SAM Labs · 2 days ago
Copy of VP of Customer Success | $220k OTE ($150k base + $70k variable) + Equity [Remote (U.S.)]
United States
Full-time
Remote
Director/Executive
$220K/yr - $250K/yrSAM Labs builds award-winning STEAM solutions that spark creativity and wonder in classrooms across the world. As the VP of Customer Success, you'll be responsible for achieving high Gross Revenue Retention and transforming the Customer Success department into a commercially-oriented expansion engine.
EducationConsumer GoodsE-LearningPrimary EducationSecondary EducationSTEM EducationToys
Responsibilities
Hit 85%+ Gross Revenue Retention and 100%+ NRR within 6-12 months, scaling toward 95%+ GRR by Q4 2027 to position us for premium fundraising multiples
Create the district-level expansion playbook from scratch. We're in 15% schools per district on average - you'll design the systematic approach to expand to the other 85%. Own the expansion pipeline and drive 30-40% ARR growth from existing customers
Within your first 45 days, assess the department's strengths and capability gaps, deliver your vision for the CS function, and implement an organizational structure that separates Customer Success Managers (teacher-facing, implementation) from Account Managers (commercially-oriented, expansion-focused)
Complete 50 in-person district visits within 6 months - split between top 30 renewal-risk accounts and top 20 expansion opportunities. You'll cluster trips geographically (3-4 districts per trip) and build the superintendent relationships that currently don't exist
Implement tiered engagement models, account health scoring, renewal forecasting, expansion pipeline visibility, and quantifiable success metrics that the team has never had
Qualification
Required
Managed a Customer Success, Account Management, or Revenue Operations team of 4+ people with responsibility for retention and expansion metrics
Owned a book of business worth $2M+ ARR with measurable retention and expansion outcomes you can quantify
Experience in complex B2B or B2G sales environments with multi-stakeholder decision-making (K-12 EdTech strongly preferred; government, public sector, or healthcare SaaS also relevant)
Track record of transforming underperforming teams; you have before/after stories with concrete evidence of structural and cultural change
Demonstrated ability to build executive-level relationships and navigate political, committee-based buying processes
Comfort with data; can build analyses, interrogate metrics, and push others to think critically about what the numbers actually mean
Proven ability to travel extensively (25 trips/year) and work flexibly around customer schedules including weekends when necessary
Self-sufficient operator who maintains strategic direction without constant reinforcement from leadership
History of making difficult people decisions (performance exits, restructuring) for the right business reasons
Preferred
Experience with district-wide expansion strategies in K-12 (currently in 5 schools, expanding to 95+)
Understanding of K-12 budget cycles, procurement processes, and nomenclature (superintendent, CAO, director of elementary, etc.)
Background in having, as clients, impact-driven or mission-based organizations where ROI is measured in outcomes, not revenue
Benefits
Equity: Meaningful stake in a company with clear liquidity trajectory by 2029
Impact: You'll receive pictures from teachers showing students having "aha moments" because of the work your team did — not many CS roles can say that
Greenfield build: You're not inheriting bureaucracy. You're defining the future CS function from the ground up at a company positioned for exit
Autonomy: You'll have the space to build, the budget to execute, and the CEO who will challenge you intellectually but give you room to lead
Company
SAM Labs
SAM Labs is an edtech company that empowers teachers with the most engaging STEAM solution.
Founded in 2014
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$20.29MKey Investors
Inventures SAE15 VC,Touchstone InnovationsImperial Innovations
2022-01-01Private Equity
2019-07-15Series A· $8.9M
2017-11-14Series A· $6.72M
Leadership Team
Morten Bernhard Hagen
VP of Sales
Recent News
Chicago Tribune
2024-04-07
Martinsburg Journal
2024-02-11
IP Group
2024-01-10
Company data provided by crunchbase