Director, Customer Operations

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $110k - $125k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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XanEdu, Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1999

📚 Education

🤝 B2B

Education • B2B

XanEdu is a custom education publishing and learning materials company that partners with K–12 districts, higher-education institutions, and other education organizations to create, curate, and deliver curriculum materials, custom instructional content, and coursepacks. They offer ready-to-use and custom curriculum, permissions and copyright support, and print and digital delivery solutions aimed at supporting classroom implementation, affordability, and scalability.

📋 Description

• Own and lead a portfolio of strategic, enterprise-level accounts as the primary point of accountability for customer success, retention, and growth • Build trusted relationships with individual contributors and executive stakeholders • Identify and capitalize on growth opportunities across existing accounts through consultative engagement, business reviews, and solution alignment • Serve as the voice of the customer internally and influence organizational strategy and resource allocation • Establish governance frameworks and communication cadences to 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 through action plans, milestone tracking, and executive visibility • Monitor account health, trends, and performance metrics to identify risks and opportunities • Consult on revenue forecasts and growth plans to achieve financial targets and business objectives • Partner with customers to define success measures and strategic initiatives delivering measurable business impact • Lead complex negotiations for renewals, contract amendments, and strategic initiatives

🎯 Requirements

• 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 • 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

🏖️ Benefits

• 10% bonus eligibility • Fully remote work assignment • Ability to travel for customer meetings, conferences, etc. up to 15% • Equal Opportunity Employer • Reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs

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