Customer Experience Lead

Job not on LinkedIn

🔥 50 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Pressbooks

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛍️ eCommerce

📚 Education

eCommerce • Education

Pressbooks is a simple book production software designed for the web, enabling users to create interactive web books, PDFs for print, and ebooks all from one platform. It allows authors to write new content or import existing manuscripts, choose design themes, and export to multiple formats, supporting open educational resources (OER) and open textbook initiatives widely used in universities. Additionally, Pressbooks offers enterprise plans tailored for academic institutions.

📋 Description

• Build and grow client publishing programs with network managers • Engage with authors, promote publishing on campus, design program structures, and set aligned goals • Take handoff from Sales after client onboarding and maintain client relationships • Conduct client check-ins and flag accounts crossing intervention thresholds to Sales and Support • Deliver customer-success programs through training, webinars, workshops, pilots, and communities of practice • Create video tutorials, demos, and presentations • Identify accounts ready for additional buy-ins, add-ons, or larger tiers and provide evidence to Sales • Research why institutions buy, stay, and leave, including funding, procurement, decision-making, competition, and value proposition • Track the open education and edtech sector, including competitors, funding shifts, and policy changes • Run the annual CSAT survey end to end and use results to measure NPS and understand customer usage • Provide evidence for pricing and packaging, including willingness to pay by segment • Develop and test the value proposition with Sales and Marketing • Convene quarterly prioritization sessions with the UX/UI Designer and product owners • Document decisions, disagreements, and reasoning; maintain decision records and report drift from agreed priorities • Follow up twice yearly on product decisions and assess expected versus actual outcomes and adoption • Brief Sales and Marketing on shipped work and its commercial implications • Contribute the client-facing side of launches alongside Marketing • Advocate for clients on an Internal Committee and share customer insights with Sales, Marketing, and Support • Serve as resident expert on customer activities, effective practices, innovations, projects, and milestones • Develop customer champions and showcase client successes through webinars, conferences, blogs, and virtual communities

🎯 Requirements

• Bachelor’s degree in Business, Education, Technology, Communications, or a related field • 5+ years of proven experience in customer success, account management, program or instructional support, institutional publishing, or a similar client-facing role in the technology or education sector • Experience designing, running and reporting on research with clients or users, whether surveys, interviews, or both • Excellent written communication, including the ability to summarize a decision and the reasoning behind it so that someone who was not in the room can follow it • Facilitation skills, including the ability to run a working session where capable people disagree and to record that disagreement fairly • Excellent interpersonal, presentation, and collaboration skills • Strong problem-solving skills and the ability to manage multiple priorities and tasks with great attention to detail • A passion for education and the intersection of technology, learning, and knowledge-sharing • Strong organizational and project management skills with the ability to handle multiple projects simultaneously and collaborate cross-functionally with other teams • Analytical skills and experience using data to set priorities and inform decisions and strategy • Proficiency with Google Workspace applications (Docs, Sheets, Slides, email, calendar, etc.) • Prior experience with Pressbooks and/or other digital publishing platforms is nice to have • Prior experience with Learning Management Systems is nice to have • Prior experience in academic publishing, instructional design, learning technology, open education, or related domains is nice to have • Familiarity with institutional software funding and procurement, particularly in higher education, is nice to have • Experience contributing pricing, packaging or willingness-to-pay evidence is nice to have • Experience with customer journey mapping is nice to have • Familiarity with survey research design, execution, and analysis at scale is nice to have • Familiarity with Hubspot, Zendesk, CRM, and/or customer support systems is nice to have

🏖️ Benefits

• 4-day work week, with Fridays off • 4 weeks of vacation and time off during the December holidays • Extended health care, including dental and vision • 24/7 telehealth services • Employee assistance program (legal, financial and career) • Tech allowance • Wellness allowance • Book allowance • Internet allowance • Home office allowance • Group RRSP • Memberships to discount platforms • Periodic travel 1 to 4 times per year to attend conferences, meet with clients, and join meetings and work sessions with the Pressbooks team