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Role Description

As VP of Customer Success, you'll own the single most important driver of SAM Labs' enterprise value: achieving 95%+ Gross Revenue Retention and 100%+ Net Revenue Retention.

• Hit 85%+ Gross Revenue Retention and 100%+ NRR within 6-12 months, scaling toward 95%+ GRR by Q4 2027.
• Create the district-level expansion playbook from scratch to expand to the other 85% of schools.
• Assess the department's strengths and capability gaps within your first 45 days.
• Implement an organizational structure that separates Customer Success Managers from Account Managers.
• Complete 50 in-person district visits within 6 months to build superintendent relationships.
• Implement tiered engagement models, account health scoring, renewal forecasting, and expansion pipeline visibility.

Qualifications

• Managed a Customer Success, Account Management, or Revenue Operations team of 4+ people.
• Owned a book of business worth $2M+ ARR with measurable retention and expansion outcomes.
• Experience in complex B2B or B2G sales environments, preferably K-12 EdTech.
• Track record of transforming underperforming teams with concrete evidence of change.
• Demonstrated ability to build executive-level relationships and navigate committee-based buying processes.
• Comfort with data; can build analyses and interrogate metrics.
• Proven ability to travel extensively (25 trips/year) and work flexibly around customer schedules.
• Self-sufficient operator who maintains strategic direction without constant reinforcement.
• History of making difficult people decisions for the right business reasons.

Requirements

• Experience with district-wide expansion strategies in K-12.
• Understanding of K-12 budget cycles and procurement processes.
• Background in having impact-driven or mission-based organizations as clients.

Benefits

• Compensation: $150K base + $70K variable (structured as slider, not binary) = $220K+ OTE.
• Equity: Meaningful stake in a company with clear liquidity trajectory by 2029.
• Impact: Receive pictures from teachers showing students having "aha moments."
• Greenfield build: Define the future CS function from the ground up.
• Autonomy: Space to build, budget to execute, and intellectual challenge from the CEO.

Company Description

SAM Labs is an equal opportunity employer. We're building a diverse team because diverse perspectives make us better at serving diverse classrooms across the world.