Job Overview
We are seeking an inspiring, strategic, and results-oriented Vice President of Success Management to lead our experienced and high-impact Success Management team. This role is pivotal to ensuring the success of state- and district-level customers across the country who are supported through our Success Partnerships. Reporting directly to the Senior Vice President of Customer Success at Lexia Learning, the VP of Success Management will drive customer success and strong retention within our high-touch customer segment. The ideal candidate will bring exceptional leadership, cross-functional collaboration skills, and a proven ability to align customer success with business outcomes. This role demands a blend of strong leadership skills, a customer-centric mindset, and a profound understanding of our products/services and the industry landscape.
Key Responsibilities
Strategic Leadership:
- Provide strategic direction and leadership to the Success Management team, fostering a culture of excellence, accountability, and continuous improvement.
- Recruit, lead, and develop a high-performing Success Management leadership team in collaboration with Success Management directors.
- Cultivate a collaborative and supportive team through mentorship and providing ongoing support and advocacy for the Success Management team.
- Lead by example to uphold and promote company values and culture.
- Develop an environment focused on achieving customer success goals and ensuring alignment of practices across states, domains and regions.
- Foster a learning environment that encourages self-reflection within this highly experienced team, enabling them to manage their portfolios of accounts to achieve exceptional success for our customers.
- Coach and empower leaders to identify individual and team strengths, build capacity, and support continuous professional development.
Performance Management and Analysis:
- Define key performance indicators and metrics to measure the effectiveness of the Success Management team.
- Analyze customer data and trends to identify areas for improvement and optimization.
- Develop and implement strategies to maximize customer retention and minimize churn rates.
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
- Implement scalable systems and processes to ensure team accountability and actionable insights.
Customer Engagement and Advocacy:
- Build relationships with key customers across the nation, serving as a trusted advisor and advocate for their needs.
- Support customer engagement initiatives, ensuring proactive communication, relationship building, and value realization throughout the customer lifecycle for high-touch customers.
- Serve as an executive sponsor and escalation point for strategic accounts as needed.
Service Delivery and Risk Mitigation:
- Ensure the delivery of all purchased services with the utmost care to deliver the best customer experience and lead them to their desired outcomes.
- Understand risks and mitigate them through continuous data review, and risk mitigation meetings to strategize solutions to intervene early.
- Ensure alignment between service delivery and customer expectations, leveraging feedback loops and operational reviews.
Business Growth and Advocacy:
- Drive new business growth through greater advocacy and customer success qualified lead programs.
- Champion customer needs and advocate for enhancements to products/services based on customer feedback and insights in collaboration with the Success Partnership Product Managers.
- Stay updated with industry trends and best practices in customer success methodology and implement innovative strategies to stay ahead of the competition.
- Contribute to strategic planning discussions and collaborate on long-term customer experience visioning.
Cross-Functional Collaboration:
- Collaborate closely with other departments, including Sales and Marketing, and Go-To-Market initiatives to ensure alignment and synergy across the organization.
- Lead by example by demonstrating and enforcing collaborative communication and cross-functional relationships among departments.
- Share ideas in a compelling manner that gains commitment from stakeholders from other departments.
- Partner with Product, Learning & Research, and other internal teams to align success initiatives with product usage, learning outcomes, and customer goals.
Financial, Resource Management:
- Manage the budget, resources, and processes of the Success Management team, ensuring optimal utilization and efficiency.
- Monitor and report on key metrics such as retention rate, customer satisfaction, Net Promoter Score, etc.
- Ensure proper forecasting and resourcing to meet regional and national customer needs efficiently and effectively.
Job Requirements
- Bachelor’s degree in Education or related field. A master’s degree is highly preferred.
- Minimum of 10 years of experience in customer success management or related roles. Proven experience building and leading customer success organizations of 100+ team members in a fast-paced environment.
- At least 8 years in a leadership/senior management position leading large remote teams.
- Deep understanding of the education industry and the factors that drive customer success in this space.
- Experience with professional learning and the Science of Reading is strongly preferred.
- Direct experience with the implementation and scale of customer success programs in K–12 education is highly desirable.
- Edtech experience with a SaaS product is preferred
- Experience working cross-functionally and collaborating with GTM teams across the organization.
- Analytical mindset with the ability to leverage data and insights to inform decision-making and drive continuous improvement.
- Exceptional verbal and written communication, presentation, and interpersonal skills.
- Proven track record of driving customer success and achieving business results in a fast-paced, high-growth environment.
- Proven leadership skills with the ability to inspire and motivate teams to achieve excellence.
- Strategic thinker with the ability to develop and execute effective retention strategies..
- Customer-focused mindset with a passion for delivering exceptional experiences and driving customer satisfaction.
- Entrepreneurial drive with a growth mindset and ability to innovate in a dynamic, evolving environment.
To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/.
Remote First Work Environment
Our Remote First approach gives employees the flexibility and trust they need to effectively balance work with life. It creates a culture in which all employees are valued and where success is measured in results. It allows us to work collaboratively, inclusively and for greater positive impact, regardless of our individual locations.
If you will be working remotely, either occasionally or on a permanent basis, you must have a reliable internet connection through a cable or fiber-optic broadband service with minimum speeds of 10 Mbps download and 5 Mbps upload.
The successful candidate will be expected to actively participate in video-based interviews during the recruiting process and ongoing virtual meetings with their camera on, as part of their role.
As part of our Remote-First benefits, Cambium offers reimbursement to help cover the cost of setting up your home or remote office.
An Equal Opportunity Employer
We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex (including pregnancy, gender, gender identity/expression, or sexual orientation), national origin, protected veteran status, disability, or genetic information (including family medical history).
We will provide reasonable accommodations for qualified individuals with disabilities. You may request an accommodation during the recruiting process with your Talent Acquisition team member.
