Senior Customer Success Program Manager

COMPANY PROFILE

Code.org® is a nonprofit dedicated to expanding access to computer science in K-12 schools and increasing participation by young women and students from other underrepresented groups. Our vision is that every student in every school has the opportunity to learn computer science as part K-12. The leading provider of K-12 computer science solutions in the largest school districts in the United States, Code.org also created the annual Hour of Code campaign, which has engaged more than 15% of all students in the world!

JOB SUMMARY 

Code.org is seeking a Customer Success Program Manager. You will be part of the team that crafts the website, tools and platform that provides the most popular K-12 Computer Science curriculum to students and educators around the world. Specifically, you will own the entire customer success experience using a variety of channels to connect 1:1 with our passionate teachers and help address their questions, resolve their issues, and hear their feedback about our offerings. You will act as the “voice of the customer” by identifying, synthesizing and championing needed new product initiatives and issues that need addressing from the perspective of customer success.

DUTIES AND RESPONSIBILITIES

In this role, you will:

• Connect with teachers, administrators, and parents with questions on Code.org’s offerings via 1:1 support and community forums
• Continue our standard for outstanding customer success experience - breaking the mold of preconceived notions on contacting support and what that entails for a user
• Oversee and lead the day to day work of customer support staff, including potentially contractors
• Collect and synthesize feedback from our base of millions of teachers and students worldwide using a variety of proactive and reactive feedback sources
• Act as the “voice of the customer”, advocating on behalf of teacher and student feedback in terms of what features we build, and what issues we address
• As part of the Product team, collaborating closely with product managers to provide regular updates on “Voice of Customer” themes
• Define the metrics for customer success at the organization, actively monitoring these success metrics and adjusting existing processes / crafting new processes to solve new and long-standing user-facing issues
• Proactively anticipate future support needs with seasonal influxes of site traffic and new product launches
• Identify critically important / showstopping issues reported by our users, and properly raise to engineering teams, along …