Senior Director, Customer Success (New York, Remote)

Are you ready to make a difference? Parallel is seeking a Head of Customer Success to lead a team of Customer Success Managers and Associates (CSM/As) on the K-12 Partnerships team! In this role, you’ll be leading the team for and directly managing relationships with our K-12 partners from the initial kickoff and implementation through to renewal. 

As the Head of Customer Success, you will lead a team of CSM/As shepherding new K-12 partners through to a successful implementation of Parallel services to ensure these partners maximize the value they get from Parallel and continue to grow with us. 

This is a great opportunity for someone who wants to:

• Make an impact
• Help transform an antiquated industry
• Work somewhere mission-driven
• Work somewhere flexible, supportive, and collaborative
• Work somewhere with unparalleled opportunities for growth
• Join a female-led and DEI-focused organization
• Work somewhere that is team-oriented and where people are equipped to succeed
• Join a fast-growing startup, backed by top VCs, on the ground floor

• Lead a team of CSM/As responsible for shepherding K-12 partners successfully from the implementation process through to renewal and expansion of services
• Lead team strategy and execution for implementation, retention and expansion of services to maximize lifetime value for K-12 partners
• Coach and upskill CSM/As, specifically focusing on project and time management, relationship building with a focus on executive (District) leadership, and also providing relevant professional development and information to support work in the K-12 environment
• Collaborate cross functionally with Clinical, School Operations, and leadership teams to optimize customer success initiatives and attain company goals
• Set weekly, monthly, and quarterly goals and analyze and report on data relevant for CSM/A success.
• Build and refine existing processes and build a scalable, repeatable customer lifecycle journey with particular focus on customer satisfaction, implementation and usage of services, and alignment with expected outcomes
• Own all aspects of Parallel’s relationship with school district partners after they enter into an agreement with Parallel 
• Ensure launch of each K-12 partner into onboarding and implementation in close coordination with the Clinical Operations and School Operations teams, including project management and direct communication with the K-12 partner
• Ensure customers are using Parallel’s services effectively and maximizing the value they receive from Parallel’s services to maximize retention (renewals)
• Ensure customers are aware of the Parallel’s suite of services and cross-sell products and services as appropriate (upsell)

• 5+ years of experience in sales, account management, and/or customer success management, with a strong preference for education technology and/or K-12 specific experience.
• 2+ years of experience managing an account management and/or customer success team.
• Acumen with hiring, onboarding, and motivating team members to success.
• Strong communication skills and ability to collaborate cross-functionally with other leaders.
• Demonstrated work ethic, energy, and capacity, consistently perform and lead in a dynamic, challenging, demanding business environment. Proactive, responsive, and readily available to “get the job” done at a high level.
• Excellent reporting and analytics skills using Salesforce, Asana, and other relevant tools.