There is an incredible team in the Boston area that is transforming how charter and independent schools reach their goals and achieve mission excellence. Charter, and now independent schools, across the country are using BoardOnTrack as the software to power their high-functioning boards. We have proven the concept and are pivoting to the point of scale and are in need of a driven, passionate customer experience leader who would love to make an impact in the nonprofit world and is looking for that once in a lifetime opportunity to lead the scaling and execution of the “member success” team. We work hard, at a fast pace, and are results-focused… and we are having fun on this journey.

You will partner with the COO to ensure profitability and be responsible to

• Lead all aspects of Customer Success including on-boarding, support, increasing product usage, and ensuring low churn/high renewal rates
• Use customer success insights to inform the sales and marketing efforts
• Forecast, achieve and report on established retention and engagement targets
• Your team will be directly responsible for on-boarding new members, lifecycle management of existing members, engaging as the first responder with help desk requests, and driving membership renewal. 

Skills and Experience

• 3-5 years B2B customer experience leadership experience in SaaS or subscription sales/ support
• Nonprofit/Business acumen – an understanding of nonprofit structure (dynamics of board governance) and the drivers in a B2B sales process
• Discovery and problem solving – skilled at asking questions, listening, identifying needs, connecting solutions to needs and redirecting
• Data analysis – Mine and use data to connect BoardOnTrack’s capabilities to member needs to deepen engagement and platform utilization
• Project management – manage a team effectively through prioritization of efforts, effective communication and change that comes with a start-up environment
• Proficient with technology – to include Excel, PowerPoint, Salesforce.com, Video tools (ie: Vimeo, Jing), project management tools (i.e. basecamp, Jira) and online presentation tools
• Quick learner – Become an expert in the BoardOnTrack platform
• Experience with start-ups and/or working in fast-paced environments rooted in change

Personal Traits

• Hungry and Competitive – work hard to reach goals, find the path around obstacles to succeed, challenge self and others to excel, results-driven
• Disciplined – take initiative, work independently, solve problems with limited supervision, prioritize tasks, meet deadlines, responsible for actions, behaviors and results
• Collaborative work style – innovative thinking, strong work ethic, ability to style flex, sense of humor, passion for working in a close team environment
• Enthusiastic about mission - energetic, understanding BoardOnTrack’s integral role in success of schools and non-profits