GoGuardian
We envision a future where all learners are ready and inspired to solve the world’s greatest challenges.
Austin, TX
Remote

VP of Customer Service and Support at GoGuardian (Austin, TX or Remote)

| Austin | Remote
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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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Where we are

Austin, TX

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen
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What are GoGuardian Perks + Benefits

GoGuardian Benefits Overview

We believe there is no better investment than in the health and wellness of our employees. With benefits like flexible PTO, yoga and meditation classes, and professional development stipends, it’s easy to relax, unwind, and align. Your growth is our priority, both inside and outside the office!

Culture
Volunteer in local community
GoGuardian participates in local volunteer activities such as AngelHacks Hackathon, Teens Exploring Technology (TXT) and LA Food Bank.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
GoGuardian's Diversity, Equity, and Inclusion Committee has five focus areas to drive meaningful and lasting change in Community, Communication, Talent, Product & Education.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
On-site meditation twice per week
Onsite Gym
Team workouts
Team fitness initiatives include weekly in-office yoga classes
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for all parents who have been with the company for one year.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
We offer a flexible time off policy for full-time exempt employees. Full-time non-exempt employees accrue 3 weeks of PTO annually. We also offer a paid 2 week end of the year holiday break.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
We offer a $1200 learning stipend annually for personal & professional growth
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Relax, recharge, and refresh with weekly yoga classes & guided aromatherapy meditation. Whether you're a golfer or a gamer (or both), there's probably a weekly activity with your name on it.

An Insider's view of GoGuardian

What’s the vibe like in the office?

Exciting! We’ve had tremendous growth and have gone through a lot of changes over the last couple of years, but have maintained the supportive, passionate, and energetic foundations that made me join the company in the first place. The vibe is simultaneously feels relaxed and open, and like everywhere you look, people are solving difficult problems

Terence

Vice President of Customer Service and Support

What's the biggest problem your team is solving?

Our vision brings tall challenges; one of which is finding ways to sift through nearly insurmountable amounts of data, finding the important nuggets of information, then surfacing it to the right people. By using a combination of machine learning and cutting-edge data science (really), we're building better products for our users.

Zach

Lead UX Designer

How does the company support your career growth?

One of my life mantras is "When you stop learning you stop growing" and it is not possible here at GG to stop learning, as long as we take advantage of all that is available to us! Not only does GoGuardian keep us continually learning through our monthly all-hands meetings, but we have GG University and our personal learning stipend.

Susan

Account Executive, Pear Deck

How do you collaborate with other teams in the company?

The collaboration with people is really incredible. On the partnerships team, I get to work across internal teams as well as partner with our customers and thought leaders to enhance our products. I really enjoy learning from and working with our partners and everyone at GoGuardian.

Melissa

Schools Partnership Manager

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