Head of Client Success

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🕒 Julho 28

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Penn Foster

SiteLinkedInTodas as Vagas

201 - 500 funcionários

📚 Educação

👥 B2C

🤝 B2B

Education • B2C • B2B

Penn Foster é um provedor de educação online credenciado e focado em carreiras, oferecendo programas certificados, diplomas, graduações de associados, bacharelados e ensino médio no formato autodidata. Seu catálogo abrange áreas vocacionais e profissionais, incluindo saúde, tecnologia veterinária, profissões especializadas (HVACR, elétrica, encanamento), reparo automotivo, negócios, TI, justiça criminal, design, hospitalidade, e mais. A Penn Foster atende alunos individuais (mais de 133. 000 estudantes ativos) com cursos online flexíveis, disponíveis 24 horas por dia, 7 dias por semana, e também oferece soluções de treinamento para empresas. A instituição opera diversas escolas/divisões e mantém credenciamentos como DEAC e credenciamentos específicos de programas (por exemplo, um programa de técnico veterinário credenciado pela AVMA-CVTEA).

Descrição

• Establish and operationalize the long-term vision for the Client Success function • Define what “great” looks like across the end-to-end customer lifecycle, from onboarding through renewal and expansion • Build a scalable, outcomes-driven client success playbook focused on customer value realization, learner outcomes, retention, and growth • Create infrastructure, processes, and operating rhythms that improve predictability across customer health, renewals, and expansion • Design and implement customer segmentation and tiered service models based on account size, complexity, and growth opportunity • Define engagement strategies, support models, and customer success expectations across segments • Establish a proactive, consultative customer engagement approach rooted in measurable business outcomes • Elevate the overall partner experience through responsive service, strategic partnership, and operational excellence • Evolve the organization from reactive account management to strategic partnership management • Build frameworks for account planning, customer health monitoring, executive engagement, and expansion opportunity identification • Support Client Success Managers in developing multi-threaded relationships across partner organizations • Partner closely with Sales to improve account handoffs, clarify ownership across expansion opportunities, and support long-term account growth • Lead, coach, and develop a team of Client Success Managers and Client Coordinators • Assess current team capabilities and organizational structure to support future scale and complexity • Establish clear performance expectations, accountability measures, and development pathways • Foster a culture of ownership, urgency, collaboration, continuous improvement, and customer advocacy • Recruit and develop additional talent as needed to support business growth • Partner closely with Revenue Operations to define reporting, customer health metrics, forecasting inputs, and performance dashboards • Build consistent operating cadences including account reviews, business reviews, and renewal planning • Clarify workflows and partnership models between Client Success and operational support teams to improve scalability and reduce reactive work • Collaborate cross-functionally with Sales, Operations, Product, Academics, Marketing, and Revenue Operations to improve the end-to-end customer experience • Create actionable feedback loops that inform operational, product, and customer experience improvements

🎯 Requisitos

• 10+ years of experience in Client Success, Customer Success, Account Management, Partnerships, or related customer-facing leadership roles • 5+ years of leadership experience managing and developing teams • Experience building or transforming customer-facing functions in high-growth, evolving, or ambiguous environments • Proven track record improving retention, expansion, and customer outcomes • Experience creating scalable operational processes, customer engagement models, and organizational structures • Experience partnering closely with Sales, Operations, Product, and Revenue Operations teams • Strong experience managing enterprise or complex customer relationships preferred • Experience in education, workforce development, healthcare, veteran services, or social impact sectors is preferred but not required

🏖️ Benefícios

• medical • dental • vision • flexible spending • generous paid time off • sponsored volunteer opportunities • 401K with a company match • free access to all of our online programs