Founding Customer Success Lead

About Scout

Scout is an AI-driven operating system designed specifically for educational institutions. Its primary product, Scout SIS, is a student information system that acts as a centralized database for managing student and staff information in schools. While every school utilizes an SIS, existing solutions often have low satisfaction scores due to costly contracts and hidden fees enforced by legacy providers like PowerSchool. Scout aims to revolutionize this space by automating complicated back-office procedures such as data validation, legal compliance, and governmental reporting, empowering school districts to deliver superior educational experiences and fostering a vibrant ecosystem of new edtech solutions.

The company is supported by notable investors and founders from various edtech and tech firms, including Reach Capital, Rethink Education, Y Combinator, as well as founders from Clever, SchoolMint, Coursedog, and others.

Role Overview

We are seeking our inaugural Customer Success Lead to establish and develop Scout’s customer service operations. This foundational role offers direct collaboration with the Co-Founders and significant influence over the company’s growth trajectory.

Key Responsibilities

• Foster and maintain strong relationships with schools using Scout, ensuring uninterrupted and efficient operation.
• Address and prioritize concerns raised by parents, teachers, and students promptly.
• Communicate updates regarding new Scout features to customers regularly.
• Conduct on-site visits to client schools to assess satisfaction and gather feedback.
• Identify and synthesize recurring issues and requests and relay actionable insights to the product team.
• Oversee the upkeep of the Scout knowledge base, ensuring users can access support resources swiftly.
• Implement automation strategies for customer issue resolution to maintain quick response times during scaling.
• Report directly to the CTO/Co-Founder with frequent engagement in leadership meetings, strategy formulation, and product development.
• Work closely with founders and teams in product, implementation, and sales to transform early successes into enduring customer partnerships.

Qualifications & Experience

• A minimum of 3 to 5 years in customer success roles, ideally within the enterprise SaaS sector.
• Well-developed organizational capabilities and a strong understanding of product dynamics.
• Comfort handling uncertain and evolving environments.
• A proactive ownership mentality with flexibility to manage multiple responsibilities.

Preferred Extras

• Background as the first or early customer success manager in a startup or early-stage company.
• Experience with student information systems, educational technology platforms, or compliance-focused software.