Vice President of Customer Success

Tutored by Teachers

151d

About The Position

At Tutored by Teachers (TbT), we have scaled our mission to advance equity in education by serving tens of thousands of students with personalized learning. Partnering with a diverse array of school districts across the country, we now seek a talented and mission-driven leader to join our team. As Vice President of Customer Success, you’ll ensure that our school and district partners get maximum value from our high-dosage tutoring programs—supporting student outcomes and strengthening long-term partnerships across the country. We’re looking for a strategic, service-driven leader to join as our Vice President of Customer Success. This role is all about building deep, lasting relationships with our district and school partners—and building the systems, playbooks, and team needed to scale that experience across the country.

Requirements

• 10+ years of experience in customer success, account management, operations, or a related field, ideally in a service-based or tech-enabled services organization
• A track record of managing and scaling teams, including coaching managers and building strong team culture
• Strong enterprise relationship management experience—especially with complex, multi-stakeholder clients (education, healthcare, public sector, or similar)
• Experience designing and implementing customer success strategies, including segmentation, playbooks, and account planning
• Excellent communication and influencing skills, with the ability to inspire a team and build trust with executive-level partners
• An operator’s mindset: strong process builder, project manager, and strategic thinker who can also roll up their sleeves
• Comfort working in a fast-paced, evolving environment—TbT is a startup, and that means adaptability is key
• A passion for education equity and a belief in the power of high-dosage tutoring to change student outcomes

Responsibilities

• Establish and manage toward the long-term vision for the Customer Success organization in alignment with TbT’s growth strategy and mission
• Lead and scale a high-performing Engagement Management team, building the structure, systems, and culture needed to deliver exceptional experiences and outcomes at scale
• Own team capacity planning and headcount strategy to ensure resources align with customer segmentation and business priorities
• Champion a culture of accountability, learning, and service excellence across the post-sale organization
• Own retention and expansion targets across our portfolio of accounts
• Equip the team with playbooks, tools, and customer insights to enable strategic renewals and growth
• Establish and maintain a real-time view of customer health across the portfolio—defining signals and leading indicators that require intervention or may foreshadow churn
• Partner closely with Sales and Account Executives to grow accounts from multiple angles and foster a culture of collaboration
• Be data informed and work the BizOps team to forecast renewals and track growth
• Design and operationalize customer journeys that meet the needs of diverse customers while remaining scalable
• Be a strategic thought partner and occasional executive sponsor on high-stakes accounts
• Champion the voice of the customer internally - working across teams to improve our offering, delivery, and service models
• Maintain an evolving perspective on the role of AI and automation in service delivery, identifying opportunities to improve efficiency without sacrificing quality and trust
• Lead cross-functional initiatives to improve our overall customer experience and internal systems
• Track success metrics and share insights regularly with senior leadership

Benefits

• 100% healthcare coverage for you and your family
• Access to 401k to help save for the future
• Well-rounded wellness benefits, including access to free and low cost mental health resources and support services
• Fully remote work environment and a flexible schedule
• Annual in-person team retreats
• 3 weeks of vacation in the first year and an unlimited vacation policy after year 1 to help recharge
• The chance to make a meaningful impact on students' lives and contribute to the advancement of educational equity

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 11-50 employees