Kira Learning is hiring a
Director of Customer Success

Summary

We are seeking a talented and experienced Director of Customer Success to lead our customer success team in providing hands-on support to Kira Learning's enterprise customers. The role involves driving world-class support, creating multi-contact relationships with schools and districts, assessing student progress data, communicating with teachers and administrators, managing renewals, building a high-performing team, and more. The ideal candidate has 7-10+ years of customer success leadership experience in an enterprise B2B business, extensive experience working with education institutions, strong leadership skills, excellent communication skills, adaptability, a positive attitude, and proficiency in relevant software.

Requirements

• 7-10+ years of customer or client success leadership in an enterprise B2B business
• Extensive experience in working with local and state educational agencies (e.g., state boards, school districts, etc)
• High proficiency with technical SaaS products
• Impeccable leadership skills with a strong ability to coach, rally and develop others
• Ability to confidently and thoughtfully influence across the organization, including with leadership
• Strong verbal and written communication skills
• Nimble, scrappy and adaptable. Can roll with the punches and thrive in a fast-paced, early-stage startup environment
• A positive, can-do attitude. You’re not deterred by minor setbacks and are able to swiftly overcome ambiguity
• Will consistently cultivate a culture of inclusion where all team members feel a sense of belonging and can bring their authentic selves to work
• Strong proficiency in Google Workspace programs, Microsoft Office Suite, CRM software and project management softwares

Responsibilities

• Drive world-class support to Kira Learning’s customer base
• Lead differentiated customer experiences for our most valuable customers
• Create multi-contact relationships with schools and districts
• Regularly communicate with teachers and administrators to ensure successful implementation of Kira Learning solutions
• Assess and respond to student progress and mastery data to help teachers improve student outcomes
• Share teacher feedback with curriculum, product and engineering teams to inform ongoing product development
• Manage renewals and expand existing relationships; oversee renewal conversations with administrators and track deal data accordingly
• Build and provide training, product support and delegation tactics for customer issues
• Drive alignment towards product and sales improvements with key partner teams
• Provide accurate forecasting and reporting on customer success metrics; escalating any accounts at risk of churn and taking appropriate actions
• Serve at the escalation point for customer issues and manage resolutions effectively
• Inclusively grow, develop and lead a robust, high-functioning Customer Success team

Benefits

• $160,000 - $190,000 a year compensation
• Equity package in a well-funded, high growth company
• Flexible PTO
• Paid parental leave
• Top-notch medical, dental and vision coverage
• Company 401(k) plan