Role Description

We are seeking a Vice President, Customer Experience who will be responsible for leading and integrating the company’s professional training organization (comprised primarily of contract facilitators) and the Customer Success team to deliver an exceptional, outcomes-driven customer journey. This leader will design and execute a cohesive customer experience strategy that drives implementation quality, educator impact, customer retention, and long-term partnership growth across K–12 districts and schools. The role requires a strategic operator who can build scalable systems, elevate service quality, and ensure professional development experiences translate into measurable instructional outcomes. Our ideal candidate can influence and align cross‑functional leadership to champion a shared vision for customer experience, proactively identify gaps or risks, and drive company-level initiatives that improve consistency, scalability, and customer outcomes.

Responsibilities

• Develop and operationalize a unified, end‑to‑end customer experience strategy spanning onboarding, implementation, training, ongoing support, and renewal.
• Establish clear engagement cadences, success plans, leadership‑level touchpoints with district leaders, and measurable outcomes to ensure consistency and scalability across the full customer lifecycle.
• Align Customer Success and Professional Learning teams around shared KPIs including retention, expansion, NPS, and implementation with fidelity.
• Serve as a key cross-functional partner to Sales, Product, Operations, and Marketing to ensure a seamless pre- and post-sale experience.
• Lead a distributed network of contract facilitators, ensuring consistent delivery of quality, and alignment with company standards.
• Lead the design and execution of rigorous quality assurance processes for training design and delivery.
• Develop scalable professional development models that meet the needs of diverse K–12 partners.
• Ensure training content drives measurable educator adoption and student impact.
• Establish leading indicators of customer health, identifying risk signals early and drive proactive retention strategies.
• Partner with Sales on expansion opportunities rooted in demonstrated customer value.
• Develop and monitor key performance metrics across service delivery and customer health.
• Own capacity planning and resource optimization across contract and internal teams to balance quality and margin while anticipating future demand.
• Implement tools, systems, and reporting that provide visibility into customer outcomes and service performance.
• Lead, coach, and develop a high-performing Customer Success team, fostering a culture of service excellence, continuous improvement, and customer advocacy.
• Build strong engagement and commitment to quality within a largely contract-based professional learning workforce.

Qualifications

• 10+ years of leadership experience in K–12 education services, edtech, or professional learning organizations.
• Demonstrated success leading customer success and/or professional services teams.
• Experience managing contract-based or distributed facilitator networks.
• Strong understanding of district purchasing cycles, instructional implementation, and educator professional development.
• Proven ability to design and implement scalable customer experience frameworks.
• Track record of improving retention, expansion, and customer satisfaction metrics.
• Credible with district superintendents and instructional leaders.
• Strong financial and operational acumen. Comfortable balancing margin discipline with service excellence.
• Skilled at building structure without creating bureaucracy.

Benefits

• Competitive compensation package based on various factors including qualifications, skills, competencies, location, and experience.
• Annual bonus or commission.
• 401(k) retirement plan with employer match.
• Medical, dental, and vision insurance.
• Generous PTO, sick and paid holidays.
• Employer paid life and short & long term disability insurance.
• Laptop for home office and a flexible remote-first work culture.

Compensation Range

The pay range for this position is $130,000 - $150,000 in annual salary. The actual base pay offered is determined by several variables, such as the candidate's qualifications, experience, skills, education, location, and market conditions.