About the Role

The Director, Customer Operations is the direct owner of the day-to-day relationship with one or more of our key client accounts. This role is centered around relationship management, account growth strategy, cross-functional reporting and execution, retention, and delivering business outcomes as defined by XanEdu and the partner. This individual must demonstrate a mindset for customer centricity and advocacy while also balancing the need to achieve profitability and revenue targets for our organization. This role reports to our Vice President, Customer Operations.  

Strategic Account Leadership

• Own and lead a portfolio of strategic, enterprise-level accounts, serving as the primary point of accountability for customer success, retention, and growth. 
• Build trusted relationships with both individual contributors and executive stakeholders, influencing decisionmakers and positioning the organization as a strategic business partner. 
• Identify and capitalize on growth opportunities across existing accounts through consultative engagement, business reviews, and solution alignment. 

Cross-Functional Leadership

• Serve as the voice of the customer internally, advocating for customer priorities and influencing organizational strategy and resource allocation.  
• Establish governance frameworks and communication cadences that strengthen partnership alignment and drive measurable results. 
• Lead cross-functional initiatives to resolve escalations, mitigate risks, and ensure successful delivery of customer commitments. 
• Drive accountability across stakeholder groups through clear action plans, milestone tracking, and executive visibility. 

Customer Success & Business Outcomes

• Monitor account health, trends, and performance metrics to proactively identify risks and opportunities. 
• Consult on revenue forecasts and growth plans to ensure achievement of financial targets and business objectives. 
• Partner with customers to define success measures and strategic initiatives that deliver measurable business impact. 
• Lead complex negotiations for renewals, contract amendments, and strategic initiatives that maximize customer value and business outcomes. 

Required Qualifications

• At least a Bachelor’s degree in business, marketing or related field OR equivalent experience in K-12 Education industry. 
• Strong problem-solving, analytical, communication, negotiation, and presentation skills. 
• Proven ability to lead and influence cross-functional teams and coordinate resources in a matrixed environment.  
• Ability to aggregate information and deliver customer insights from disparate data sources and inputs. 
• Ability to converse with, present to, and influence executives in the K-12 education industry. 

Preferred Education / Experience

• At least 5-10 years' experience in account management, customer success organizations with a focus on education and/or ed-tech instructional materials solutions  
• Experience tracking opportunities and activity via a CRM (e.g. HubSpot, Salesforce, etc.) and other reporting requirements. 

Working Arrangement

• Fully remote work assignment with the ability to travel for customer meetings, conferences, etc. up to 15%. 

Compensation

• Position Range is $110-125k annually with a 10% bonus eligibility. 

XanEdu is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate or tolerate discrimination or harassment on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, pregnancy, national origin, ancestry, age, marital or familial status, disability, genetic information, veteran or military status, citizenship or immigration status, or any other status protected by applicable law. XanEdu also provides reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, in accordance with applicable law. If you need assistance or an accommodation during the application or recruiting process, please contact us.