CX & Product Success Lead,RDAI

About RDI Education

RDI Education builds practical, responsible technology solutions designed to improve teaching, learning, and school operations. Our first major product, Ethos Intelligence, is an AI-powered platform built for PK--12 teachers and students. RDI Education works closely with school systems and implementation partners to ensure its products are usable, effective, and grounded in real educational environments.

Why This Role Matters

The Customer Experience & Product Success Lead owns the customer experience after the sale. This person helps move accounts smoothly from sales into onboarding and deployment, serves as the primary point of contact for customer questions and issues, and ensures customer feedback leads to stronger product quality, usability, and support.

This role is both highly customer-facing and highly cross-functional. The right candidate will build trust with educators and school leaders, guide successful implementations, translate issues clearly to engineering, and proactively identify ways to improve the product and customer experience over time.

Position Summary

The Customer Experience & Product Success Lead manages the post-sale customer journey for RDI Education products, from transition out of the sales process through onboarding, deployment, support, and ongoing adoption. This person partners closely with the RDI General Manager and Head of Growth to ensure a smooth handoff once an account is won and may engage in late-stage sales or implementation planning before contract close when needed.

After launch, this role serves as the primary operational point of contact for customer questions, account issues, and support needs. The role combines onboarding, implementation coordination, customer support, and product feedback management. The ideal candidate is warm, proactive, organized, and able to translate customer pain points into actionable improvements for engineering, product, onboarding, and documentation.

Key Responsibilities

Sales-to-Onboarding Handoff and Deployment

• Partner with the RDI General Manager and Head of Growth to support smooth transition from sales into onboarding and implementation
• Participate in late-stage sales or pre-implementation conversations as needed to prepare for launch and deployment success
• Lead onboarding and deployment planning for new accounts, including goals, milestones, responsibilities, and timelines
• Build early relationships with school and district stakeholders and help customers prepare for successful launch
• Act as the internal and external quarterback for post-sale deployments

Customer Onboarding, Support, and Success

• Serve as the primary post-sale point of contact for customer questions, support needs, and account-related issues
• Guide customers through onboarding, early activation, and ongoing use of RDI Education products
• Support teachers, school leaders, and administrators in understanding how to use the platform effectively
• Monitor customer questions, usage patterns, and friction points to identify where intervention is needed
• Maintain responsive, upbeat communication that builds trust and confidence

Issue Resolution and Product Improvement

• Triage incoming issues and determine whether they should be solved through direct support, documentation, onboarding reinforcement, configuration, or engineering escalation
• Maintain clear issue-tracking, prioritization, and follow-up workflows
• Translate customer issues into precise bug reports, reproduction steps, and structured feedback for engineering and product teams
• Track recurring issues and identify broader opportunities to improve usability, workflows, onboarding, and customer experience
• Proactively recommend product and support improvements based on patterns observed across customer interactions
• Serve as an internal advocate for the customer perspective

Documentation and Support Operations

• Build and maintain help resources, onboarding guides, FAQs, and other support documentation
• Create lightweight enablement materials such as walkthroughs, micro-guides, and user tips
• Continuously improve self-service resources based on recurring customer needs
• Help establish scalable support processes, service standards, and internal operating procedures
• Recommend and help manage tools for support, documentation, and customer communication

Customer Insight and Market Awareness

• Develop a clear understanding of how customers experience RDI Education products relative to market expectations and competing tools
• Surface recurring customer needs, emerging expectations, and potential product gaps
• Help leadership and internal teams understand where the customer experience can be strengthened to improve adoption and retention

Qualifications

Required

• Bachelor's degree or equivalent professional experience
• 4--7 years of experience in customer success, product support, SaaS implementation, technical account management, product operations, EdTech platform support, or product management with meaningful customer-facing responsibility
• Strong customer-facing communication skills and ability to build trust with educators, school leaders, and administrators
• Excellent written communication skills, including the ability to translate customer issues into clear internal documentation for technical teams
• Experience managing post-sale customer relationships, onboarding, implementation, or deployment workflows
• Strong troubleshooting and problem-solving ability in a software environment
• Demonstrated ability to work cross-functionally with product, engineering, sales, and customer-facing teams
• Strong organizational skills and ability to manage multiple priorities at once
• Proactive mindset with the ability to identify patterns, anticipate friction, and recommend improvements
• Comfort working in a fast-moving environment where processes are still being built

Preferred

• Experience supporting or implementing PK--12 education technology products
• Experience working with AI-enabled or emerging technology products
• Experience creating knowledge bases, onboarding guides, or help center documentation
• Experience reproducing bugs and documenting issues clearly for engineering teams
• Experience with support or ticketing platforms such as Zendesk, Intercom, Help Scout, HubSpot, or similar tools
• Experience with customer onboarding, customer health, adoption tracking, or customer success operations
• Experience identifying UX issues and partnering on improvements to workflows or product usability
• Familiarity with APIs, integrations, prompt design, or SaaS troubleshooting workflows
• Experience in startup or early-stage product environments