Edtech.com's Summary

XanEdu is hiring a Director, Customer Operations. This role manages day-to-day relationships with key client accounts, focusing on account growth, retention, cross-functional collaboration, and achieving revenue targets. The Director leads strategic account management, advocates customer priorities internally, and drives business outcomes in partnership with clients.

Highlights

Lead portfolio of strategic, enterprise-level accounts ensuring customer success, retention, and growth.
Build relationships with both individual contributors and executive stakeholders to position XanEdu as a strategic partner.
Advocate for customer priorities and influence organizational strategy and resource allocation.
Establish governance frameworks and lead cross-functional initiatives to resolve escalations and mitigate risks.
Monitor account health, consult on revenue forecasts, and lead complex contract negotiations.
Required skills include problem-solving, communication, negotiation, presentation, and ability to influence executives within K-12 education.
Preferred experience includes 5-10 years in account management or customer success, particularly in education or ed-tech instructional materials.
Proficiency with CRM tools like HubSpot or Salesforce and experience aggregating customer insights from data sources.
Bachelor's degree in business, marketing, or related field, or equivalent experience in K-12 education industry.
Compensation ranges from $110,000 to $125,000 annually with 10% bonus eligibility; role is fully remote with up to 15% travel.

Director, Customer Operations Full Description

Director, Customer Operations
Fully Remote • Remote Worker - N/A

Job Type

Full-time

Description

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.

Requirements

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.

Salary Description

$110-125k annually with a 10% bonus eligibility

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