Regional Vice President, Customer Success, West

WHAT IS THE POSITION

The Regional Vice President of Customer Success is a senior leadership role dedicated to overseeing and driving the strategic vision for our Customer Success team. This leader will ensure the health and growth of our business by fostering strong relationships, delivering an impactful customer experience, and driving excellence. The CS RVP plays a pivotal role in building high-performing teams, fostering leadership development, and implementing strategic initiatives that align with company goals. This leader must consistently challenge the status quo, drive innovation, and maintain an unrelenting focus on measurable performance outcomes.

WHAT YOU WILL DO

• Create customer and Edmentum value by gaining understanding of current and next stage customer needs by deeply understanding near and long-term strategies, internal processes, and internal performance roadblocks. Recommend potential solutions or opportunity areas to internal Edmentum stakeholders.
• Triage and apply critical thinking skills to troubleshoot customer issues, determine root cause and provide timely resolution. Collaborate with other departments to ensure a seamless customer experience.
• Define, monitor, and report on key performance metrics, including renewal rates, implementation fidelity, account health, risk management, etc.
• Foster innovation and proactive problem-solving to anticipate customer needs and deliver forward-thinking solutions.
• Spearhead initiatives with cross-functional leaders including marketing, product, sales, and operations teams to ensure cohesive alignment and seamless integration of customer outreach and support.
• Coach and mentor field leaders to elevate leadership capabilities and improve execution in key business areas.
• Cultivate a high-performance culture by identifying, attracting, and developing top talent.
• Conduct regular customer visits to drive engagement, accountability, and results.
• Foster an inclusive and collaborative team environment that encourages innovation and continuous improvement.
• Serve as a critical link between field operations and the executive team, providing data-driven insights and strategic recommendations.
• Develop and execute data-driven strategies to increase customer retention, loyalty, and satisfaction.
• Present actionable insights and recommendations to the executive team to drive decision making.

 WHAT IS REQUIRED

• 10+ years of experience in Customer Success, Account Management, or a related field, with at least 5 years of leadership experience
• Prior experience in a leadership role managing teams/disciplines, collaborating with peers, presenting to and leading customers, managing external partnerships, participating in new business development
• 15+ years of experience in EdTech or Education
• Education technology industry experience required
• Ability to travel up to 50% of the time
• Ability to operate in a highly agile, fast-paced culture
• Well-organized, strong time management and prioritization skills
• Ability to effectively build trust and be seen as a dependable partner, internally and externally
• Ability to analyze customer usage and other performance data to make data-driven decisions and inform risk across the customer base

Application Deadline: May 16, 2025