ABOUT ALLOVUE

Allovue believes every student deserves access to the resources they need to be successful in school. Our education resource planning software empowers K–12 administrators at every level to allocate resources to best support the needs of their students. We seek people who are creative, funny, humble, flexible, motivated, collaborative, and problem-solvers. We love and respect our team members. We also love silly GIFs.

YOUR ROLE

As the Director of Customer Success, you will be responsible for building and scaling Allovue’s customer engagement and adoption strategy. The goal of this role is to promote retention/loyalty by working closely with customers to ensure they are achieving their goals. You will partner with our Professional Services team, Sales, and other departments to ensure that the voice of the customer is heard and understood. The ideal candidate for this role is someone who has a track record of implementing best practice customer engagement strategies at growing organizations.

RESPONSIBILITIES

• Assess, prioritize, and innovate new programs to ensure our customers are adopting Allovue’s product suite
• Create robust and proactive systems and dashboards for measuring, communicating, and escalating customer needs to cross-functional stakeholders at the company, including our sales and product teams
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Standardize the approach to engaging, retaining, and expanding our customers by building playbooks, processes, and procedures.
• Thoroughly understand each customer’s needs and goals to deliver individualized success plans, enhance the customer experience, and drive renewals.
• Develop methods to identify and address at-risk accounts and collaborate with other departments to provide resolution. 
• Develop methods to identify opportunities for account expansion and pass to the account management team.

QUALIFICATIONS

• 5+ years of customer success experience (or 2-3 in CS leadership role) 
• K12-SaaS experience preferred
• Proven ability to develop strategies, translate them into initiatives, and track successful delivery
• Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning
• Strong perspective rooted in professional experience, paired with willingness to listen carefully, explore new ideas, and coach
• Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it
• Excellent ability to synthesize and analyze data, feedback, and information to effectively prioritize actions and deliver outcomes