Head of Client Success

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Penn Foster

WebsiteLinkedInAll Job Openings

201 - 500 employees

📚 Education

👥 B2C

🤝 B2B

Education • B2C • B2B

Penn Foster is an accredited, career-focused online education provider offering self-paced certificate, diploma, associate, bachelor's degree and high school programs. Its catalog covers vocational and professional areas including healthcare, veterinary technology, skilled trades (HVACR, electrical, plumbing), automotive repair, business, IT, criminal justice, design, hospitality, and more. Penn Foster serves individual learners (over 133,000 active students) with flexible, 24/7 online coursework and also provides employer-facing training solutions. The institution operates multiple schools/divisions and maintains accreditations such as DEAC and program-specific accreditations (for example, an AVMA-CVTEA-accredited veterinary technician program).

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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