Director of Scale Customer Success, NoRedInk
$125-150k
Plus equity
E-learning platform for 4-12 grade writing
Job no longer available
E-learning platform for 4-12 grade writing
101-200 employees
Job no longer available
$125-150k
Plus equity
101-200 employees
Company mission
NoRedInk's mission is to build stronger writers through interest-based curriculum, adaptive exercises, and actionable data.
Role
Who you are
- Can think both strategically and tactically - you can see the big picture and know what is required to make it a reality
- Are exceptional at communication (written and verbal), negotiation, and relationship-building skills, with the ability to engage and influence stakeholders at all levels of the organization
- Have strong problem-solving skills and the ability to thrive in fast-paced, changing situations, remaining calm under pressure and driving towards solutions
- Have experience meeting/exceeding quantitative financial KPIs (quota, renewal rate, net retention rate, etc.)
- Are dedicated to helping those around you, including direct reports, team members, and customers, reach their full potential; willing to roll up your sleeves and dive into the details
- Minimum of 7 years of experience in client success or account management, with at least 3 years in a leadership role
- Background in K12 education and edtech
- Proven track record of leading a team and scaling customer success within a B2B environment
- Strong analytical and problem-solving skills with a demonstrated ability to develop strategies based on data-driven insights
- Excellent communication and interpersonal skills, capable of working with cross-functional teams
- Deep understanding of client success metrics, software, and tools
What the job involves
- We're looking for a Director of Scale Customer Success to lead our team that works with our schools and small districts segment to ensure their success and continued adoption of our platform
- This individual will be responsible for developing and executing a scalable customer success strategy, leading a team of Customer Success Managers (CSMs) and Customer Support Specialists, and ensuring the success and satisfaction of our schools and small district customers
- As a vital member of our Customer Success organization, you’ll have the opportunity to influence how administrators and educators across the country engage with their students using NoRedInk
- Lead, mentor, and develop a team of Scale Customer Success Managers and Customer Support Specialists to ensure high performance and career growth
- Foster a customer-centric culture within the team, ensuring high levels of engagement, satisfaction, and retention
- Own the full post-sale customer lifecycle, from onboarding to renewal, ensuring a seamless and value-driven experience for schools and small district customers
- Design and execute scalable customer success strategies that are rooted in the unique needs of small districts to drive fast time to value, customer onboarding, product adoption, customer satisfaction, and long-term advocacy
- Develop standard operating procedures on renewal processing including how to leverage fields in SalesForce to improve reporting and visibility
- Think creatively and holistically to design solutions with a right-touch mentality - that meet both the needs of our customers and NoRedInk; not being afraid to leverage new technology to create a one-of-a-kind experience
- Serve as a support and an advocate for the customer support manager and team to enable them to manage customer escalations and resolve issues in a calm, urgency-minded approach, ensuring high levels of customer satisfaction
- Lead team to proactively identify opportunities for account growth and expansion, collaborating closely with sales, product, and other cross-functional teams to drive revenue growth and achieve customer success metrics for schools and small districts
- Work with the team to effectively forecast and manage school and small districts’ renewals
- Effectively forecast and build a pipeline for expansions and incremental customer solutions
- Support team for negotiations of contract renewals and incremental services and/or solutions
- Partner with Sales, Product, and Marketing teams to ensure alignment and support for customer success objectives
- Serve as the Voice of the Customer, providing feedback and insights to influence product development and enhancements
Our take
Edtech company NoRedInk is on a mission to help students in grades 4-12 become better writers. The foundational issue the company addresses is that graded papers don’t offer meaningful feedback on how students can improve the quality of their writing and the basic problem they face is how to quantify and teach according to these unwritten rules.
The solution they’ve come up with is a platform that provides targeted, adaptive practice exercises built around engaging content that yields actionable data for educators to monitor a student’s progress. It might seem that this puts them in competition with the AI-based correction app Unicorn Grammarly, but this would be missing the point. The idea is to provide an interactive learning and teaching resource, not simply correct mistakes once made.
It’s won the platform impressive funding in recent years, boosted no doubt by surging VC interest in the edtech sector that’s seen investment in it rise to over $16B globally. With half of US school districts already using the platform, NoRedInk looks set to establish a leading position going forwards.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2021
$50m
SERIES B
Feb 2015
$6m
SERIES A
Total funding: $58.2m
Company benefits
- Equity package in a high-growth, well-funded startup with massive traction
- A remote-first culture that allows for flexible hours (We were big on remote before COVID!)
- A relaxed and flexible PTO policy and paid parental leave
- LinkedIn Learning subscription with unlimited access to thousands of expert-led online courses
- Team retreats and events to connect with fun, talented coworkers
- Consistent modeling of our company’s core values
- The ability to help millions of students and teachers and address a critical societal need
- Excellent health, vision, and dental benefits (U.S. Only)
- 401(k) (U.S. Only)
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Jeff Scheur
(CEO)He spent 8 years as a high school English teacher before founding NoRedInk.
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