Founding Customer Success Lead

About The Role

We’re hiring our first Customer Success Lead to help build out Scout’s customer service function. This is a true founding role with direct access to the Co-Founders, where your voice, ideas, and execution will materially shape how Scout grows.

What You’ll Do

• Maintain relationships with Scout schools, ensuring that they’re getting the service they need to keep their schools running
• Respond directly to, and triage, parent, teacher and student reported issues
• Keep customers updated on new Scout feature releases
• Travel to visit customers in person and ensure they’re satisfied with Scout
• Distill common issues and requests across customers, and surface those insights to the product team
• Maintain Scout’s knowledge base, and ensure customers can find the help they need quickly
• Automate Scout’s customer issue resolution to maintain prompt response times as the company scales
• Report directly to the CTO / Co-Founder, with regular access to leadership decisions, strategy discussions, and product direction
• Collaborate closely with founders, product, implementation, and sales to turn early wins into long-term reference customers

What We’re Looking For

• 3-5+ years of customer success experience
• Experience in enterprise SaaS customer success is strongly preferred
• Strong organizational skills
• A good product sense
• Comfortable operating with ambiguity
• Eager to play a part in shaping the CS playbook
• Ownership mindset and willingness to wear multiple hats

Bonus Points

• Prior experience as an early or first CSM hire
• Experience in SIS, EdTech, or compliance-driven software