DIRECTOR OF CLIENT SUCCESS

Hats & Ladders, Inc. | New York, NY

Start date: March 2024

Position Type: Full-time

Location: Based in NYC (hybrid-only; not open to fully remote)

ABOUT US

Hats & Ladders, Inc. is a mission-driven start-up focused on helping all youth become more confident and better informed about their future choices. We’re supported by the National Science Foundation, U.S. Department of Education, and youth development organizations in New York City and beyond. Our platform features a self-guided web-based app for young adults that works in tandem with a web-based dashboard of resources for educators.

Our company culture thrives on empowering the next generation with essential tools and mindsets for success. We foster a vibrant, employee-centric environment marked by collaboration, where every team member is dedicated to helping our Climbers excel. While we maintain a strong work ethic driven by our commitment to positively impact the future workforce, we also prioritize enjoyment. Embedded in our core values is the belief that "fun is universal and contagious.”

ABOUT THE OPPORTUNITY

As our first Director of Client Success, you'll play a pivotal role in shaping our client success strategy from its inception. Using your leadership skills, data-driven insights, and experience in SaaS or EdTech (or closely related industries), you'll champion customer relationships that directly fuel our growth. You'll build a cohesive, client-focused process and have a tangible impact on our bottom line. This is an opportunity to grow alongside our scaling business, shifting your focus from “tactical execution” to “strategic leadership.” As a member of our senior leadership team, you'll have the opportunity to thrive in a dynamic and collaborative environment.

WHAT YOU WILL DO

Drive Client Success Outcomes

Develop and implement comprehensive data-driven client success strategies to maximize client value, long-term retention, and expansion opportunities.
Establish client success OKRs aligned with overall company strategy, defining and tracking relevant metrics to gauge progress (e.g., NPS, gross dollar renewal rate, product adoption metrics, up-sell dollars).
Analyze client usage data, product adoption rates, and feedback to proactively identify areas for improvement and drive product-led growth.
Collaborate with cross-functional teams (e.g., sales, product, marketing) to champion client needs, create a client-centric culture, and identify cross-sell/upsell opportunities.

Optimize Client Lifecycle & Experience

Map the client journey, identifying key touchpoints and developing strategies to enhance client onboarding, training, and ongoing support.
Design and implement scalable processes for collecting and analyzing client feedback, creating a feedback loop to inform product development and service improvements.
Oversee the execution of client success activities, including renewals, professional services, and ongoing client advocacy programs.

Build & Lead a High-Performing Team

Lead, mentor, and develop a highly-skilled client success team, setting clear expectations, goals, and development plans.
Manage CS staff capacity planning, hiring, and professional growth to ensure scalability and alignment with company needs..
Create a collaborative team environment that fosters innovation, continuous learning, and a focus on client-driven results.

Leverage Technology & Best Practices

Recommend and implement client success management platforms and other relevant technologies to streamline processes and gain actionable insights.
Stay informed on the latest industry trends and client success best practices, advocating for continuous improvement across the organization.

WHAT YOU BRING

“Musts”

5-7 years of leadership experience in client success, ideally within SaaS, EdTech, or adjacent sectors like Career Readiness or Workforce Development.
Proven ability to develop and execute data-driven strategies that improve client retention, satisfaction, and expansion.
Experience with product-led growth approaches. Understanding how product usage and feedback drive customer success and identifying opportunities to improve adoption and engagement.
Excellent communication, negotiation, and relationship-building skills. Ability to articulate the value proposition, manage difficult conversations, and foster strong partnerships with clients.
The ability to understand client needs deeply and tailor solutions accordingly.
Proficiency in Salesforce and Google Workspace.
Willingness to live in/around NYC and undergo NYC Department of Education background screening.

INCLUSION MATTERS

As an equal opportunity employer, Hats & Ladders, Inc., is committed to creating an inclusive, connected and diverse workplace. We seek candidates from a wide variety of backgrounds because it’s the right thing to do and will make our company stronger. If you share our mission to build a sustainable social impact organization, you will find a place where your contributions are valued and rewarded.

WHAT WE OFFER

A fun, creative start-up that is growing fast
Deeply collaborative team work environment
Meaningful, mission-driven work
A chance to help schools, CBOs and government agencies build a diverse talent pool pipeline by providing exposure and experience in a variety of careers and skills
A competitive salary, including health benefits, flexible work schedules/location, 401k, sales incentives and more than a month of paid time off
Tech stipend and/or company provided laptop
A healthy and sustainable work-life balance

TO APPLY

Please apply with cover letter and resume to careers@hatsandladders.com - also, if you message me (Scott) on Linkedin, there is a low chance I'll see it. Please just use the email or apply on Linkedin.

Hats and Ladders

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