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Director of Customer Success

Salary: USD 90,000 – USD 110,000  Preferred location: Remote  Full-time 

About us

Klett World Languages is a rapidly expanding organization with European roots. It is dedicated to empowering educators in the art of language instruction. We are the Chicago-based American arm of the Klett Group, which was founded in 1897 and encompasses 80+ educational enterprises.

At Klett World Languages, we provide the highest quality language materials in Spanish, French, German, and Italian. We create content that helps students build authentic communicative competence and become global citizens. Our materials are authentic, accessible, and user-friendly, and enable students to learn and deepen their connection to our increasingly global world. We strongly believe that educators play a key role in language learning, and part of our mission is to support them and give them opportunities for professional development.

Job description

The Director of Customer Success will work closely with the Vice President of Sales to ensure an outstanding experience for both prospective and existing users of our digital products. This role supports Sales Leadership through the creation of compelling proposals, the management of pilot programs, and a seamless exploration of our digital solutions for clients. Focusing on technical needs, this role is critical in promoting customer adoption, satisfaction, and retention within technical environments.

 

RESPONSIBILITIES

The responsibilities below provide a general overview of the Director of Customer Success role. Specific tasks and duties may be revised based on evolving company needs, individual team members’ strengths, and the company’s long-term strategy.

Commercial Support

  • Test and communicate platform functionalities and key features effectively to potential clients and the sales team.
  • Develop persuasive narratives that emphasize the value of KWL’s digital solutions.
  • Collaborate with the Educational Technology Manager and the Tech team in Spain to complete technical specification documents and data security questionnaires and review Data Privacy Agreements, securing final approval from the Company’s Vice Presidents.
  • Deliver engaging demos and presentations, addressing client questions and resolving technical concerns.
  • Lead pilot implementations for large customers, coordinating with the Sales, Educational Technology, and Implementation teams.
  • Establish continuous communication channels with Product, Sales, and EdTech teams to align on customer feedback, feature requests, and technical challenges.
  • Collect and organize customer feedback to suggest actionable improvements to the Tech team in Spain for The KWL Hub.
  • Stay updated on EdTech market trends and competitor developments, making recommendations to support strategic goals.

Pre-Sales Support

  • Assess customer technical needs and tailor solutions to enhance product adoption.
  • Develop comprehensive technical proposals, success plans, and customer documentation.
  • Oversee proof-of-concept evaluations, guiding clients through the initial experience of product functionality.
  • Ensure the accuracy of all pre-sales documentation, including data privacy and security agreements, with final sign-off by Vice Presidents.

Post-Sales Support

  • Manage client onboarding and training, ensuring a smooth transition and a comprehensive understanding of the platform.
  • Serve as the primary technical contact for client inquiries, coordinating with product and support teams to resolve issues.
  • Monitor account health, product usage, and client satisfaction, proactively identifying and mitigating potential risks.
  • Develop and maintain a dashboard to track customer health metrics, adoption rates, support requests, and renewal rates, with regular reporting to Sales and Leadership.
  • Collaborate on long-term strategic initiatives such as automation of routine tasks and scalable training resources to support new product rollouts.
  • Support renewal and upsell opportunities by showcasing relevant features to meet clients’ evolving needs.
REQUIREMENTS
  • Proven experience in customer success, sales support, or technical support, preferably
    in an EdTech environment.
  • Strong communication and presentation skills, with the ability to translate technical features into compelling narratives.
  • Familiarity with Zoho CRM or similar platforms for tracking customer success metrics.
  • Ability to travel as needed for client meetings, events, and training sessions.

BENEFITS

  • Health insurance
  • Up to 12 weeks of parental leave, paid 50%
  • 16 days PTO, which will increase to 25 days after two years with the company
  • All federal holidays off
  • Retirement plan with 3% employer match
  • Paid lunch break in the middle of an 8-hour work day

To apply, submit your cover letter and resume to [email protected].

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, or protected veteran status.