Director, Customer Experience
Brisk Teaching
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $160,000 - $200,000 per year
Job Level
About the role
- Build the engagement roadmap for paying customers, distinct from the marketing team's lifecycle programs for free users, with a sharp focus on product adoption, educator enablement, and expansion readiness.
- Design and execute multi-touch engagement programs — email campaigns, webinars, events, and community initiatives — tailored to paying customers and aligned with the Customer Success team's account strategies.
- Create and oversee compelling enablement assets — video tutorials, product guides, best-practice resources, and quick-start materials — that help educators adopt Brisk tools with confidence.
- Plan and execute in-person customer engagement events, regional meetups, and partner showcases that deepen relationships and drive adoption within key markets.
- Establish and track the KPIs that define customer health and engagement success — usage milestones, onboarding velocity, PD completion, adoption lift, and leading indicators of renewal and growth.
- Lead and manage the Professional Learning team, including two Professional Learning Program Managers and a contract team of seasonal trainers who deliver professional development during peak periods.
- Own the strategy and quality of all synchronous and asynchronous learning programs for paying customers — including onsite PD, virtual workshops, webinar series, on-demand content, and certification or credentialing pathways.
- Support the customer onboarding experience post-technical implementation — designing the journey that moves districts from "rostered and configured" to "teachers actively using Brisk in their classrooms."
- Work closely with Customer Success Managers to ensure engagement and PD programs align with account-level goals and that customer insights flow back into program design.
- Coordinate with Sales and Operations to ensure smooth handoffs from deal close through implementation and into the onboarding and enablement experience.
Requirements
- 7+ years of experience in customer experience, customer success, professional learning, or post-sale engagement roles, with at least 3 years in a people management capacity.
- Ability to do 30–40% travel to support in-person customer events, onsite professional development delivery, regional meetups, and partner activations.
- Experience in K-12 education technology or a deep understanding of how school districts adopt and implement instructional technology.
- A track record of building and scaling post-sales customer programs — onboarding, professional development, engagement, or enablement — from early stage through repeatable, measurable systems.
- Experience managing or building a professional learning or training function, including oversight of both full-time staff and contract facilitators.
- Strong strategic instincts paired with a willingness to operate hands-on.
Benefits
- Competitive salary
- Stock options, vested over 4 years
- Comprehensive benefits package, including health, dental, and vision insurance.
- Opportunities for professional growth and development.
- Collaborate with your teammates two times a week via our hybrid model in either our San Francisco or New York City offices.
- A supportive and collaborative work environment.
- The chance to make a meaningful impact on education through innovative technology.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experiencecustomer successprofessional learningpost-sale engagementonboardingprofessional developmentengagement programsenablement assetsK-12 education technologystrategic planning
Soft Skills
people managementstrategic instinctshands-on operationrelationship buildingcommunicationteam leadershiporganizational skillsadaptabilitycollaborationproblem-solving