SAM Labs

Compensation

Full Description

About SAM Labs At SAM Labs, we believe every child deserves the opportunity to prosper in the world through education. Our mission is to equip 100 million children with computational thinking skills to increase their social and economic mobility. We partner with schools and educators around the world to deliver 21st century knowledge, skills, and behaviours through hands-on STEAM and computer science education across K–12. We’re building a world where every student is prepared for the real world, and every school embraces leading practices in Science and Computer Science. If you’re passionate about impactful education and want to help us scale learning that truly prepares students for their futures — we’d love to hear from you. Compensation: $220k OTE ($150k base + $70k variable) + Equity Location: Remote (U.S.) | Travel: Up to 50% during busy periods, typically 33% Reports to: CEO SAM Labs is seeking a driven, commercially minded VP of Customer Success to lead a growing team and elevate the experience of thousands of schools using our STEAM and coding solutions. Our ARR has tripled in 2024 and is set to almost double again in 2025, creating a massive book of business for Customer Success to protect, expand, and delight. The Role You will own retention, expansion, and customer health across the U.S. with potential to expand internationally. You will lead a team of seven, including five Customer Success Managers, one Onboarding and Training Specialist, and one Customer Support Technician. You will bring operational excellence, data-driven rigor, and a hands-on approach to every stage of the customer journey, from onboarding through renewal. You will work cross-functionally with New Business, Product, Operations, and Finance to drive renewal strategy, streamline systems, and surface insights that inform pricing, product improvements, and expansion plans. Key Responsibilities • Own renewals and expansions across U.S. school districts and drive net revenue retention above 120% Logo churn below 5%, Time-to-Value 30 days • Lead and scale a high-performing Customer Success team, building structure, processes, and accountability systems that support growth. • Manage Support and Implementation functions to ensure seamless onboarding and quick time-to-value for all new customers. • Build and maintain executive relationships with district leaders, representing SAM Labs in high-stakes renewal and advocacy meetings. • Own the US-existing-customer-base P&L, strategizing with margins, marketing ROI, Opex, team productivity, etc., to ensure market contribution. • Analyze customer and pricing data to inform renewal strategies and margin quality. • Oversee customer education and professional development programs that increase adoption and long-term value. • Establish and track customer health metrics to address churn risks and identify opportunities for expansion. • Customer Marketing: Managing all customer communications from product & software updates, to newsletters and upselling campaigns. Ideal Profile • 5+ years of leadership experience in Customer Success within EdTech SaaS or a related subscription business (if so, K12 experience is preferred). • Understanding of school district dynamics, renewals, and procurement processes. • Hands-on, data-driven operator who dives into deal history, pricing changes, and margin details. • Fluency in CS Tools (eg. Totango) and leveraging CS Ops. • Proven ability to lead through metrics and build scalable systems. • Strong executive presence with the ability to influence across functions and present to the board. • Team player able to partner with other front office departments as well as back office. • Growth mindset, introspective, empathetic, and relentlessly customer-focused.