Customer Success Team Lead

About the role

For decades, World Book has supplied reference content to school and public libraries and media centers. Now we are moving into K-12 classroom instruction with ClassMate, a supplemental, cross-curricular nonfiction literacy platform for grades 6–8. It helps content-area teachers build literacy into the science, social studies and math units they already teach.

The Customer Success Lead spans both sides of that business. You lead the team that renews World Book Online for schools and libraries, and you personally manage a small book of strategic library and media services accounts. You also lead ClassMate implementation: how new districts get launched, adopted and renewed. That makes this a key role in World Book's move into instruction.

What you'll do

Lead the World Book Online renewal team

• Manage and coach an experienced Customer Success team that renews World Book Online for school and library customers.
• Own the team's renewal retention, and keep activity, quotes and Salesforce stages current across every account.
• Make sure every rep is progressing to performance goals.

Manage strategic library and media services renewals

• Personally own a small book of high-value accounts, including statewide and large-system library contracts.
• Renew them on time and grow them, as the senior relationship World Book holds with each one.

Lead ClassMate implementation

• Own the process that takes new districts from contract to launch, adoption and renewal.
• Lead kickoffs, and train principals and teachers in person and online.
• Work with World Book's Curriculum, Product, Operations and Sales teams so every launch is ready on time.
• Use what each implementation teaches us to improve the next one, and build the process so it can scale as ClassMate grows.

What you bring

Required

• Experience implementing K-12 instructional software in schools and school districts.
• K-12 classroom teaching experience.
• Experience leading or coaching a customer success, account management or renewals team.
• A record of owning renewals and a retention number for school, district or library accounts.
• Experience leading live training for teachers and principals, in person and online.
• Daily working use of Salesforce or equivalent CRM.
• Bachelor's degree or equivalent experience.

Preferred

• Teaching or instructional coaching in grades 6–8.
• Hands-on rostering and sign-on setup with district IT (Clever, ClassLink, other).

Compensation, location and travel

• Base salary: $55,000 a year.
• On-target earnings: $85,000 a year. This role is also eligible for a referral bonus on ClassMate deals.
• Benefits: Comprehensive benefits: medical, dental, vision, 401(k) with match, paid time off, and professional development support.
• Location: [Remote, US / Chicago area].
• Travel: Up to 25% for strategic account visits and in-person ClassMate launches.
• Reports to: Vice President, Sales.

World Book is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.