Tutored by Teachers

Vice President of Customer Success

Tutored by Teachers

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Job Level

Lead

About the role

  • Establish and manage toward the long-term vision for the Customer Success organization in alignment with TbT’s growth strategy and mission
  • Lead and scale a high-performing Engagement Management team, building the structure, systems, and culture needed to deliver exceptional experiences and outcomes at scale
  • Own team capacity planning and headcount strategy to ensure resources align with customer segmentation and business priorities
  • Champion a culture of accountability, learning, and service excellence across the post-sale organization
  • Own retention and expansion targets across our portfolio of accounts
  • Equip the team with playbooks, tools, and customer insights to enable strategic renewals and growth
  • Establish and maintain a real-time view of customer health across the portfolio—defining signals and leading indicators that require intervention or may foreshadow churn
  • Partner closely with Sales and Account Executives to grow accounts from multiple angles and foster a culture of collaboration
  • Be data informed and work the BizOps team to forecast renewals and track growth
  • Design and operationalize customer journeys that meet the needs of diverse customers while remaining scalable
  • Be a strategic thought partner and occasional executive sponsor on high-stakes accounts
  • Champion the voice of the customer internally - working across teams to improve our offering, delivery, and service models
  • Maintain an evolving perspective on the role of AI and automation in service delivery, identifying opportunities to improve efficiency without sacrificing quality and trust
  • Lead cross-functional initiatives to improve our overall customer experience and internal systems
  • Track success metrics and share insights regularly with senior leadership

Requirements

  • 10+ years of experience in customer success, account management, operations, or a related field, ideally in a service-based or tech-enabled services organization
  • A track record of managing and scaling teams, including coaching managers and building strong team culture
  • Strong enterprise relationship management experience—especially with complex, multi-stakeholder clients (education, healthcare, public sector, or similar)
  • Experience designing and implementing customer success strategies, including segmentation, playbooks, and account planning
  • Excellent communication and influencing skills, with the ability to inspire a team and build trust with executive-level partners
  • An operator’s mindset: strong process builder, project manager, and strategic thinker who can also roll up their sleeves
  • Comfort working in a fast-paced, evolving environment—TbT is a startup, and that means adaptability is key
  • A passion for education equity and a belief in the power of high-dosage tutoring to change student outcomes