Manager, Customer Success

At StraighterLine we are on a mission to help students succeed!
About UsStraighterLine is the leading provider of high-quality, affordable, online courses that help learners earn college credit and meet their professional goals. Each year, 150,000 learners take one of StraighterLine’s 215 courses to upskill into new careers or earn credit from over 2,000 colleges and universities worldwide. StraighterLine works with institutions and corporate partners to provide their students and employees with flexible education options that allow them to work and learn at their own pace. Visit www.straighterline.com for more information.
We are building a brand-new Customer Success organization, and we’re looking for an experienced, hands-on leader who is excited to design, launch, execute and scale a world-class customer experience from the ground up. As the Manager of Customer Success, you will lead our efforts to ensure early childhood educators, programs, and partners get maximum value from our products, supporting stronger outcomes for children nationwide.
You will bring your passion for teaching and learning, experience in fast-paced EdTech environments, and a proven track record building high-performance teams to help shape the future of professional development and credentialing in the early childhood market. You will play a key role in shaping departmental structure, customer experience strategy, and long-term operational frameworks as a member of the division’s leadership team. 

What You’ll Do

• Design and implement the Customer Success function, including strategy, playbooks, onboarding, and performance metrics
• Hire, develop, and mentor a growing team of Customer Success Managers Own customer onboarding, adoption, retention, and expansion strategies with a focus on measurable outcomes
• Build scalable systems and processes across the customer journey: leveraging automation, data insights, and best practices
• Serve as the voice of the customer by partnering cross-functionally with Sales, Implementation, Product, and Support teams
• Monitor customer health and proactively address risks to ensure renewals and drive Net Revenue Retention (NRR)
• Lead QBRs and executive-level conversations with strategic partners, states, and education organizations
• Support program-level reporting and success metrics aligned to credential and training requirements
• Drive customer advocacy and help shape product roadmap through feedback and insights

What You’ll Bring

• 4+ years of Customer Success, Customer Experience, or related experience in SaaS or EdTech
• Direct teaching or early childhood education experience (or strong knowledge of early childhood programs and workforce requirements)
• Experience building or scaling a Customer Success team from the ground up — including hiring, coaching, and process design
• Strong understanding of subscription/renewal metrics, enablement strategies, and customer engagement analytics
• A proactive and resourceful leader comfortable working in a fast-paced, high-growth environment
• Exceptional communication, stakeholder management, and relationship-building skills
• Passion for improving educator outcomes and strengthening the early childhood workforce
• Willingness to be both a strategic leader and a hands-on operator

Bonus Points

• Experience with:
• Professional development and/or credentialing programs (e.g., CDA)
• Head Start, ECE coalitions, state quality initiatives, or workforce development organizations
• Implementing CRM platforms (Gainsight, ChurnZero, Totango, HubSpot, etc.)

Why Join UsOpportunity to lead a critical function during an exciting stage of growthMission-driven work impacting early childhood educators and programs nationwideCollaborative culture with room for innovation, creativity, and career growth
Working at StraighterLineStraighterLine team members work every day knowing that they are helping learners on their path to employability and career success. We're an inclusive team that fosters collaboration, that trusts and communicates openly. Like our students, we are lifelong learners and strive for excellence in our work. We are committed to bringing innovative solutions to the field - your ideas will never go unheard. And, best of all, we love to celebrate each other's contributions and wins.
We also know how important a life outside of work is, and the support that employers can contribute.
Our Benefits:Generous time off policies, 13 public holidays.Medical, Dental, and Vision Insurance Coverage (*one option