Director of Customer Success and Support, Coursedog
$175-210k
+ Stock plan
Integrated academic operations platform
Job no longer available
Integrated academic operations platform
21-100 employees
Job no longer available
$175-210k
+ Stock plan
21-100 employees
Company mission
To break down barriers to opportunity for students.
Role
Who you are
- 5+ years of experience in customer success or support leadership, ideally in a SaaS environment
- Demonstrated ability to lead through change, ambiguity, and scale
- Proven track record of building and leading high-performing teams
- Experience working with higher education institutions (a plus!)
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Experience building and delivering customer journey and Customer Experience engagements
What the job involves
- As Director of Customer Success and Support, you'll be the champion of our customer experience, leading a team dedicated to driving adoption, maximizing retention, and ensuring our clients have an amazing experience with Coursedog
- This is a highly visible player-coach role with significant impact on our company's growth. You'll be working closely with Sales, Product, and Engineering to ensure a seamless and delightful customer journey
- Lead and Develop a High-Performing Team: Build, mentor, and motivate a team of customer success managers and support specialists. This includes setting clear goals, providing ongoing training, and fostering a culture of excellence
- Drive Customer Adoption and Retention: Develop and implement strategies to maximize product usage and ensure high customer retention rates. This includes proactive outreach, onboarding programs, and ongoing engagement initiatives
- Own the Customer Experience: Establish and maintain a world-class customer experience across all touchpoints of the customer journey. This involves developing service level agreements (SLAs), monitoring key performance indicators (KPIs), and proactively addressing customer issues
- Collaborate Cross-Functionally: Work closely with Sales, Product, and Engineering to ensure a seamless customer journey. This includes providing valuable customer feedback to inform product development and sales strategies
- Strategic Planning & Reporting: Develop and execute the overall customer success and support strategy. This includes setting budgets, forecasting, and reporting on key metrics to senior management
Our take
Higher Education is in crisis. The cost of education is skyrocketing, while only 33% of students in the US graduate in four years, and issues of equity and access are worsening. A big part of this can be put down to a lack of proper scheduling: 75% of universities operate entirely on legacy, on-premise software, resulting in millions of frustrated students saddled with heaps of debt.
Coursedog has set out to solve this. An integrated academic operations platform that helps higher education maximize operational efficiency, its strategy is based on market disruption, using data innovation to accelerate student success. Founded in 2018, it has partnered with over 200 higher education institutions, providing its curriculum-mapping software to more than 1.2 million students in total.
The global curriculum-mapping software market has really started to pick up in recent years, and Coursedog will face stiff competition from the likes of Top Hat, Kiddom, and PlanbookEdu. That being said, Coursedog's focus on accelerating product development has it well placed to continue poaching market share.
Steph
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2023
$90m
GROWTH EQUITY VC
Oct 2021
$17m
SERIES A
Total funding: $112.2m
Company benefits
- Time Off: We value work-life balance and provide a high amount of autonomy. In service of this, our Paid Time Off policy has no annual limit
- Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access
- Healthcare: We pay 99% of your medical, denal, and vision coverage and 75% of the premium for your spouse and/or dependents
- Equity: You'll be contributing to the team's success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation
- Retirement Plan: We offer a 401k plan on day one of your employment
- Parental Leave: To help support new parents in the workplace, we offer up to 10 weeks of paid parental leave
Company HQ
Midtown Manhattan, New York, NY
Leadership
Andrew Rosen
(CEO)Joined Coursedog as CEO in 2024. Prior to that, they were the CEO of Interfolio from Elsevier for over 8 years. They also spent time as the Senior Executive Vice President of MicroStrategy and as a General Manager of Education Technology Business at EAB.
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