Director, Customer Experience

Brisk Teaching

1d • Hybrid

About The Position

We are seeking a strategic and experienced Director, Customer Experience to lead the post-sale customer journey for Brisk Teaching's paying district and school partners. This role owns the full spectrum of how customers experience Brisk after they buy — from onboarding and time-to-value through professional learning, and ongoing engagement to drive adoption and usage.
You will directly manage our Professional Learning team — currently two Professional Learning Program Managers and a contract team of seasonal trainers — and own the strategy for synchronous and asynchronous learning programs, onsite and virtual PD delivery, and the enablement content that drives educator confidence and product adoption. You will also own the customer onboarding experience, ensuring that districts move quickly from technical implementation to meaningful classroom usage.
This is a leadership role that sits within Customer Success and works closely with our CS, Sales, Marketing, Product, and Operations teams. You are the connective tissue between a closed deal and a successful, long-term customer relationship — and you will have the autonomy to shape how engagement journey works across segments and at scale.

Requirements

• 7+ years of experience in customer experience, customer success, professional learning, or post-sale engagement roles, with at least 3 years in a people management capacity.
• Ability to do 30–40% travel to support in-person customer events, onsite professional development delivery, regional meetups, and partner activations.
• Experience in K-12 education technology or a deep understanding of how school districts adopt and implement instructional technology.
• A track record of building and scaling post-sales customer programs — onboarding, professional development, engagement, or enablement — from early stage through repeatable, measurable systems.
• Experience managing or building a professional learning or training function, including oversight of both full-time staff and contract facilitators.
• Strong strategic instincts paired with a willingness to operate hands-on — you can set the vision for the customer journey and also build the email campaign or facilitate the PD session when needed.
• Demonstrated ability to use data to define success, track progress, and make decisions about where to invest resources.
• Excellent communication and interpersonal skills, with a natural ability to connect with educators, district leaders, and internal stakeholders at all levels.
• Experience with CRM and CS platforms (Salesforce preferred, plus tools like Gainsight, ChurnZero, or similar) and marketing automation tools (Outreach, HubSpot, Marketo, or similar).
• Strong project management skills with the ability to manage competing priorities, seasonal surges, and cross-functional dependencies.
• A self-starter mindset — you build what's needed, not just what's asked for.
• A passion for improving education and making a positive impact in the lives of teachers and students.

Nice To Haves

• Experience as a former educator, instructional coach, or district-level curriculum/PD leader.
• Familiarity with edtech adoption models and frameworks (e.g., ISTE standards, SAMR, implementation science).
• Experience scaling seasonal or contract-based training teams for back-to-school delivery windows.
• Background in customer marketing with an understanding of how to segment and differentiate paid vs. free engagement programs.

Responsibilities

• Build the engagement roadmap for paying customers, distinct from the marketing team's lifecycle programs for free users, with a sharp focus on product adoption, educator enablement, and expansion readiness.
• Design and execute multi-touch engagement programs — email campaigns, webinars, events, and community initiatives — tailored to paying customers and aligned with the Customer Success team's account strategies.
• Create and oversee compelling enablement assets — video tutorials, product guides, best-practice resources, and quick-start materials — that help educators adopt Brisk tools with confidence.
• Plan and execute in-person customer engagement events, regional meetups, and partner showcases that deepen relationships and drive adoption within key markets.
• Establish and track the KPIs that define customer health and engagement success — usage milestones, onboarding velocity, PD completion, adoption lift, and leading indicators of renewal and growth.
• Lead and manage the Professional Learning team, including two Professional Learning Program Managers and a contract team of seasonal trainers who deliver professional development during peak periods.
• Own the strategy and quality of all synchronous and asynchronous learning programs for paying customers — including onsite PD, virtual workshops, webinar series, on-demand content, and certification or credentialing pathways.
• Scale the PD delivery model to match business growth — forecasting seasonal trainer capacity, managing contractor relationships, and ensuring consistent quality across all facilitators and formats.
• Partner with Product and Customer Success to ensure PD content evolves alongside the platform, with particular attention to new feature rollouts and Curriculum Intelligence adoption.
• Support the customer onboarding experience post-technical implementation — designing the journey that moves districts from "rostered and configured" to "teachers actively using Brisk in their classrooms."
• Define what time-to-value looks like for different customer segments and build scalable onboarding programs (high-touch and tech-touch) that accelerate it.
• Work with Head of CS and CS Operations to identify and address onboarding friction points, working with Operations, CS, and Product to remove barriers between implementation completion and classroom adoption.
• Work closely with Customer Success Managers to ensure engagement and PD programs align with account-level goals and that customer insights flow back into program design.
• Partner with Marketing to maintain a clear boundary between free-user lifecycle programs and paid-customer engagement, ensuring messaging, content, and channels are appropriately segmented.
• Collaborate with Product to surface customer feedback from PD sessions, onboarding, and engagement programs that can inform roadmap decisions.
• Coordinate with Sales and Operations to ensure smooth handoffs from deal close through implementation and into the onboarding and enablement experience.

Benefits

• Competitive salary
• Stock options, vested over 4 years
• Comprehensive benefits package, including health, dental, and vision insurance.
• Opportunities for professional growth and development.
• Collaborate with your teammates two times a week via our hybrid model in either our San Francisco or New York City offices.
• A supportive and collaborative work environment.
• The chance to make a meaningful impact on education through innovative technology.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed