Director of Customer Care

Are you a dynamic, collaborative leader with a passion for driving alignment and building strong, cohesive teams? SmartLab is looking for a Director of Customer Care who will inspire and guide our teams toward shared success while championing a customer-centric approach to K-12 schools. In this leadership role, you’ll cultivate a culture of collaboration, empower your team to achieve impactful results, and guide the development of scalable initiatives that support SmartLab's long-term growth. Your ability to build consensus and align diverse teams around common goals will be key to shaping our future and delivering exceptional experiences for our customers.

Duties & Responsibilities

• Own and manage the vision for supporting SmartLab products at different stages of customer maturity across customer types and across the country.
• Build and maintain a high-performing Customer Care organization, developing a solid team that consistently delivers quality proactive support to customers.
• Track and improve progress against team performance metrics by implementing repeatable processes, systems, and reporting cadences.
• Provide accurate renewal, upsell, and cross-sell forecasts, identify churn risk, measure customer satisfaction, and enable data-driven decision-making.
• Guide the Customer Care team on best practices for customer engagement, ensuring focus on priorities and adjusting as necessary to meet core objectives.
• Provide leadership to the Technical Support team, ensuring excellent customer support.
• Collaborate with cross-functional leaders to ensure Customer Care's efforts align with company strategy and key initiatives.
• Work with other departmental leaders to share insights and trends that influence company-wide changes and foster agility in creating value for customers.
• Oversee the hiring process for new team members, ensuring effective onboarding and training to support their success.
• Provide ongoing coaching and own performance management for team members, promoting continuous improvement and professional growth.
• Assist in the development and maintenance of technical and troubleshooting documentation for internal and customer use.
• Handle escalated technical and customer issues both internally and externally, ensuring prompt resolution.
• Collaborate with other leaders to analyze customer struggles, contributing to the development of solutions that enhance the customer experience.
• Travel up to 25%.

• Bachelor's degree required.
• 5+ years of leadership experience in Customer Care or Customer Success required, preferably with K12 EdTech organizations.
• Preference for experience as a former educator or public school administrator.
• Proven success in building and executing post-sale Customer Care strategies.
• Passionate about delivering exceptional customer experiences and ensuring customer satisfaction.
• Experience leading high-performing teams through various stages of growth and scale.
• Strong background in supporting SAAS and products that include physical components, technical components, and services.
• Excellent leadership and communication skills with the ability to inspire confidence and drive results.
• Capability to implement foundational processes and systems that support growth and scale.
• Experience in mapping and optimizing the post-sale Customer Journey, driving customer retention, and enabling recurring revenue growth.
• Expertise in delivering accurate forecasts, reporting, and analysis to leadership.
• Proven experience in managing customer platform migrations.
• Experience in creating and maintaining team incentives and promotional programs to keep the team motivated and productive.
• Strong track record in setting monthly, quarterly, and annual goals and performance targets.
• Ability to work effectively cross-functionally, fostering a customer-first, results-driven, and collaborative environment.
• Experience with Salesforce.com and ChurnZero.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off and a generous holiday schedule
• Parental Leave
• Short Term & Long Term Disability
• Base salary range: $110,000-$130,000 annually