VP of Customer Experience

| San Francisco | Remote
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Our Growth Mindset (The Mission):

Think back on your time in school and a project or experience that got you fired up, curious, and motivated to try your best. Can you remember one? If you’re like us, there are some projects we remember decades later -- those times when we were so engaged in what we were doing that we couldn’t help but learn.


Seesaw is a learning platform that brings educators, students and families together to deepen student learning. Teachers design and facilitate powerful learning experiences, students create, reflect, collaborate and make their learning visible, and families actively support and celebrate student learning. Seesaw is used by millions of K-12 students in over 75% of the schools in the U.S.


The Curriculum (Your Role):

Seesaw has experienced exceptional growth, tripling our revenue in the last year! We are looking for a VP of Customer Experience who will support us in this pivotal moment, developing and driving the strategies to successfully retain and grow our expanding customer base. In this role you will lead and inspire our customer experience organization including support, implementation, customer success and training while also helping us further our mission of empowering students to be their best.


Your Classmates (The Team):

This role will report into the CEO and will be partnering closely with executives to provide a holistic post-sales customer journey. You’ll be leading a team of customer centric, collaborative, and passionate individuals who are motivated by our mission and delivering the best experience possible to our users at every stage, while also achieving company goals.

Subject Matter (Your Responsibilities):

  • Create the long term vision for the CX team leading, developing, and guiding them through all stages of growth as they build relationships with customers, drive adoption and expansion, and create long lasting successful customer partnerships. 
  • Architect a CX organization that meets the needs of our Enterprise, Mid Market and SMB customers while attaining revenue, retention, satisfaction, and cost of support goals.
  • Mentor, coach and invest in the development of your team while inspiring them through changes and challenges.
  • Have a deep understanding and ownership over metrics and data related to retention, onboarding, implementation, adoption, engagement, renewals and expansion.
  • Advocate on behalf of the customer by analyzing qualitative and quantitative data to generate insights that inform stakeholders in product development, uncover customer opportunities to drive revenue, and meet retention goals within customer success.
  • Develop the CX go-to-market strategy for new products that support retention, renewal, cross-sell and upsell goals.
  • Our business is seasonal and back to school (June - October) requires additional preparation and staffing. Advise and support CX teams on staffing needs and business strategy in service of successful back to school seasons time and time again.

Prerequisites (The Requirements):

  • 10+ years in a client facing senior leadership role.
  • Experience leading a CX team responsible for $100M+ in renewals.
  • Experience managing a high performing distributed team across the country.
  • Ability to clearly communicate your viewpoint both verbally and written based on experience, data, and logic along with strong analytical skills.
  • A range of experience with customer success at scale including experience with SMB, mid-market and enterprise customers.
  • Exceptional cross-functional collaborator with an ability to bring people along with your vision.
  • Anyone you’ve managed would say you are a dedicated, supportive, and motivational manager. You lead teams with empathy and strive to be a great teacher and coach to your team members.

Don't let the confidence gap get in the way of applying! We'd love to hear from you.


Seesaw provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religious creed, color, sex, sex stereotype, gender, gender identity/gender expression/transgender, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, or military or veteran status. In addition to federal law requirements, Seesaw complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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Location

548 Market St , PMB 98963, San Francisco, CA 94104

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