Job Description
Seeking a mission-driven Head of Customer Success for high-growth B2B EdTech company
TorchLight is seeking an experienced Head of Customer Success for a fast-growing edtech company. The ideal candidate will have 10+ years of experience in enterprise software, managing commercial relationships, optimizing customer satisfaction, driving renewals, and upsells. Candidates should have substantial experience in formulating and executing processes, policies, and practices that lead to an increase in customer satisfaction, lifetime value, and scalable growth as well as managing customer relationships. If you are a strategic customer success leader with a data-driven, optimization-based mindset, this 100% REMOTE job could be for you!
Location:
100% remote work opportunity.
Employment:
This is a fulltime 100% remote job opportunity.
U.S. citizenship or a permanent residency card in the U.S. is required to be an eligible candidate for this opportunity. Direct Hire opportunity; full-time, 40-hours per week.
Role responsibilities:
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Serve as the primary advocate for post-sale customer success, building strategic client relationships.
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Design and scale processes for onboarding, adoption, support, and customer success.
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Handle complex customer scenarios to maintain strong client relationships and trust.
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Regularly check-in at the executive-level with key stakeholders to ensure alignment and satisfaction.
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Identify upsell opportunities and secure multi-year renewals collaboratively with customers.
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Collaborate with sales, engineering, marketing, and technical support teams to develop post-sales strategies and tactics.
Skills and experience:
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10+ years’ experience in B2B marketing enterprise software, with a focus on customer success; startup and/or edtech experience a plus.
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Strong experience in designing and scaling systems, procedures and processes for onboarding, adoption, support, and customer success.
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Experience in complex enterprise software environments, particularly those involving data analytics or custom solutions.
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History of partnering with founders and c-suite.
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Excellent communication and negotiation skills, especially in managing challenging customer interactions.
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Ability to thrive in a fast-paced, entrepreneurial environment.
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Desire to “push the envelope”, test new concepts, and be a change agent.