Head of Customer Success

About The Role
Marble's growth depends not just on signing schools, but keeping them actively engaged - month after month, year after year.
As our Head of School Success, you'll design and build the systems, processes, and team that ensure schools love working with Marble and keep referring more students over time. You'll blend structured thinking with a deep customer sense to identify what drives retention and expansion - and operationalize it across hundreds (soon thousands) of school relationships.
You'll collaborate closely with Sales, Product, and Operations to build the foundation of a scaled success engine - one that combines human touch, data, and automation to deliver delightful, measurable outcomes for schools and students.
What You'll Do

• Build the foundation. Create the operating model, workflows, and infrastructure for school success - from counselor engagement cadences to renewal triggers and automated check-ins.
• Experiment relentlessly. Test and measure what drives retention and expansion - human touch vs. product, calls vs. visits, incentives vs. insights - and codify the playbook.
• Collaborate cross-functionally. Partner with Sales on seamless handoffs and expansion motions, and with Product to identify scalable ways to support thousands of schools.
• Shape the team. Over time, build and lead a small but mighty School Success function focused on delight, retention, and growth.
• Think in journeys, not just relationships. Design cohesive customer experiences across every touchpoint, ensuring every school feels known, supported, and successful.

Qualifications

• 7-10 years of experience in Account Management, Customer Success, or Operations - and have built or been early on a scaled AM or Success function (managing thousands of customers via product, process, and human touch).
• Are a structured thinker and systems builder - you bring clarity, frameworks, and scalable processes to complex, ambiguous problems.
• Are experimental and scrappy - you love rolling up your sleeves to test what works, and turning insights into playbooks.
• Have strong communication and collaboration skills, especially across functions like Sales and Product.
• Are empathetic and intuitive - you have a "psychic" sense of what customers need before they ask, and you design experiences that feel personal even at scale.

Marble Traits
Relentless Drive

• You're the hardest worker in the room who takes full responsibility for outcomes and tackles any task, no matter how small.

Introspective Team Player

• You invest in relationships and team morale while actively seeking feedback and self-evaluating to continuously improve.

Operationally Excellent

• You communicate clearly, think logically, and execute efficiently & effectively.