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Director of Customer Success

Interplay Learning

Interplay Learning

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Customer Service, Sales & Business Development
Remote
Posted on Friday, September 27, 2024
Interplay Learning sits at the intersection of EdTech, Virtual Reality, and Enterprise Software as it modernizes Learning Management & Content Systems throughout the skilled trade industries.
Since 2016, Austin-based Interplay Learning has been building better training, better careers and better lives for its customers and their employees.
Our award-winning online and VR training for the essential skilled trades, including HVAC, Plumbing, Electrical, Solar, Multi-Family Maintenance and Facilities Maintenance workforces, is scalable and more effective than traditional training methods. By leveraging immersive learning technology, Interplay’s customers are able to train and practice hands-on learning from a desktop, phone, tablet, or in virtual reality. The result is a highly trained employee who is job-ready in weeks, not years.
Our digital experiential learning platform, SkillMill, conveniently turns any space into a training lab with its short video courses, 3D simulations, knowledge checks, coaching, community, and connectivity.
Awards & Recognition:
  • Backed by best-in-class VC’s, we are positioned for exciting growth
  • Forbes 2024, America's Best Startup Employers
  • Built-In, Best Midsize Places to Work In Austin 2023 & 2024
  • Fast Company’s World Changing Ideas Awards in the Education, General Excellence, and On the Rise categories

Position: Director of Education & Workforce Development, Customer Success

The Director of Education & Workforce Development, Customer Success plays a critical role in developing and driving the strategic direction for EDU and WFD initiatives and customers.

Reporting to the VP of Customer Success, this individual will be responsible for developing and executing a comprehensive customer success strategy that cultivates long-term partnerships, drives customer value, and fuels ongoing revenue growth within the EDU/WFD ecosystem. This is a management role with 6+ direct reports (varying levels of CS Account Managers). You will collaborate cross-functionally to define and prioritize EDU/WFD customer goals.

What you’ll do:

Build and manage a high-performing EDU/WFD customer success team.

  • Foster a collaborative and customer-centric team culture.

  • Provide ongoing coaching and development opportunities for team members.

  • Develop a strategic renewal and expansion strategies specific to the EDU/WFD vertical.

  • Empower team members to advocate for customers and drive success.

Develop and implement a data-driven EDU/WFD customer success roadmap.

  • Conduct market research to identify customer needs and industry trends.

  • Define customer segments and develop targeted engagement strategies.

  • Analyze customer usage data to identify opportunities for improvement and growth.

  • Measure and track key customer success metrics, including value realization and business outcomes.

Proactively engage with customers to maximize value.

  • Conduct regular customer health checks to identify potential issues and opportunities.

  • Develop and deliver personalized training and resources to optimize customer outcomes.

  • Collaborate cross-functionally to define and prioritize EDU/WFD offerings and implement tactical plans.

Work cross-functionally to achieve strategic goals.

  • Partner with product, marketing, and sales teams to ensure a seamless customer experience.

  • Provide insights and expertise to inform product development roadmaps.

  • Collaborate with leadership on strategic initiatives to drive EDU/WFD customer growth.

  • Maintain and present Executive dashboards using tools like Salesforce and ChurnZero.

Who you are:

  • Strong leader and team manager with the ability to motivate, mentor and upskill a customer success team.

  • Excellent communication, negotiation, and interpersonal skills.

  • Analytical mindset with the ability to interpret data and customer trends.

  • Ability to thrive in a fast-paced, high-growth environment.

Requirements:

  • 7+ years of experience in customer success leadership and/or, account management leadership, or a related field.

  • Experience working with customers in the Education (K-12, Higher Education) and/or Workforce Development (non-profits, grant funded organizations, etc related to job skills training).

  • Experience managing direct reports (3+) and geographically-distributed/remote teams.

  • Proven track record of exceeding customer success goals and driving retention.

  • Strong understanding of customer lifecycle management best practices and experience with contract renewals, upsells, and expansions.

  • Willing to travel as needed.

  • Candidates must be authorized to work in the United States for any employer without stipulations and be residents of the United States.

Pay: up to $135k base + eligible for up to 10% bonus + commission
Interplay Learning Ethos:
At Interplay, we love what we do. We embrace our daily challenge to push technological limits to invent better ways to make learning easier and training more powerful. We attract passionate people and invite spirited discourse. We celebrate that our jobs fit our lives, not the inverse. We are uncompromising in our belief that together: we can build better training, build better careers and build better lives for customers and our team.
Company Benefits:
  • Remote-first culture and flexible hours
  • Learning resources and annual learning reimbursement
  • Family-friendly policies
  • Generous vacation policy includes 3 weeks of PTO, 1 week Winter Break, holidays and sick days
  • Medical, vision and dental insurance coverage
  • 401k
  • Private company stock options
  • Mental health and wellness resources
  • Virtual/in person social events
Diversity Statement
At Interplay Learning, diversity and inclusion are fundamental to who we are and how we operate our business. We’re building a diverse workforce that cultivates and supports all individuals for the betterment of each other, our company, and our customers. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. Interplay Learning commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.
We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Interplay Learning is an equal opportunity employer and welcomes everyone to our team. If you need any reasonable accommodation at any point in the application or interview process, please let us know.
Equal Employment Opportunity
Interplay Learning is committed to providing equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state and local laws.
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