Title: VP of Customer Experience

The Opportunity

Definable Solutions has reached a pivotal moment. The strong performance of our product and our robust relationships have fueled our growth, and we are seeking a VP of Customer Experience to join our team as an operational architect to transition our post-sales organization to a scalable, proactive Customer Success engine.

This role requires a unique hybrid leader: someone who can build rigorous operational processes and serves as a true Subject Matter Expert (SME) in K-12 School District Data Culture. You will not just manage CSMs; you will define how our school district partners adopt data to drive student outcomes and District success. The ideal candidate will have experience leading Customer Success in a Saas scale-up environment and deep K-12 expertise. This position reports directly to the CEO.

Core Responsibilities

1. Operational Architecture (The "Builder")
   ●    Process Engineering: Transition the team from ad-hoc activities to defined workflows. Build and enforce standardized playbooks for Onboarding, Professional Development (PD), QBRs, Renewals, and Risk Mitigation.
   ●    Customer Journey Mapping: Define a repeatable "Path to Value" for district clients. Ensure the handoff from Sales to CS is seamless and that "Time to Value" is measured and minimized.
   ●    Metrics & Forecasting: Implement a data-driven forecast model for Renewals and Expansion. You will own the accuracy of the Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) numbers reported to the Board.
   ●    Tech Stack Optimization: Own the CS operations stack (HubSpot, Zendesk) to ensure we have clean data and help build tools that will provide visibility into utilization and health scores.
2. K-12 Domain Leadership (The "SME")
   ●    Data Culture Evangelist: Act as the internal and external authority on how districts actually use data. You understand the difference between a "compliance" login and genuine "instructional impact."
   ●    Peer-to-Peer Executive Consulting: Serve as the Executive Sponsor for key Tier 1 accounts. You must be able to sit across from a Superintendent, CIO, or Assistant Superintendent and advise them on data and the impact of analytic tools.
   ●    Utilization Strategy: Redefine our "Health Score" beyond simple logins. Create metrics that track meaningful engagement (e.g., "Intervention Team Usage," "Principal Data Reviews") that align with the school year cycle.
3. Team Leadership & Development
   ●    Commercial Mindset: Coach the team to be commercially savvy. Shift the culture from "support/friendship" to "value/partnership," ensuring every CSM is comfortable discussing contracts, renewals, and upsell opportunities.
   ●    Cross-Functional Voice: Act as the "Voice of the District" to Product and Sales. Translate customer feedback into actionable insights—distinguishing between "nice-to-have features" and "critical workflow blockers."
   

The Ideal Candidate

Required Experience

• SaaS Scale-Up Experience: 5+ years leading Customer Success in a B2B SaaS environment, specifically guiding a company through the $5M to $20M ARR growth phase.
• Deep K-12 Expertise: You are fluent in "District Speak." You understand the K-12 buying cycle (July 1 fiscal), the cabinet-level politics of school districts, and the specific challenges educators face in adopting data tools.
• Operational DNA: You have a portfolio of playbooks and processes you have built before. You don't just "manage people"; you "manage systems”.
• Team Leadership & Development: 5-7 years of people management and demonstrated success in recruiting, mentoring, and scaling a high-performing Customer Success team, including previous experience managing managers and defining career progression paths.
• Company Strategy Ownership: Proven experience serving on a Senior Leadership Team (SLT) or Executive Team. Must demonstrate active contribution to company-wide strategic planning, resource allocation, and defining the long-term product and market trajectory, extending beyond the Customer Experience function.

Key Competencies

• Process-Obsessed: You thrive on structure. You replace "gut feeling" with defined processes which govern how we work.
• Commercial Fluency: You are comfortable owning a P&L number (Retention/Churn). You treat renewals as a rigorous sales process, not an administrative task.
• Educational Empathy: You understand that our end users are overworked educators. Your strategies for adoption are rooted in the reality of a school day, not abstract software concepts.
  

Non-Discrimination Policy:

Definable Solutions, Inc. is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. Definable Solutions, Inc. also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. 

To apply: Please email your resume and cover letter directly to careers@schooldata.net.