Role Summary
The School Success Director is responsible for ensuring every partner school experiences real, tangible value from our client's platform. This is a player-first role that will gradually evolve into a managerial one. In the initial phase, you’ll work hands-on with our early partner schools, shadow the founding team, onboard schools, help them ramp up usage, and build empathy for the user. Over time, you'll formalize the Customer Success playbook and scale the function by hiring and mentoring a team of Customer Success Managers.
Key Responsibilities
Phase 1: Individual Contributor (first 6 months)
- Shadow the founding team and deeply understand CuePilot’s product, philosophy, and existing customer landscape.
- Personally own relationships with key partner schools.
- Conduct onboarding sessions with new incoming schools:
- Align expectations with school leadership and teachers.
- Collect and structure academic, administrative, and curricular data.
- Coordinate with backend and product teams to ensure smooth platform setup.
- Lead teacher trainings and ensure schools are set up for Day 0.
- Monitor usage adoption and ramp-up:
- Drive progressive feature adoption across key timelines (Day 0, Day 8, Month 3).
- Identify friction points and proactively troubleshoot them.
- Offer both reactive and proactive support:
- Reactive: Resolve bugs, feature gaps, event-specific needs, and support tickets.
- Proactive: Monitor usage metrics, detect early signals of account risk, and intervene.
- Act as a bridge between the school and CuePilot, advocating for the school internally while maintaining alignment with CuePilot’s long-term vision.
- Build and begin codifying the Customer Success Playbook.
Phase 2: Managerial Growth
- Recruit, train, and mentor a high-performing Customer Success team.
- Own and report key customer success metrics:
- NPS, satisfaction scores, engagement heatmaps, usage milestones.
- Account retention and renewals.
- Lead strategy for scaled success operations while preserving the high-touch experience.
- Deepen CuePilot’s partnership with schools, exploring ways to turn power users into evangelists.
What Success Looks Like?
- High retention (100%) of pilot and paid accounts.
- Schools see CuePilot as integral to their success.
- Strong usage growth along the defined feature ramp.
- Deep, trusting relationships with school teams.
- A clear, repeatable Customer Success playbook built from real experience.
- A growing team delivering consistent, high-quality support.
Key Traits and Competencies
- Empathetic Diagnostician: You listen between the lines, spot the real problem hiding beneath a symptom, and craft meaningful solutions.
- Immense curiosity: We believe understanding a problem is critical before one can solve it. Curiosity is a trait that enables us to understand anything. The desire to get to the root of problems is vital to this role.
- Builder’s Mindset: You thrive in ambiguity, learn on the fly, and can build processes from scratch.
- Bias for Action: You don’t wait for problems to surface, you go find them and solve them.
- Clear Communicator
- Champion for the Customer: You always bat for the school. They should feel you’re on their team.
- Collaborative Driver: You push internally when needed to deliver on promises.
- Player-Coach Evolution: You’re hands-on today and ready to lead a team tomorrow.
Experience & Background
- 5+ years of experience in Customer Success, Account Management, or School Partnerships roles (preferably in EdTech, SaaS, or education-related services).
- Proven track record in managing high-value accounts with measurable success in retention, usage growth, and satisfaction.
- Experience working directly with schools, teachers, or educational institutions is highly preferred.
- Hands-on exposure to onboarding, training, and scaling customer usage of a technology platform.
- Prior experience in a player role (direct ownership of accounts) before moving into a leadership/managerial role.
- Experience building Customer Success playbooks, processes, and KPIs from scratch is an advantage.
Skills & Competencies
- Strong diagnostic problem-solving skills—able to get to the root cause behind user-reported symptoms.
- Excellent relationship-building abilities, with empathy for educators’ needs and constraints.
- Exceptional communication skills—both written and verbal—across different stakeholders (teachers, school leadership, internal tech teams).
- Ability to proactively monitor and interpret usage metrics, identify risk signals, and take corrective action.
- Comfort with reactive support (resolving immediate issues) and proactive engagement (preventing issues before they happen).
- Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously.
- Ability to work closely with product, engineering, and operations teams to advocate for customer needs while balancing internal priorities.
- Data-driven mindset—comfortable using tools like CRM, analytics dashboards, and ticketing systems to track progress.
Mindset & Work Style
- Player-first attitude—willing to be hands-on in the first 6+ months before moving into team leadership.
- Ownership mindset—treats partner schools’ success as personal responsibility.
- Resilient and adaptable in fast-changing, high-growth startup environments.
- Collaborative but assertive—knows how to push internally to get things done without damaging relationships.
- Comfort with high-touch engagement while also thinking about long-term scalability.
Education
- Bachelor’s degree required; Master’s degree in Education, Business, Liberal Arts or related field is a plus.
Bonus Points
- Experience in teacher training, curriculum implementation, or school leadership.
- Knowledge of EdTech tools, learning management systems, or classroom technology.
- Familiarity with NPS, CSAT, and customer health scoring models.
Skills: leadership,customer success,account management,school partnerships,saas,edtech
