Success Lead

ClassDojo•San Francisco, CA

10d•Remote

About The Position

ClassDojo's goal is to accelerate humanity’s progress, by giving every child on Earth an education they love. We started by building a network that connects teachers, children, and families. ClassDojo’s flagship app is the #1 communication app connecting K-8 teachers, children, and families, globally. They use it to share what’s happening throughout the day through photos, videos, messages, and activities. It is actively used at an unprecedented scale: in over 95% of US schools, reaching ~51 million children in ~180 countries, with a team of just ~200 people [1]). We are now beginning to use this network to give kids the best learning experiences in the world, far beyond those a standard school can provide. We hire for talent density. Our team comprises the most talented, entrepreneurial, and innovative teammates from around the world, with experience in education and large scale consumer internet companies, including Instagram, Netflix, Dropbox, Stripe, Uber, Y Combinator, and more. We’re building a company where the most talented people want to work. We believe you’ll do the best work of your life here—and you’ll pioneer the future of education, too. What You’ll Do As the Success Lead, you will lead ClassDojo’s post-sales motion across onboarding, implementation, and long-term partnership management. You will oversee a team of district onboarding managers and district partnerships managers responsible for ensuring districts realize rapid time-to-value, successfully implement ClassDojo at scale, and renew and grow their partnerships year over year. You will help set the strategic vision for the Success team, define and operationalize key KPIs (renewal, expansion, time-to-value, product adoption), and ensure our systems, processes, and team structure support industry-leading customer outcomes. This role requires a leader who excels at building high-performing teams, driving operational rigor, managing complex district relationships, and partnering cross-functionally to deliver an exceptional customer experience.

Requirements

10+ years of experience in Customer Success, Account Management, or Implementation within K-12 SaaS; 5+ years leading managers or multi-layered teams.
Proven experience running customer-facing teams responsible for renewals, expansions, onboarding, and adoption in a complex, multi-stakeholder environment.
Strong command of key Success KPIs and forecasting; ability to build and execute strategic playbooks that drive measurable outcomes.
Demonstrated success improving processes, implementing systems, and scaling operations in a fast-paced, high-growth environment.
Proven experience using data and analytics to monitor account health, risk, and other key KPIs and leading indicators.
Exceptional communication and executive presence, with experience influencing senior leaders in K-12 districts or similarly complex organizations.
High empathy and emotional intelligence, with the ability to navigate complex customer needs and guide teams through ambiguity.
Expert at using and optimizing tools such as Salesforce, Asana, Notion, and data dashboards to improve operational visibility.

Nice To Haves

Prior experience as a K-12 district administrator or in a district leadership role.
Background in project management methodologies (Lean, Six Sigma, PMP, etc.) or CS certifications (CSM, CCSM, CSPO)

Responsibilities

Team Leadership & People Management Lead, coach, and develop a team of District Partnerships Managers and Onboarding Managers; set expectations, provide ongoing feedback, and cultivate a culture of accountability, collaboration, and continuous improvement.
Assess team bandwidth and performance, optimize staffing models, and guide career development pathways across the Success team
Own and share progress on clear KPIs and dashboards for team performance across renewals, expansions, onboarding timelines, adoption milestones, and customer satisfaction.
Success Strategy & Execution Own the full post-sales lifecycle for district partnerships, ensuring seamless onboarding, high product adoption, measurable value delivery, and strong multi-year renewals.
Continuously develop unified Success playbooks that support consistent district engagement across onboarding, training, stakeholder management, and renewal strategy.
Partner with Sales, Product, Support, and Marketing to create holistic, customer-centric processes and coordinated touchpoints.
KPI & Revenue Ownership Own district renewal and expansion targets; guide district partnerships managers through strategic planning, stakeholder mapping, EBR development, and negotiation frameworks.
Monitor leading indicators such as implementation progress, adoption data, and customer health to proactively mitigate risk.
Build mechanisms to reduce time-to-value and increase product adoption at scale, aligning customer outcomes with revenue goals.
Operational Excellence & Process Improvement Design and optimize end-to-end onboarding and account management workflows to improve efficiency, data accuracy, and customer experience.
Oversee systems and tooling (Salesforce, Notion, Asana, etc.) to ensure data integrity, visibility, and automation of critical Customer Success functions.
Implement repeatable processes and resource libraries that enable scalable onboarding, training, and adoption strategies for districts of varying size and complexity.
Partner with Product to synthesize customer insights, identify adoption barriers, and influence roadmap prioritization.
Executive Engagement & Thought Leadership Act as an executive sponsor for strategic district partners, strengthening high-level relationships and ensuring alignment with district goals and ClassDojo’s long-term value proposition.
Influence cross-functional priorities with data-driven insights.
Track industry trends and best practices in K-12 education and customer success to proactively evolve the team’s strategy.