Kira Learning
Director of Customer Success
Kira Learning, Los Angeles, California, United States, 90079
Los Angeles, CACustomer Success /Full-time /On-siteWe are looking for a talented and experienced Director of Customer Success who will lead and grow a team providing hands-on support to our enterprise customers. As our Director of Customer Success, you will work cross functionally across sales, product and engineering to drive expansion and adoption of Kira Learning in K-12 classrooms globally. We’re looking for someone who has experience working with education institutions and boards and is comfortable adapting in a changing environment. The ideal candidate also has experience building and managing high performing teams.Responsibilities & Duties
Drive world-class support to Kira Learning’s customer base, including leading differentiated customer experiences for our most valuable (and often complex) customers.Create multi-contact relationships with schools and districts by identifying and connecting with stakeholders.Regularly communicate with teachers and administrators to ensure successful implementation of Kira Learning solutions.Assess and respond to student progress and mastery data to help teachers improve student outcomes.Share teacher feedback with curriculum, product and engineering teams to inform ongoing product development.Manage renewals and expand existing relationships; oversee renewal conversations with administrators and track deal data accordingly.Build and provide training, product support and delegation tactics for customer issues.Drive alignment towards product and sales improvements with key partner teams, such as Sales, Engineering and Product.Provide accurate forecasting and reporting on customer success metrics; escalating any accounts at risk of churn and taking appropriate actions.Serve at the escalation point for customer issues and manage resolutions effectively.Inclusively grow, develop and lead a robust, high-functioning Customer Success team.Experience & Skills
7-10+ years of customer or client success leadership in an enterprise B2B business.Extensive experience in working with local and state educational agencies (e.g., state boards, school districts, etc).High proficiency with technical SaaS products and a demonstrated ability to educate others in how to utilize such products.Impeccable leadership skills with a strong ability to coach, rally and develop others. Capable of delivering and receiving thoughtful feedback.Ability to confidently and thoughtfully influence across the organization, including with leadership.Strong verbal and written communication skills; can patiently, professionally and effectively communicate with others. You understand how important the details in communication are too, like body language and vocal tonality.Nimble, scrappy and adaptable. Can roll with the punches and thrive in a fast-paced, early-stage startup environment.A positive, can-do attitude. You’re not deterred by minor setbacks and are able to swiftly overcome ambiguity.Will consistently cultivate a culture of inclusion where all team members feel a sense of belonging and can bring their authentic selves to work.Strong proficiency in Google Workspace programs, Microsoft Office Suite, CRM software and project management software.Salary: $160,000 - $190,000 a yearCompetitive salary ($160,000 - $190,000) and equity package in a well-funded, high growth company. Compensation is based on a number of relevant factors such as location, professional experience and related skill sets.Benefits
Flexible PTOPaid parental leaveTop-notch medical, dental and vision coverageCompany 401(k) plan
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Drive world-class support to Kira Learning’s customer base, including leading differentiated customer experiences for our most valuable (and often complex) customers.Create multi-contact relationships with schools and districts by identifying and connecting with stakeholders.Regularly communicate with teachers and administrators to ensure successful implementation of Kira Learning solutions.Assess and respond to student progress and mastery data to help teachers improve student outcomes.Share teacher feedback with curriculum, product and engineering teams to inform ongoing product development.Manage renewals and expand existing relationships; oversee renewal conversations with administrators and track deal data accordingly.Build and provide training, product support and delegation tactics for customer issues.Drive alignment towards product and sales improvements with key partner teams, such as Sales, Engineering and Product.Provide accurate forecasting and reporting on customer success metrics; escalating any accounts at risk of churn and taking appropriate actions.Serve at the escalation point for customer issues and manage resolutions effectively.Inclusively grow, develop and lead a robust, high-functioning Customer Success team.Experience & Skills
7-10+ years of customer or client success leadership in an enterprise B2B business.Extensive experience in working with local and state educational agencies (e.g., state boards, school districts, etc).High proficiency with technical SaaS products and a demonstrated ability to educate others in how to utilize such products.Impeccable leadership skills with a strong ability to coach, rally and develop others. Capable of delivering and receiving thoughtful feedback.Ability to confidently and thoughtfully influence across the organization, including with leadership.Strong verbal and written communication skills; can patiently, professionally and effectively communicate with others. You understand how important the details in communication are too, like body language and vocal tonality.Nimble, scrappy and adaptable. Can roll with the punches and thrive in a fast-paced, early-stage startup environment.A positive, can-do attitude. You’re not deterred by minor setbacks and are able to swiftly overcome ambiguity.Will consistently cultivate a culture of inclusion where all team members feel a sense of belonging and can bring their authentic selves to work.Strong proficiency in Google Workspace programs, Microsoft Office Suite, CRM software and project management software.Salary: $160,000 - $190,000 a yearCompetitive salary ($160,000 - $190,000) and equity package in a well-funded, high growth company. Compensation is based on a number of relevant factors such as location, professional experience and related skill sets.Benefits
Flexible PTOPaid parental leaveTop-notch medical, dental and vision coverageCompany 401(k) plan
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