Head of Customer Experience, Engagement & Community

About the Role

BrainPOP is seeking a Head of Customer Experience & Engagement to design and lead the company’s end-to-end educator experience strategy. This leader will build the systems, programs, and cross-functional alignment that ensure every educator, from first interaction to power user, can successfully integrate BrainPOP into their classroom and realize its full value.

This is not a traditional customer success or support role. On Day 1, this leader drives BrainPOP's Activation & Utilization, Customer & Implementation, Customer Support, and Community Engagement teams, uniting them as one proactive, strategic engine that drives activation, rostering adoption, meaningful classroom integration, and educator advocacy. Customer Support serves as the fastest line of response to educators and as strategic load relief for Customer Success. Working in close partnership with the Head of Implementation Strategy, who defines BrainPOP's evidence-based implementation models, this role builds the systems, programs, and cross-functional alignment that bring those models to life for every educator.

You will operate at the intersection of Product, Marketing, Sales, Customer Success, Professional Development, and Community, creating a connected experience that drives adoption, engagement, retention, and advocacy. At its core, this role exists to ensure BrainPOP doesn’t just deliver content, it delivers confidence, impact, and momentum for every educator.

What You’ll Do

1. Educator Journey & Experience Design

From First Click to Classroom Confidence

Design and continuously improve the end-to-end educator journey, ensuring teachers, instructional coaches, and administrators know what to do next, and feel confident doing it.

• Define and operationalize role-based educator journeys (Teacher, Admin, Coach) across the full lifecycle.
• Design and accelerate “first win” moments to drive early classroom success and adoption.
• Identify and eliminate friction across onboarding and key lifecycle touchpoints (product, PD, and communication).
• Lead the strategy to dramatically expand school rostering and integration adoption, eliminating one of the largest technical friction points between purchase and activation.

2. Enablement & Adoption Systems

Turning Content into Instruction

Build scalable systems that help educators translate BrainPOP into real classroom instruction, not just logins or clicks.

• Partner with the Head of Implementation Strategy to operationalize and scale BrainPOP's implementation models, translating defined best practices into the playbooks, in-product guidance, and educator-facing programs that bring them to life across diverse classrooms.
• Design and deliver scalable professional learning experiences (live and on-demand) that reinforce implementation fidelity and accelerate classroom confidence.
• Build differentiated engagement for educators at every point in their BrainPOP journey, with the right resources at the right time for new teachers, growing users, and experienced champions.

3. Community, Advocacy & Influence

Peer-Led Growth Engine

Build the most engaged and influential educator community in K-8 EdTech. BrainPOP starts with a rare advantage in deep, authentic teacher affinity, and this role exists to turn that advantage into a peer-led growth engine that drives adoption, advocacy, and influence at scale.

• Evolve and grow the Certified BrainPOP Educator (CBE) program as the flagship vehicle for educator community, with a clear progression from new educator to active member to ambassador to community leader.
• Design and activate teacher-to-teacher learning ecosystems (events, showcases, communities of practice) that drive peer-led adoption and classroom integration.
• Capture and amplify authentic educator stories, classroom artifacts, and best practices in close partnership with Marketing.
• Identify educators well-positioned for research an