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Director of Client Success, Large Districts

| Greater Boston Area

Panorama Education, based in Boston, is a fast-growing technology startup focused on radically improving education. Today, 900 school systems serving seven million students have adopted the Panorama platform as paying customers, including New York City, Seattle, San Francisco, Denver, Dallas, and Nashville. School systems turn to Panorama to ensure that each child is getting the support they need, so that more students succeed in school, graduate, and go on to college. Panorama helps educators monitor how students are doing across academics, attendance, behavior, and college readiness, and then coordinate action to support each child. Panorama’s platform also helps educators get data about non-academic factors that are key to each child’s success in school and in life, such as social-emotional skills, safety, teacher-student relationships, and family engagement. Panorama has raised $32 million from Emerson Collective, YCombinator, Spark Capital, Owl Ventures, SoftTech, and Mark Zuckerberg.

The Opportunity

A central part of Panorama’s success has been our extraordinary Client Success team, which manages the entire client experience, including onboarding, project design and delivery, technical implementation, and ensuring that our partners use Panorama in a manner that drives improvement of student outcomes. Our clients frequently report that Panorama is their favorite organization to work with. We work individually and as a tightly knit team to maintain exceptional Net Promoter Score (NPS) results, renewal rates, and referral counts.

To support our rapid growth, we are organizing our Client Success team to explicitly lead and serve each of our three client segments: Districts and Schools; Large Districts; and Strategic Engagements. The Large Districts segment includes all organizations serving from 9,500-50,000 students. As the Director of Client Success, Large Districts, you will lead and grow Panorama’s Client Success organization, developing service-delivery, technical support, strategic planning, and renewal processes in ways that simultaneously scale and ensure clients get extraordinary value with Panorama. You will lead a team that is responsible for two core functions: Project Design and Delivery(implementation and professional services) and Impact and Engagement (account management, strategic advising, renewals). You will be responsible for the overall health and success of Panorama’s Large Districts segment, with goals including NPS, user engagement and impact, renewals, referrals, and expansion sourcing. The Director of Client Success, Large Districts will be responsible for developing a fast-growing team, ensuring each individual and the team as a whole are both successfully delivering to clients and innovating to ensure we improve.

This leader will develop Panorama’s long-term vision and approach for serving this segment, as well as the repeatable processes, resources, and high-performing team to deliver on this vision. You will own the success of the Large Districts segment from the standpoints of both client love and business viability. This position reports to the VP of Client Success.

This is a full-time position located in Boston MA. For more information on Panorama Education please visit https://www.panoramaed.com/.

Responsibilities

The Director of Client Success, Large Districts will be responsible for the following:

  • Own Panorama’s client success strategy and operations in the Large Districts segment
  • Own key goals around client love/NPS, user engagement and impact, renewals, referrals, sourcing expansions, and lifetime value
  • Ensure high-quality delivery of services to Panorama’s clients in this segment
  • Hire, grow, and evaluate members of the team; build this segment as a high-performing team
  • Define and continuously improve Panorama’s client success model and client lifecycle
  • Build and optimize repeatable client success processes, and pursue smart automation and systems, so that Panorama can grow revenue without scaling headcount linearly
  • Seek out “moonshot” opportunities to 10x the impact of Panorama’s client success function
  • Continue and strengthen the deep love for clients and the deep focus on student outcomes that runs through this team - and across Panorama
  • Deeply understand our clients and the market, and be an important voice in the product development process
  • As a leader in a high growth environment, continuously plan for the future and build the next generation of client success at Panorama

Candidate Profile

In order to be successful in this role, candidates must demonstrate the following:

  • Significant leadership experience (5-10 years) in customer success or education, either:
    • leading a customer success organization or a team within a high performing customer success organization (e.g., support, professional services), or
    • serving as a leader in a large school district or commensurate experience working with large school districts as an outside partner (for example, as a consultant to large districts)
  • Leadership experience as a builder and innovator (for example, building new functions, developing and launching innovative ideas)
  • Experience scaling teams and creating repeatable processes - especially in a high growth environment where leaders and teams must continuously reinvent themselves
  • Inspiring leader, and highly effective communicator
  • Deeply passionate about creating an extraordinary customer experience and building a team culture of customer obsession
  • Skilled at building a highly effective talent machine:, onboarding, retaining, and continuously developing high-performing team members (experience as a “manager of managers” a plus)
  • Data-driven and results-oriented leader
  • Passionate about education (education experience a plus but not necessary)
  • Preferred: Strong understanding of the SaaS business model and dynamics of a successful recurring revenue organization

Compensation & Benefits

Salary is competitive and commensurate with experience.

CONTACT

Panorama Education has engaged Koya Leadership Partners to help in this hire. Please submit a compelling cover letter and resume to Erin Reedy here.

Panorama Education is dedicated to building a diverse and inclusive company because we serve students, educators and families from tremendously diverse backgrounds and identities across the country; we’ve seen how our product and impact are strengthened the more we reflect that diversity. In addition, we have found (and we believe the research) that diverse teams are higher-performing, and we embrace the varied perspectives that our team members share with each other.  As such, we are an Equal Opportunity Employer.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks

Location

We're on School Street above the Walgreens at Downtown Crossing. We're just a few minutes walking distance from the Blue, Orange, and Red Lines.

An Insider's view of Panorama Education

What’s the vibe like in the office?

We work really hard because we care deeply about what we do and who we do it for. Our rich diversity allows for collaboration with people from all walks of life to build something meaningful and impactful for our future. I would be remiss in not saying that I work with some of the most hardworking, intelligent, and admirable people I’ve ever met.

Jen

Product Support Manager

What makes someone successful on your team?

Being eager, highly adaptive, dependable, and believing that our work is significant. For example, we’ve prioritized schools visits this year. As an engineer, I saw our product in a whole new light when I watched teachers actually interact with it as a normal part of their day. This allows us to carefully and thoughtfully craft our product.

Jemma

Engineer

How do your team's ideas influence the company's direction?

We empower each team member to build plans to turn strategy into reality. We believe that leveraging everyone’s unique skills and experiences will yield the best possible outcomes for our clients and cultivate an environment of teaching & learning.

Katie

CFO

What are Panorama Education Perks + Benefits

Panorama Education Benefits Overview

Our team members show unmatched devotion to improving education so in return, we've worked hard to craft a benefit offering that cares for each Panoramian and shows our devotion to and appreciation for them. Our benefits range from 90% coverage of medical premiums to flexible vacation to generous parental leave to daily catered lunch.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer two kinds of FSAs so employees are able to set aside pre-tax dollars to pay for health care expenses like copays and deductibles. We also reimburse up to $50 per month for gym memberships.
Disability Insurance
Dental Benefits
Panorama covers 90% of the cost of dental premiums.
Vision Benefits
Health Insurance Benefits
Panorama's health insurance plan through BCBS offers a PPO and HMO option. Panorama covers 90% of premium costs.
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Panorama matches 100% of employee contributions of up to 4% of their annual salary. Matched contributions vest right away!
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We work really hard at Panorama so we make sure our team members are comfortable and well supported by benefits and perks that are motivating and encourage them to build longterm careers with us.

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