Lead the Customer Success team, design strategies, oversee onboarding and retention, and drive customer advocacy to ensure value for early childhood education partners.
At StraighterLine we are on a mission to help students succeed!
About Us
StraighterLine is the leading provider of high-quality, affordable, online courses that help learners earn college credit and meet their professional goals. Each year, 150,000 learners take one of StraighterLine’s 215 courses to upskill into new careers or earn credit from over 2,000 colleges and universities worldwide. StraighterLine works with institutions and corporate partners to provide their students and employees with flexible education options that allow them to work and learn at their own pace. Visit www.straighterline.com for more information.
We are building a brand-new Customer Success organization, and we’re looking for an experienced, hands-on leader who is excited to design, launch, execute and scale a world-class customer experience from the ground up. As the Manager of Customer Success, you will lead our efforts to ensure early childhood educators, programs, and partners get maximum value from our products, supporting stronger outcomes for children nationwide.
You will bring your passion for teaching and learning, experience in fast-paced EdTech environments, and a proven track record building high-performance teams to help shape the future of professional development and credentialing in the early childhood market. You will play a key role in shaping departmental structure, customer experience strategy, and long-term operational frameworks as a member of the division’s leadership team.
What You’ll Do
- Design and implement the Customer Success function, including strategy, playbooks, onboarding, and performance metrics
- Hire, develop, and mentor a growing team of Customer Success Managers Own customer onboarding, adoption, retention, and expansion strategies with a focus on measurable outcomes
- Build scalable systems and processes across the customer journey: leveraging automation, data insights, and best practices
- Serve as the voice of the customer by partnering cross-functionally with Sales, Implementation, Product, and Support teams
- Monitor customer health and proactively address risks to ensure renewals and drive Net Revenue Retention (NRR)
- Lead QBRs and executive-level conversations with strategic partners, states, and education organizations
- Support program-level reporting and success metrics aligned to credential and training requirements
- Drive customer advocacy and help shape product roadmap through feedback and insights
What You’ll Bring
- 4+ years of Customer Success, Customer Experience, or related experience in SaaS or EdTech
- Direct teaching or early childhood education experience (or strong knowledge of early childhood programs and workforce requirements)
- Experience building or scaling a Customer Success team from the ground up — including hiring, coaching, and process design
- Strong understanding of subscription/renewal metrics, enablement strategies, and customer engagement analytics
- A proactive and resourceful leader comfortable working in a fast-paced, high-growth environment
- Exceptional communication, stakeholder management, and relationship-building skills
- Passion for improving educator outcomes and strengthening the early childhood workforce
- Willingness to be both a strategic leader and a hands-on operator
Bonus Points
- Experience with:
- Professional development and/or credentialing programs (e.g., CDA)
- Head Start, ECE coalitions, state quality initiatives, or workforce development organizations
- Implementing CRM platforms (Gainsight, ChurnZero, Totango, HubSpot, etc.)
Why Join Us
Opportunity to lead a critical function during an exciting stage of growth
Mission-driven work impacting early childhood educators and programs nationwide
Collaborative culture with room for innovation, creativity, and career growth
Working at StraighterLine
StraighterLine team members work every day knowing that they are helping learners on their path to employability and career success. We're an inclusive team that fosters collaboration, that trusts and communicates openly. Like our students, we are lifelong learners and strive for excellence in our work. We are committed to bringing innovative solutions to the field - your ideas will never go unheard. And, best of all, we love to celebrate each other's contributions and wins.
We also know how important a life outside of work is, and the support that employers can contribute.
Our Benefits:
Generous time off policies, 13 public holidays.
Medical, Dental, and Vision Insurance Coverage (*one option full funded by StraighterLine)
401K Safe Harbor: StraighterLine contributes 3% of your total salary whether you contribute or not
Six weeks paid parental leave
Free StraighterLine courses for you and your family members
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Top Skills
Churnzero
Crm Platforms (Gainsight
Hubspot)
Totango
Similar Jobs
Consumer Web • Coupons • Healthtech • Social Impact • Pharmaceutical
The Account Manager will manage relationships with Pharmaceutical clients, ensure satisfaction, drive revenue growth, and deliver successful campaigns.
Top Skills:
AsanaJIRASalesforce
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
The role involves engaging with major clients to enhance their use of IoT products, ensuring safety and efficiency in operations, and collaborating with internal teams to drive customer success.
Top Skills:
IotSaaS
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Manage the Enterprise Customer Success team, ensuring customer satisfaction and successful adoption of solutions. Provide coaching, define strategies, manage team KPIs, and foster a positive team culture.
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
