketing, and Revenue Operations to enrich the end-to-end customer experience.

• Establish actionable feedback loops that contribute to operational, product, and customer experience enhancements.

⛳️ Requirements

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

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

• Experience in building or transforming customer-facing functions within high-growth, evolving, or uncertain environments.

• A proven history of improving retention, expansion, and customer outcomes.

• Familiarity with creating scalable operational processes, customer engagement models, and organizational frameworks.

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

• Strong background in managing enterprise or complex customer relationships is preferred.

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

🏝️ Benefits

• Medical coverage

• Dental insurance

• Vision plans

• Flexible spending accounts

• Generous paid time off policy

• Sponsored volunteer opportunities

• 401K plan with company matching

• Complimentary access to all of our online programs