Reports To: CEO

Our nation relies on nonprofits to solve our most pressing social issues. Join us as we equip the foot soldiers in this work – the school leaders and volunteer board members – as they build a better future. BoardOnTrack is a high growth SaaS company providing expertise, training, web-based tools and a membership community to non-profit boards nationwide. We are looking for someone to play a leadership role in the organization. If you have been part of the rapid scaling a nascent customer success process and team, are extremely entrepreneurial, and motivated by being in a significant revenue-generating/revenue-focused position, then we want to hear from you.

Responsibilities

Drive Profitability

• This is a revenue-focused position. You will improve and drive all aspects of Customer Success including support, account management, increasing product usage, and ensure low churn/high renewal rate. You will partner with the CEO, CFO and CRO to ensure profitability. Your team will be directly responsible for customer renewals.
• Use Customer Success insights to inform the sales and marketing efforts to acquire more of the “right” and profitable customers.
• Forecast and achieve established retention and engagement targets, providing appropriate reporting to CEO and Board of Directors.

Increase Customer Engagement and Success

• Combine your love for helping people with a passion for process and data to continually improve our on-boarding, training, engagement and renewal processes and in a way that recognizes our members are busy, stressed, cause-driven volunteers and not simply data inputs for algorithm optimizations.
• Learn, know and care for our members like family, serving as their unwavering advocate and champion.
• Ensure members realize our brand promise and continually derive value from their membership.
• Constantly look to improve our approach towards member success across all organizational touch-points. Help us clarify and improve how we define and measure success.
• Build scalable systems to ensure customer success, increase product usage, and identify problems early so they can be corrected long before a customer becomes a potential churn risk.

Build Team

• Build and support a customer success team that will keep pace with our exponential growth and maintain a cost effective, yet highly impactful customer experience.

Experience and Skills

• Prior experience scaling a nascent customer success program is a must.
• Results oriented. Your success and ours will ultimately be measured “by the numbers”.
• Proven track record at driving profitability.
• A statistical or analytic background is helpful. We don’t need a full-on statistician, but working with numbers and understanding how to dig into their meaning should excite you.
• Patience, empathy, good listener, ability to understand customer needs.
• Proven track record building a team in a tech start up environment.
• Outstanding oral and written communication, project management, presentation and relationship-building skills
• Interest and knowledge of the charter school movement and non-profit space is helpful, but not a pre-requisite.

Personal Traits

• Proven ability to work in a high-energy, fast past tech start-up environment.
• Independent, highly organized, detail-oriented, and self-starter.
• Energetic, hard-working, and enthusiastic team player.
• A love of fast iteration, innovative thinking and intellectual curiosity a must.