For over two decades, BrainPOP has been trusted by educators and parents worldwide as a source of engaging and impactful learning experiences for all kids. With a presence in over two-thirds of U.S. districts through school and district subscriptions and an estimated annual reach of 25 million students, BrainPOP is empowering kids to take agency over their learning and excel in and out of the classroom. 

　　The company was acquired in 2022 by KIRKBI, the family-owned holding and investment company of the LEGO brand, marking a significant milestone as their first acquisition in the digital learning realm. We are thrilled to continue making learning fun and accessible with the strategic guidance and support of KIRKBI.

　　About the Role

　　The Senior Director, Customer Success is responsible for BrainPOP’s School BoB and will drive strategy for the high volume of school customers to secure renewals and mitigate churn. This role requires expertise in process optimization and data orientation, with a focus on operational excellence. Additionally, a strong focus will be on hiring, developing and coaching a team of customer success managers who maintain a high volume of accounts. This newly created position will report to the VP of Success. 

　　Some travel will be required; quarterly travel to NYC HQ and occasional customer visits in your region. 

　　A Day in the Life

　　Leadership of the school customer success team who is responsible for monitoring the health of their high volume book of business, and will work closely with our internal teams to ensure clients are engaging with and getting the most out of BrainPOP’s solutions, and ultimately renewing their investment in BrainPOP.  Coaching your team in identifying growth opportunities, initiating conversations regarding expansion and growth with our current customers, and upselling additional solutions into subscribing school customers.  You and your team will also manage customers as they go through the BrainPOP Customer Journey, and will ensure they have the necessary support and resources at each step in the process to create an exceptional experience throughout the full lifecycle. Partner with the VP of Success, Revenue Operations and Implementation to develop a set of key metrics and dashboards to evaluate and monitor health of school accounts; use metrics to drive decisioning and strategy and mitigate for churn.  Partner with VP of Success, CSO, and Revenue Operations to develop systems and best practices for segmenting customers, launching appropriate actions, and outcomes by segment. Ensure your team is successful at acting as the relationship manager and adept at managing a large book of business and identifying at risk customers, and implementing a playbook of activities that mitigate these risks.  Develop deep knowledge of the BrainPOP products, a prerequisite for providing world-class support and service to educators. Communicate consistently with school leaders to ensure the ongoing use of BrainPOP, gather feedback, share new features, and address challenges. Monitor and maintain high levels of customer satisfaction while managing partner expectations. Collaborate with others in customer success to develop innovative ways to leverage technology to communicate and support all of BrainPOP’s users. Work collaboratively with other internal BrainPOP teams, communicating observations and feedback from school partners to help inform future product development efforts. You Are

　　Passionate about learning and always seeking opportunities to expand your knowledge. A self-starter with great instincts and the ability to coach at team to discern upcoming needs and to act upon them in a proactive manner.. A skilled multi-tasker and the wearer of many hats but is able to effectively prioritize the needs of your team and the business. Not afraid to roll up your sleeves and have a “Can Do” attitude. Outgoing and personable and take pride in being a positive, helpful presence around the office. An articulate communicator with strong writing skills. A team player with the time management and organizational skills to also work independently. On Your Resume

　　8+ years experience in software sales and/or account management in K-12 edtech.  5+ years of sales, account management or customer success leadership experience, leading teams and achieving or exceeding sales goals. Demonstrated success in managing a team focused on process and high volume based support.   Demonstrated experience using a data-driven approach to strategy.   Experiencing driving operational excellence with high volume account portfolios. Demonstrated success delivering against sales targets. Proven competency in identifying value-based opportunities for partners; advocating partner needs internally and externally and deeply knowledgeable of the K-12 landscape at the state level, including curriculum, standards, and evolving educational trends. Experience with software implementations in K-12 edtech. Experience with a CRM and the ability to forecast and create reports to inform management and support strategic decision-making. Ability to manage large complex projects and programs (minimum of 3 years of project management or equivalent experience.) Empathetic to the needs of teachers and students. Experience in a K-12 district is a plus. Location:

　　The BrainPOP team operates in a hybrid work environment: Each role has remote flexibility and an in-person component at our New York headquarters or other meeting locations. Based on the requirements of a specific role, we may prioritize hiring within a commutable distance of our New York headquarters or in another region relevant to that role.

　　We can employ individuals residing in the following approved hiring states:

　　California Connecticut Florida Georgia Illinois Massachusetts Missouri New Jersey New York North Carolina Oregon Pennsylvania Tennessee Texas We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on a number of factors, including experience level, skill set, and balancing internal equity relative to peers at the company. Based on these factors, we expect most of the candidates offered roles at our company to fall healthily throughout the range. We recognize that the person we hire may be less experienced (or more senior) than this job description, as posted. If so, the updated salary range will be communicated to you as a candidate.

　　USA Pay Scale

　　$115,000—$135,000 USD

Life at BrainPOP

　　Our team is made up of educators, data scientists, published authors, engineers, artists, bakers, film buffs, cyclists, dual citizens, and so much more. We value diversity and inclusion, collaboration, and learning from multiple perspectives.

　　We believe that a diverse organization is a more effective organization. BrainPOP is an Equal Opportunity/Affirmative Action Employer.