Senior Manager, Customer Success

Teaching kids to think critically and communicate effectively has never been more important, and NoRedInk helps students become better writers in more than 60% of U.S. school districts. NoRedInk is investing in our post-sales customer team and ensuring we are delivering value to our districts.  

In this role, you will:

Lead and mentor a Team

• Manage a team of CSMs, ensuring they have the tools and resources to hit their core KPIs
• Set clear performance expectations, provide regular and actionable coaching, and leverage performance data to proactively manage the team.  
• Maintain (continually hire for) a high-performing team with accountability to their individual and team performance.  Celebrate and reward top performance and provide performance management when necessary.
• Inspire collaboration across customer-facing teams, ensuring that the CS strategy is aligned with the company strategy.

Customer Implementation Strategy

• Develop the team to identify key stakeholders on the district implementation team.
• Ensure the team has processes in place to effectively lead Implementation Kickoff meetings that identify district implementation plans and ensure clear expectations for the school year implementation.
• Lead the team to assess data and identify gaps in implementation within district accounts.
• Create and lead the team to execute engagement strategies that lead to breadth and depth of product usage.
• Create product adoption strategies that align product adoption with district outcomes.

Process Improvement

• Identify and implement best practices to scale customer success operations across our Mid-market and Enterprise teams. 
• Continuously improve workflows, training materials, and customer resources to drive efficiency and effectiveness.  

Customer Advocacy

• Represent the CS team at the company level at client meetings and industry events.
• Monitor client satisfaction levels and take proactive steps to address any concerns or issues, serving as the point of escalation for serious issues.
• Work cross-functionally and represent the voice of our users internally with our product and marketing teams to relay and address trends in the market that are impacting implementation.  Partner to ensure a high-quality and seamless client experience.
• Partner with our support team leader to ensure we are proactively addressing key customer issues that could be impeding implementation

About You:

• 5+ years of experience in Customer Success
• 4+ years of experience leading a Customer Success team for mid-market and enterprise-level clients, preferably in the ed-tech industry.
• Knowledge of the education technology market and its challenges, including having K-12 district-level contacts, is necessary for this role.
• Data-driven and high ownership of success metrics
• History of team goal attainment and utilizing proven data-informed methodologies, processes, and tools to track performance
• Experience with leading change in meaningful product adoption and creating strategies that lead to adoption outcomes
• Highly disciplined approach to people management with strong leadership and team management skills
• Analytical mindset: regularly uses data to inform decision-making.
• Customer-focused and dedicated to delivering exceptional service
• Bachelor's degree in business, education, or a related field; MBA or advanced degree is a plus.

What NoRedInk Offers:

• A competitive salary and equity package in a well-funded startup with strong product-market fit
• Excellent health, vision, and dental benefits (U.S. Only)
• 100% remote work environment
• Flexible PTO and paid parental leave
• 401(k) (U.S. Only)
• LinkedIn Learning subscription with unlimited access to thousands of expert-led online courses
• Team retreats and events to connect with fun, talented coworkers
• The ability to help millions of students and teachers and address a critical societal need

About NoRedInk:

NoRedInk helps students in over 60% of US school districts become better writers. Our deeply engaging, adaptive curriculum personalizes exercises to kids' interests, guides them through the writing process with instructional support, and boosts their skills through targeted practice. Students have completed over 10 billion exercises on our site, and our mission is to help all students harness the power of the written word.

Check out our press page, including our 2-minute pitch on NBC and articles in The Washington Post, Wall Street Journal, and Forbes.

NoRedInk believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. At NoRedInk, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. 

Compensation at NoRedInk is robust and includes a full range of benefits, flexible PTO, monthly co-working stipends, an initial home-office set up stipend, and generous equity. Our salary ranges are based on factors such as expectations as laid out in the job description, location-specific market data, internal parity, and the experience and skills of individual candidates. Therefore, the on-target earnings, including the base and bonus, are $140,000 - $160,000 and account for a variety of locations and skills/experience.  Please know that if you are invited to speak with a recruiter at NoRedInk, they will have an open discussion about compensation during your first call to ensure alignment. 

*Note: Agencies or other third-party recruiters may not submit unsolicited candidate resumes or their information to any NoRedInk employee, including a NoRedInk Recruiter, unless a contract is signed and you are given permission by the Talent Acquisition team to work on a job opening.