Customer Experience Lead

About Pressbooks:

We are a small team working together to build and share software that supports new models for book publishing with an emphasis on supporting open educational resources (aka free digital textbooks) and other types of educational innovation powered by digital content. We are passionate about open source, open content, open knowledge, and the intersection of books and the web. 

We’re a self-sustaining open source / SaaS business with a growing list of happy clients in Canada, the United States, and beyond. Most of our clients are universities and other educational institutions that use Pressbooks to power their publishing and open/free digital textbook creation programs. We care deeply about customer success and the educational communities that rely on our products. 

We are a fully remote company. Our team is welcoming, compassionate, and committed to maintaining a safe and encouraging environment for people of all racial backgrounds and gender identities. Our work hours, vacation time, and sick or care leave policies are designed to support healthy engagement with work and space for a satisfying life outside of it.

About the Role:

Pressbooks is in a unique market position. We are considered essential infrastructure within the open education community, a small but growing niche within higher education, and most of our clients adore us. Because our versatile publishing platform can be invaluable to many parts of organizations that center on learning, knowledge creation and sharing, we’re excited about opportunities to grow our footprint within and beyond our established base.

The Pressbooks Customer Success Lead works alongside network and institutional managers to help them achieve their goals with Pressbooks, and turns that on-the-ground experience into evidence the team can act on. That evidence runs in both directions: it shapes what we build, and it shapes how Sales and Marketing position and price what we have already built. The role is also custodian of the process by which we decide what to build next: convening the quarterly prioritization session, keeping the record of what was decided, and reporting when work drifts from what was agreed.

The CX Lead is a member of Pressbooks’ customer-facing team and reports directly to the VP Strategic Engagement & Growth. This is a highly collaborative function that engages regularly with customers and works closely with the Marketing, Sales, Product and Support functions.

The CX Lead is responsible, in collaboration with the broader team, for developing, implementing, and measuring the effectiveness of strategies related to customer success-focused KPIs.