Success Lead, ClassDojo

• This role requires a leader who excels at building high-performing teams, driving operational rigor, managing complex district relationships, and partnering cross-functionally to deliver an exceptional customer experience
• 10+ years of experience in Customer Success, Account Management, or Implementation within K-12 SaaS; 5+ years leading managers or multi-layered teams
• Proven experience running customer-facing teams responsible for renewals, expansions, onboarding, and adoption in a complex, multi-stakeholder environment
• Strong command of key Success KPIs and forecasting; ability to build and execute strategic playbooks that drive measurable outcomes
• Demonstrated success improving processes, implementing systems, and scaling operations in a fast-paced, high-growth environment
• Proven experience using data and analytics to monitor account health, risk, and other key KPIs and leading indicators
• Exceptional communication and executive presence, with experience influencing senior leaders in K-12 districts or similarly complex organizations
• High empathy and emotional intelligence, with the ability to navigate complex customer needs and guide teams through ambiguity
• Expert at using and optimizing tools such as Salesforce, Asana, Notion, and data dashboards to improve operational visibility

Desirable

• As the Success Lead, you will lead ClassDojo’s post-sales motion across onboarding, implementation, and long-term partnership management
• You will oversee a team of district onboarding managers and district partnerships managers responsible for ensuring districts realize rapid time-to-value, successfully implement ClassDojo at scale, and renew and grow their partnerships year over year
• You will help set the strategic vision for the Success team, define and operationalize key KPIs (renewal, expansion, time-to-value, product adoption), and ensure our systems, processes, and team structure support industry-leading customer outcomes
• Lead, coach, and develop a team of District Partnerships Managers and Onboarding Managers; set expectations, provide ongoing feedback, and cultivate a culture of accountability, collaboration, and continuous improvement
• Assess team bandwidth and performance, optimize staffing models, and guide career development pathways across the Success team
• Own and share progress on clear KPIs and dashboards for team performance across renewals, expansions, onboarding timelines, adoption milestones, and customer satisfaction
• Own the full post-sales lifecycle for district partnerships, ensuring seamless onboarding, high product adoption, measurable value delivery, and strong multi-year renewals
• Continuously develop unified Success playbooks that support consistent district engagement across onboarding, training, stakeholder management, and renewal strategy
• Partner with Sales, Product, Support, and Marketing to create holistic, customer-centric processes and coordinated touchpoints
• Own district renewal and expansion targets; guide district partnerships managers through strategic planning, stakeholder mapping, EBR development, and negotiation frameworks
• Monitor leading indicators such as implementation progress, adoption data, and customer health to proactively mitigate risk
• Build mechanisms to reduce time-to-value and increase product adoption at scale, aligning customer outcomes with revenue goals
• Design and optimize end-to-end onboarding and account management workflows to improve efficiency, data accuracy, and customer experience
• Oversee systems and tooling (Salesforce, Notion, Asana, etc.) to ensure data integrity, visibility, and automation of critical Customer Success functions
• Implement repeatable processes and resource libraries that enable scalable onboarding, training, and adoption strategies for districts of varying size and complexity
• Partner with Product to synthesize customer insights, identify adoption barriers, and influence roadmap prioritization
• Act as an executive sponsor for strategic district partners, strengthening high-level relationships and ensuring alignment with district goals and ClassDojo’s long-term value proposition
• Influence cross-functional priorities with data-driven insights
• Track industry trends and best practices in K-12 education and customer success to proactively evolve the team’s strategy