Edmentum
Sr. Director, Customer Success Operations
🇺🇸 Remote - US
🕑 Full-Time
💰 $150K - $180K
💻 Customer Success
🗓️ February 11th, 2025
Edtech.com's Summary
edmentum is hiring a Sr. Director, Customer Success Operations. This role involves driving strategic initiatives and operational excellence within the Customer Success team to ensure effective alignment and exceptional outcomes. Responsibilities include managing communication, overseeing key initiatives like onboarding and retention, and serving as a liaison between departments.
Highlights
Highlights
- Drive strategic initiatives and operational excellence.
- Lead Customer Success outcomes such as onboarding and adoption.
- Collaborate with various departments including Sales and Marketing.
- Manage communication and updates for internal stakeholders.
- Monitor performance metrics to identify improvement opportunities.
- Five years of experience in EdTech, preferably in Customer Success.
- Strong customer-centric approach required.
- Compensation ranges from $150,000 to $180,000 USD.
- Benefits include medical, dental, vision insurance, and a 401(k) plan.
Sr. Director, Customer Success Operations Full Description
WHO WE ARE
Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students. We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential. We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction.
WHAT IS THE POSITION
We are seeking a dynamic and strategic leader to join the Customer Success team. In this high-impact role, you will drive strategic initiatives, operational excellence, and cross-functional alignment to ensure the success of the Customer Success organization. You will play a key role in managing strategic priorities, streamlining processes, driving high-priority projects for continuous improvement, and ensuring the team is delivering outstanding results for our customers and our company.
We are seeking a dynamic and strategic leader to join the Customer Success team. In this high-impact role, you will drive strategic initiatives, operational excellence, and cross-functional alignment to ensure the success of the Customer Success organization. You will play a key role in managing strategic priorities, streamlining processes, driving high-priority projects for continuous improvement, and ensuring the team is delivering outstanding results for our customers and our company.
WHAT YOU WILL DO
• Partner with the SVP of Customer Success to develop and implement strategic priorities as identified in the operating plan.
• Lead key initiatives that support Customer Success outcomes, including onboarding, adoption, implementation, and retention.
• Develop and manage communications and updates related to Customer Success initiatives to internal stakeholders.
• Partner closely with the Services Operations team, including Customer Experience Business Intelligence to align on reporting needs and cadence.
• Monitor and analyze performance metrics, identifying opportunities for improving KPIs around utilization, retention, expansion, and growth
• Serve as a liaison between Customer Success and other departments (Sales, Product, Marketing, Technology) to ensure alignment and collaboration.
• Work closely with the Director of Scaled Customer Success to develop and execute a digital-first strategy for a segment of Edmentum customers.
• Support the SVP in leadership development and team engagement efforts.
• Create and deploy scalable and repeatable processes including implementation playbooks, and business review processes.
• Drive team readiness by identifying training needs and supporting professional growth opportunities.
• Work closely with the Customer Success Directors and Managers to implement new processes and approaches, driving a culture of continuous improvement.
• Partner with the SVP of Customer Success to develop and implement strategic priorities as identified in the operating plan.
• Lead key initiatives that support Customer Success outcomes, including onboarding, adoption, implementation, and retention.
• Develop and manage communications and updates related to Customer Success initiatives to internal stakeholders.
• Partner closely with the Services Operations team, including Customer Experience Business Intelligence to align on reporting needs and cadence.
• Monitor and analyze performance metrics, identifying opportunities for improving KPIs around utilization, retention, expansion, and growth
• Serve as a liaison between Customer Success and other departments (Sales, Product, Marketing, Technology) to ensure alignment and collaboration.
• Work closely with the Director of Scaled Customer Success to develop and execute a digital-first strategy for a segment of Edmentum customers.
• Support the SVP in leadership development and team engagement efforts.
• Create and deploy scalable and repeatable processes including implementation playbooks, and business review processes.
• Drive team readiness by identifying training needs and supporting professional growth opportunities.
• Work closely with the Customer Success Directors and Managers to implement new processes and approaches, driving a culture of continuous improvement.
WHAT IS REQUIRED
• Five years experience in EdTech, preferably in Customer Success or an aligned department
• Experience evaluating and improving processes and systems between teams that have measurable ROI
• A strong sense of customer-centricity in everything you do
• Data analysis and executive reporting for actionable insights
• Ability to adapt and adjust based on shifting priorities
• Maintain working knowledge of industry, market, and competitive landscape
• Fosters a culture of inclusion and cross-functional collaboration
• Demonstrates integrity, ethics, and a commitment to Edmentum’s mission and values
• Five years experience in EdTech, preferably in Customer Success or an aligned department
• Experience evaluating and improving processes and systems between teams that have measurable ROI
• A strong sense of customer-centricity in everything you do
• Data analysis and executive reporting for actionable insights
• Ability to adapt and adjust based on shifting priorities
• Maintain working knowledge of industry, market, and competitive landscape
• Fosters a culture of inclusion and cross-functional collaboration
• Demonstrates integrity, ethics, and a commitment to Edmentum’s mission and values
Application Deadline: 03/03/2025
Pay range for this role:
$150,000—$180,000 USD
At Edmentum, we are committed to pay transparency as part of fostering a fair and inclusive workplace. The salary range provided reflects market research, the responsibilities of the role, and alignment with our compensation principles. Actual compensation will be determined based on multiple factors, including, but not limited to, relevant experience and skill sets. All compensation decisions are individualized and based on the specific circumstances of each candidate.
We also offer a comprehensive benefits package to support your overall well-being and work-life balance. This includes medical, dental, and vision insurance with various plan options, a 401(k) retirement plan with company matching, and a flexible Time Away Program along with 10 paid holidays, 2 floating holidays, 1 wellness day, and a winter office closure at the end of December. Additionally, we provide resources to promote wellness, ensuring you have the support you need both professionally and personally. Our goal is to provide a benefits package that helps you thrive in all aspects of life.
Edmentum is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
In alignment with federal law, we provide equal employment opportunities to all individuals, including protected veterans and individuals with disabilities. We are dedicated to meeting the needs of employees with disabilities and to creating an environment that supports our employees' physical and mental health.
If you are a qualified individual with a disability or a veteran and need a reasonable accommodation to complete any part of the application process, please contact recruiting@edmentum.com.
Edmentum’s notice regarding the collection of personal information from interested candidates is available here
