Director of Client Success

Location: Remote w/ expected travel
Reports To: Chief Executive Officer (CEO)
Salary: Competitive salary and benefits package commensurate with experience

About the role

We are seeking a dynamic and experienced Director of Client Success to lead and manage our Client Success team, including our Directors of Academic Success, Implementation and Faculty Support roles. In this strategic role, you will be responsible for ensuring our clients’ success, driving account growth, and fostering long-term relationships with our educational partners. You will play a critical role in shaping and executing our client success strategies, aligning them with our overall business goals.

Key Responsibilities

Leadership and Management:

• Lead, mentor, and manage the Client Success team to achieve high performance and client satisfaction.
• Develop and implement strategic plans to ensure the success and growth of our clients.

Client Success Strategy: 

• Develop and execute comprehensive client success strategies that align with company goals and drive client retention and revenue growth.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of client success initiatives.

 

Sales and Revenue Growth: 

• Develop and implement strategies to drive revenue growth through upselling, cross- selling, and expanding our footprint within client institutions.
• Set and manage sales quotas for the Client Success team, ensuring targets are met or exceeded.
• Collaborate closely with the Market Development team to identify and pursue new business opportunities.

 

 Account Management:

• Oversee the management of client portfolios, ensuring high levels of client satisfaction and retention.
• Work closely with the team to manage forecasts of kit orders for upcoming academic terms.
• Work closely with Campus Success Directors to identify opportunities for upselling and cross-selling within existing accounts.

 

 Client Onboarding and Implementation:

• Oversee the implementation and onboarding process for new clients, ensuring a smooth transition and successful adoption of our products.
• Work closely and manage the Implementation Team to provide exceptional onboarding experiences.

 

Client Advocacy and Feedback: 

• Act as a client advocate, gathering and analyzing client feedback to inform product development and improve our offerings.
• Foster strong relationships with key stakeholders within client organizations.

 

Cross-Functional Collaboration: 

• Collaborate with the sales, marketing, product, and development teams to align client success initiatives with overall company objectives.
• Ensure seamless communication and coordination across departments to deliver a unified client experience.

Thought Leadership:

• Represent Science Interactive at industry events, conferences, and webinars, positioning the company as a leader in science education innovation.
• Share insights and best practices to contribute to the advancement of the education technology sector.

Ideal Skills and Qualifications

Education and Experience:

• Bachelor’s degree in Business, Education, or a related field.
• Minimum of 7 years of experience in client success, account management, or a related role, with at least 5 years in a leadership position, preferably within the education technology sector.

 

 Sales and Revenue Focus:

• Proven track record of meeting or exceeding sales targets and driving revenue growth through upselling and cross-selling.
• Strong ability to set and manage sales quotas, with experience in motivating and leading sales teams to achieve high performance.

Leadership Management

• Proven track record of leading and managing high-performing teams.
• Strong ability to mentor and develop team members, fostering a culture of excellence and accountability.

Strategic Vision: 

• Demonstrated ability to develop and execute client success strategies that drive retention and revenue growth.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.

Client-Centric Mindset:

• Deep commitment to client satisfaction and success, with a proactive approach to solving problems and addressing client needs.
• Excellent relationship-building skills, with the ability to engage and influence key stakeholders.

Why Join Us? 

• Innovative Environment: Be part of a company that is at the forefront of transforming science education.
• Impact: Make a meaningful impact on education by helping institutions enhance their science programs.
• Competitive Compensation: Attractive base salary with performance-based incentives, rewarding your hard work and success.
• Supportive Culture: Join a team of passionate professionals dedicated to making a difference in education.