Head of Client Success

Dreamscape Learn, a pioneer in the realm of immersive virtual reality entertainment and learning design, is seeking a Head of Client Success to develop and own the overall client success strategy for the company, driving engagement, renewal and expansion across a growing base of high value, higher education and K12 clients. This position will build the Client Success team and developing a robust framework from the ground up that supports all stakeholders throughout their entire lifecycle with our services. The ideal candidate will possess a deep understanding of the higher education landscape, a passion for enhancing overall educator experience and student success, and a proven track record of working collaboratively to drive success. This is a high-profile role within our growing company.

Key Responsibilities

• Leadership & Strategy: Design and implement a comprehensive client success strategy for Dreamscape Learn, focusing on long-term engagement, satisfaction, retention and expansion across a diverse range of stakeholders from higher education to K12. Own the ongoing success of that strategy that includes onboarding processes, accounts, program implementation,  engagement, and ongoing support at multiple service tiers. 
• Defining Client Success: Clearly articulate what success looks like for educators, administrators, and students, establishing measurable objectives and outcomes to align our services with their unique goals and Dreamscape’s own objective to drive exceptional learning outcomes.
• Team Leadership & Development: Build, lead, and mentor a dedicated client success team, fostering a culture of excellence, collaboration, and accountability. Key functions will include, but not be limited to Client Success, Educator Experience, Operations and Training & Support.
• Educator Experience: Employ a deep understanding of what drives faculty buy-in and an ongoing consultative approach to develop the necessary tooling to support deep adoption of Dreamscape Learn’s products, and facilitate the greatest possible learning outcomes.  
• Stakeholder Engagement: Cultivate relationships with key decision-makers from diverse backgrounds, including faculty and admin leaders. Organize programs and events like workshops and webinars to deepen client connections and foster community.
• Advocacy and Cross-Functional Collaboration: Collect and analyze feedback from clients to advocate for their needs within the organization and in turn, advocate for their organization when interacting with clients. Work with sales, marketing, product, and engineering teams to drive product enhancements and service improvements based on your insights.
• Data Collection and Analysis: Leverage data and analytics to gain insights into client behavior, usage patterns, and satisfaction levels to drive impactful client conversations and actionable recommendations. Become an expert in the data that is important to clients, especially their purchasing cycle. Continuously audit and analyze data to predict and proactively address any possible issues and increase client success.
• Tools and Technology:  Design the technology stack best suited for enhancing client success and streamlining client communications, including CRM systems, client engagement platforms, and analytics tools. Build scalable processes and playbooks that will support efficiencies as Dreamscape Learn continues to grow. 
• Thought Leadership: Stay informed about trends, challenges, and innovations within education to effectively position our solutions and enhance client outcomes.

Requirements

• Bachelor’s degree in Education, Business, or a related field; a Master’s degree is a plus.
• 7+ years of experience in client success, account management, or client experience roles within the education sector, preferably with a mix of higher education and K12 experience.
• Proven track record of building and leading high-performing teams from the ground up.
• Strong understanding of the higher education and K12 landscapes, including the unique challenges and opportunities faced by educators, administrators, and students.
• Exceptional communication, interpersonal, and relationship-building skills tailored to various stakeholders, including faculty, students, and administrative personnel.
• Strong analytical skills with the ability to translate data into actionable insights that improve client satisfaction and retention.
• Proficiency in CRM software and client success tools (e.g., Salesforce, Gainsight, HubSpot, etc.).
• Creative problem-solving skills and a proactive approach to client challenges.
• Passion for enhancing the higher education experience.
• Passionate about Client Success and high-quality deliverables, and tenacious at driving long-term client value.
• Strong technical aptitude - ability to understand and explain complex technical products or issue.
• Be able to work in a high-growth environment and comfortable navigating through ambiguity.

Benefits

• Salary: $180,000-$200,000 p.a.
• Performance Bonus
• Employee Stock Option Plan (ESOP)
• Health/ dental/ vision insurance
• Employee Assistance Program
• Unlimited PTO
• Perks at work

Dreamscape Learn is firmly committed to cultivating an inclusive and diverse workplace, and as an equal opportunity employer, we encourage applications from all eligible candidates.