Director, Customer Success & Strategic Implementation - Craft Education

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider Craft Education as the next step in your career.

 

Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways for all.  

 

At Craft, we’re revolutionizing the apprenticeship degree, combining on-the-job learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs.  Our flagship product - Craft Connect - helps organizations administer apprentice degree programs and address mission-critical data and reporting needs.  Through the same platform, Craft is also transforming how on-the-job learning converts into academic credits.

 

Our team of technology, education and workforce professionals also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs.  We are working tirelessly to accelerate the expansion of these programs along with the data infrastructure that underpins them.  

 

If you’re looking to join the work-based learning revolution, we’d love to talk with you.  At Craft, you’ll have the opportunity to solve hard problems in a high-growth startup environment and make a lasting impact on the future of education and workforce development.  We couldn’t be more excited to advance this work as a team of innovative, collaborative and mission-oriented professionals - we hope you’ll consider joining us.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Grade: Management_Executive 610

Pay Range: $126,800.00 - $228,300.00

Job Description

The Director, Customer Success and Strategic Implementation will lead Craft Education’s efforts to deploy scalable apprenticeship pathways and provide high-impact technical assistance in workforce development.  This senior leadership role will oversee a team of Subject Matter Experts (SMEs) and Project Managers, who are responsible for executing the organization’s client project pipeline, maximizing outcomes for customers, and driving opportunities for scale, monetization, and broader market impact.  Additionally, this role will oversee Customer Success, Customer Education, and Apprenticeship Degree Instructional Support/Curriculum Technical Assistance teams to ensure successful program implementation that meets compliance and performance standards.  The senior leader will foster ongoing feedback loops between program delivery, product, and sales team to ensure the platform and services continue to meet and anticipate user needs.

Primary Responsibilities

• Leads the organization responsible for the design, development, and deployment of scalable work-based learning pathways that address specific employer skill gaps, improve workforce retention, and respond to labor market demands.
• Has the overall responsibility within the senior leadership team for customer retention, strategic partner management, customer account development, services revenue, and learner pathway outcomes.
• Oversees the creation and implementation of apprenticeship programs, ensuring their scalability, regional relevance, and compliance with federal and local standards.
• Ensures that programs are tailored to meet sector-specific needs across industries, such as education, healthcare, business, and IT, while addressing distinct workforce challenges and skill gaps.
• Collaborates with pilot partners to test apprenticeship pathways in live environments, utilizing the organization’s freemium-to-premium service model to refine program offerings and scalability potential.
• Supervises and supports a cross-functional team of SMEs, project managers, and staff across Customer Success, Customer Education, Onboarding, Consulting, and Apprenticeship Degree Instructional Support/Curriculum Technical Assistance, ensuring each team aligns with the organization’s strategic goals.
• Drives a culture of collaboration and continuous improvement by gathering insights from program deployments,