Director of Customer Experience - EdTech (K-12)

Director Of Customer Experience

TechSmart is a pioneering AI software and workforce development company transforming the public K-12 school system into a launchpad for future-ready talent. We partner with school districts across the country providing AI and Software Development curriculum, teacher training and a platform which prepares students for both entry-level jobs requiring strong AI skills and positions in emerging high-demand tech fields.

AI is transforming industries at an unprecedented pace, reshaping how we learn, work, and engage with technology. As AI continues to drive innovation and job growth across the nation, we are seeing the early stages of significant AI adoption among school districts nationwide.

Based on this, we have launched a strategic initiative to prepare our Customer Success Department for the exciting growth ahead.

Position Overview

We are seeking a dynamic, customer-obsessed player-coach who blends strategic vision with a hands-on approach to delivering exceptional customer experiences at scale. The ideal candidate is equally comfortable jumping into a customer Zoom meeting as they are designing the long-term strategy, processes and systems that define our customer experience.

As our Director of Customer Experience, you'll lead a growing team while staying close to the workcoaching, collaborating, and directly engaging with school district partners and teachers to ensure every customer achieves measurable success.

This role balances leadership and action : you'll design and execute a comprehensive customer experience and success strategy that enhances satisfaction, drives retention, and fuels sustainable growth. The right candidate pairs data-driven decision-making with deep empathy for teachers and learners, inspiring others through example. You'll guide our Customer Success Department through an exciting period of expansionshaping the systems, processes, and culture that ensure every school and teacher feels supported, valued, and empowered to deliver exceptional learning experiences.

Key Responsibilities

• Develop and implement a company-wide customer experience strategy aligned with organizational goals and growth objectives.
• Define key performance indicators (KPIs) and success metrics to track adoption, implementation fidelity, teacher satisfaction, student engagement, retention, and overall customer health.
• Own Net Revenue Retention and account renewals across a national portfolio of school district partners.
• Lead the organizational change related to scaling customer-facing operations.

Customer Relationship Management

Teacher Onboarding & Professional Learning

Operational Excellence

Team Leadership

Preferred Background and Experience

If this opportunity aligns with your interests and experience, we'd love to hear from you.

Please include your resume and a brief cover letter sharing why you're interested in this position and how your skills make you a strong fit.

Please note that this is a full-time, salaried position with benefits. Compensation includes a base salary and Net Revenue Retention bonus.

We look forward to reviewing your application and connecting with you soon.