Director of Customer Success

At Chapter One, we believe that learning to read is a fundamental civil right—one with the power to transform lives. Our mission is to substantially improve the reading abilities of elementary students and to ensure that every child, regardless of background, has the opportunity to confidently read to learn, grow, and thrive throughout life.

By integrating technology, targeted support, and corporate volunteerism we create meaningful human connections that have a proven impact on early literacy. This proven approach advances literacy outcomes, actively promoting equitable access to education for all young children. As we continue to scale our impact nationwide, we are seeking leaders to help drive our mission forward.

THE OPPORTUNITY: LEAD \& TRANSFORM AT SCALE

We are seeking an exceptional, operationally-minded Director of Customer Success to spearhead the implementation of our High-Impact Tutoring programs. This is a demanding yet incredibly rewarding leadership role, where you will be instrumental in managing district and school partnerships with excellence while cultivating new opportunities to elevate the Chapter One customer experience.

You will be responsible for the comprehensive management and operational oversight of a large, distributed team of 50-75 part-time Early Literacy Interventionists (ELIs). This role demands a relationship-driven leader with a proven track record in customer success, masterful communication skills, and a deep understanding of scaling program operations and people management remotely.

Role Details

• Job Type: Remote, Full-time, Exempt position
• Location: Preferred location in San Francisco to support collaboration with school sites and district partners.
• Travel: Ongoing local travel will be required, with frequency dependent on proximity to the schools in the districts you are supporting in San Francisco . Occasional domestic travel will be required for team meetings, district engagements, and strategic initiatives.
• Salary: $65,000 – $80,000 based on experience and location

YOUR IMPACT: KEY RESPONSIBILITIES

As our Director of Customer Success, you will drive operational excellence and foster a high-performing team to deliver life-changing literacy programs. Your core responsibilities include:

Strategic Program Implementation \& Operations

• In collaboration with the Instructional Coaching team, provide strategic and operational oversight to ensure the successful, high-fidelity implementation of Chapter One’s High-Impact Tutoring program.
• Develop, streamline, and implement robust budget, equipment, and general operations systems to efficiently support our nationwide High-Impact Tutoring programs.
• Monitor ELI compliance with contract expectations and data reporting requirements, ensuring program integrity and impact.
• Drive continuous process improvement initiatives across program operations to enhance efficiency, quality, and scalability.
• Co-facilitate critical beginning, middle, and end-of-year meetings with district and school leadership to discuss implementation health and student progress.
• Deliver concise implementation updates and strategic insights to Senior Director of Implementation.

Large-Scale People Operations \& Team Leadership

• Lead, manage, and develop a high-performing team of remote part-time Early Literacy Interventionists (ELIs) throughout their entire employment lifecycle. This includes recruitment, comprehensive onboarding, precise daily scheduling and time tracking, ongoing performance management, continuous professional development, recognition, and off-boarding.
• Pioneer, streamline, and optimize robust people operations, communications, monitoring, and reporting systems tailored to support a large, geographically dispersed ELI team, including delivery of accurate operational and team performance reports.
• Foster a culture of excellence, engagement, and continuous improvement within your team.

Strategic Relationship Management \& Growth

• Build and maintain strong, lasting relationships with key external stakeholders, including district leadership and school administration.
• Collaborate cross-functionally with our Support, People Operations, and Sales teams to develop comprehensive implementation and communications plans, ensuring effective and timely program delivery throughout the contract lifecycle.

MINIMUM QUALIFICATIONS

• Education: Bachelor’s Degree required (Business, Education, or Human Resources specialization preferred).
• Passion: Deeply passionate about education and profoundly motivated to help school districts succeed in their literacy goals.
• Experience:
• 5+ years of progressive experience in an educational setting, project management, large-scale team development, or customer success.
• Minimum of 3+ years of direct experience managing and developing large, distributed teams (50+ individuals), with a strong understanding of HR processes (hiring, performance management, scheduling, and time tracking).
• Data-Driven: Skilled at leveraging data to track implementation health, proactively identify risks, and drive informed, proactive interventions and operational reporting.
• Exceptional People Leader: A proven and effective manager, adept at coaching cross-functional collaborators, providing clear guidance, and fostering the growth of diverse team members.
• Masterful Communicator: Exceptional verbal and written communication skills with the ability to tailor messaging for diverse audiences, navigate complex conversations with professionalism, and convey empathy.
• Strategic Relationship Builder: Proven track record in cultivating and managing complex relationships with both internal and external stakeholders.
• Operational Powerhouse: Exceptionally organized, self-motivated, and highly adaptable in a fast-paced, dynamic environment. You can lead strategic initiatives while executing with meticulous precision and driving continuous process improvement.
• Travel: To support our school sites effectively, this role may involve travel to sites in and around your assigned region; therefore, reliable transportation is a requirement. Occasional travel outside of the region will also be required for in-person meetings and broader support.
• Background Check: Must successfully pass a Chapter One background check.

Equal Opportunity Employer Chapter one is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.