• Lead, coach, and develop a team of Customer Success Managers and supporting customer success roles across automotive accounts. • Encourage innovation, problem solving, and continuous improvement within the customer success organization. • Develop effective leaders and foster a culture of accountability, collaboration, engagement, and excellence. • Own the overall performance of the Automotive Customer Success function, ensuring achievement of retention, expansion, adoption, customer satisfaction, and operational excellence goals. • Establish rigorous account planning and customer success motions across the portfolio, ensuring teams clearly articulate customer goals, business outcomes, account/retention risks, and growth opportunities. • Develop and execute action plans that reduce churn risk, increase product adoption, and improve customer outcomes. • Create and improve operational processes that enhance efficiency, scalability, and customer experience. • Drive operational excellence through defined operating rhythms, clear performance expectations, inspection mechanisms, and data-driven decision making. • Establish and monitor key performance indicators across customer health, adoption, retention, team performance, and customer outcomes; translate results into actionable insights and value discussions. • Create a culture of accountability by ensuring timely communication, proactive risk management, and disciplined follow-through across the organization. • Develop and execute the strategic vision and roadmap for the Automotive Customer Success organization, aligning team priorities with company objectives and evolving customer needs. • Engage directly with executive sponsors and strategic customers to strengthen relationships, accelerate outcomes, and support critical escalations. • Partner with senior leadership to communicate customer trends, business risks, and strategic opportunities for the sector. • Provide strategic guidance on customer engagement, account planning, issue resolution, and executive relationship management. • Maintain awareness of automotive industry trends, competitive dynamics, and emerging customer needs. • Serve as an internal advocate for customers and provide feedback that helps improve products, services, and overall customer experience. • Collaborate with Sales to develop and execute renewal and growth strategies, ensuring proactive risk mitigation and coordinated account planning across strategic accounts. • Collaborate with cross-functional teams (e.g. Product and Engineering) on implementations, escalations, product feedback, and customer advocacy initiatives that improve customer outcomes, remove obstacles, and drive resolution of systemic issues impacting customers. • Perform additional responsibilities as assigned.

Role Description We are looking for a District Success Manager who is excited to join a small team working on a big goal: helping school districts implement Khan Academy to support student learning. In this role, we’re looking for someone who enjoys working with new technologies to empower educators and drive student learning. - Translate the core skill set of customer success management to an education context. - Comfortable having conversations with district executive leadership, curriculum & instruction leaders, technology leaders, and classroom teachers. - Technical problem-solving, relationship management, relational intelligence, empathy for school district leaders & teachers, and excellent communication are essential skills. - Roughly 30% travel required. Qualifications - 2+ years of experience as a school administrator. - 4+ years of classroom teaching experience. - 2+ years of customer success, account management, or education-focused customer support experience. - Strong problem-solving skills and creative thinking. - Deep understanding of teachers and school districts with a clear passion for education. - Outstanding communication skills in multiple formats. - Project management & prioritization experience. - Strong data analysis skills. - Motivated by the Khan Academy mission. - Proven cross-cultural competency skills. Requirements - Manage school district implementations with thoughtful leadership and guidance. - Deeply understand how to effectively implement Khan Academy products. - Facilitate professional development sessions for teachers and administrators. - Support districts throughout the entire school year, including contract renewals. - Undertake analysis of school district data for effective support. - Navigate complex discussions with empathy and confidence. - Drive improvements to district success playbooks over time. - Work with CRM and Project Management tools to generate high levels of district engagement. - Represent an in-depth perspective of educator & student needs throughout the company. Benefits - Competitive salaries. - Ample paid time off as needed. - 8 pre-scheduled Wellness Days in 2026. - Remote-first culture with open flexibility. - Generous parental leave. - Exceptional team that trusts you and gives you freedom. - Opportunities to connect through affinity, ally, and social groups. - 401(k) + 4% matching & comprehensive insurance. - Robust Total Rewards package for physical, mental, and financial well-being. - Compensation band: $96,800 - $121,000 USD annually.

• Manage strategic partnerships with clients, serving as the main liaison. • Proactively pinpoint opportunities for enhancing customer performance using comprehensive data analysis. • Cultivate collaboration among affiliated clients, facilitating the exchange of success stories and fostering customer-to-customer cooperation. • Serve as a reliable advisor to clients, promoting the adoption of solutions, ensuring alignment with operational goals, and delivering measurable value. • Craft and deliver narratives on product utilization to illustrate ROI to clients, while also identifying avenues for further adoption and value realization.

• Enable Outcomes-Oriented Customer Engagement Function • Partner with Customer Engagement teams to align analytics and test/learn agendas with strategic priorities for business and enterprise • Translate business strategies into structured measurement approaches, including KPIs, success metrics, and hypotheses for experimentation • Proactively identify opportunities to improve data-driven feedback loop for customer engagement function • Support prioritization of customer engagement capabilities by grounding decisions in data, performance insights, and expected business impact • Evaluate and Optimize Customer Engagement Strategy Performance • Assess the performance and impact of engagement strategies, identifying and enabling opportunities for scaling high-value initiatives • Perform deep dives into performance drivers, including adoption, engagement, friction points, and leakage across journeys • Partner with product and engagement stakeholders to continuously refine experiences based on insights and testing outcomes • Lead Segmentation, Behavioral, and Journey Analytics • Create, operationalize, and evangelize frameworks for segmentation, behavioral, and journey analysis to identify areas of opportunity across the enterprise • Develop and advance analytic solutions and approaches from one-time analyses to repeatable, scalable frameworks and data products • Identify key drivers of customer satisfaction, engagement, and value perception across digital experiences • Influence Decision-Making Through Insight and Storytelling • Translate complex analytical findings into clear, compelling narratives that inform business strategy and enable sustained impact across enterprise • Provide strategic input into prioritization, roadmap decisions, and investment tradeoffs • Anticipate business questions and proactively develop insights to inform decision-making • Enterprise Collaboration • Work across enterprise to incorporate analytics products and insights into enterprise strategic priorities and business growth plans • Serve as a key connector between analytics, customer engagement, and business stakeholders to ensure insights are actionable and adopted • Support a coordinated approach to analytics across fragmented teams and capabilities