What We Do
At GoGuardian, we're helping build a future where all learners are ready and inspired to solve the world's greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe.
What It's Like to Work at GoGuardian
We are a fast-growing learning company that thrives on making bold moves and setting high standards. Working with us means joining a (mostly!) remote team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change. We balance our rocketship pace with a work culture that offers unbridled support, allyship, and inclusivity...to say nothing of fun! Join our Neurodiversity ERG, attend an online magic show (and bring your kids), head to a DEI Community of Practice session, share a pet photo with other dog lovers, or relax in an online meditation class. Our culture has earned us accolades! We have been named one of Built In's 2022 Best Places to Work™ and are certified as a Great Place to Work®.
While this job posting uses "El Segundo, CA" as the location, please note this role is currently being recruited for remote work or reporting to headquarters if within commuting distance.
The Role
As the Vice President, Customer Service and Support you will lead the teams that manage the post-sale customer lifecycle, including: Implementation, Solutions Engineering, Technical Support, Product Training, and Customer Success (97 total team members). You will be responsible for designing, executing, and iterating upon a customer lifecycle that leads to predictable revenue outcomes.
What You'll Do

• Guide and coach a team of Directors to execute upon a reproducible post-sales lifecycle that drives predictable revenue outcomes
• Work closely with the Data team to facilitate effective monitoring of student usage and adoption so we can proactively ensure retention, acting both on risks and opportunities
• Collaborate with the Marketing team to build customer references, craft case-studies, and co-develop resources
• Inspire and create a company-wide culture of Customer Success by focusing on partnering with Revenue, Product, Marketing, and Engineering leadership
• Create a scalable feedback system to inform product roadmap development with Customer Insights
• Develop and iterate upon account-level customer health scores that allow for proactive risk mitigation and upsell identification
• Partner with the Business Insights and Operations teams to ensure alignment of key data systems

Who You Are

• 7+ years of leading Customer Success or Customer Service departments in a SaaS environment (EdTech experience is a plus)
• Proven track record of developing and mobilizing team members to execute upon Customer-centric strategies
• People-first leaders with a knack for utilizing data to make strategic decisions
• An understanding of how to build diverse teams and demonstrate an equitable and inclusive leadership style
• Passionate about transforming K12 education
• Eager to take initiative in a fast-paced, ever-changing, dynamic environment.
• Fueled by the opportunity to truly impact the education landscape.
• Something else? Tell us! We want to learn more about you...

What We Offer

• Competitive pay, complete health insurance, 401(k) matching, bonuses, and an employee stock option plan.
• Flexible time off, 13 paid holidays, paid parental leave, wellness days, and a paid year-end holiday break.
• A robust catalog of benefits that support your professional growth and personal wellbeing: learning funds, lifestyle funds, online yoga & meditation classes, fertility & adoption reimbursement, giving funds with company match, and more...


Plus the intangible:


• A varied and challenging role in a global and highly innovative high-growth company.
• Supportive, driven colleagues who have your back and share your passion.

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.
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