Founding Customer Success Lead

Scout is an innovative technology company that stands at the forefront of transforming education management through its AI-native operating system designed specifically for schools. Their flagship product, Scout SIS, is a cutting-edge student information system (SIS) that functions as a comprehensive database for schools to store and manage student and staff data effectively. Understanding the pain points of legacy SIS products, Scout aims to revolutionize the education software landscape by addressing the inefficiencies and frustrations inherent in existing solutions. Traditional SIS providers, such as PowerSchool, have long dominated the market but often burden schools with inflexible, costly contracts and hidden fees that impede smooth operational workflows. Scout differentiates itself by automating complex back-office processes crucial to education institutions, including data validation, ensuring legal compliance, and managing government reporting requirements.

Backed by prominent investors like Reach Capital, Rethink Education, Y Combinator, and several successful founders from leading edtech companies, Scout is positioned as a disruptive force in education technology. Its mission centers around creating a highly efficient, interoperable data platform that empowers school districts to deliver superior instructional quality. Beyond just a management tool, Scout envisions fostering an ecosystem where next-generation educational software companies can thrive by building on their open operating system.

The role available at Scout is for the position of Customer Success Lead, a pivotal founding role crucial to shaping the company’s customer service function. This full-time role offers direct interaction with co-founders and the leadership team, providing a unique opportunity for individuals to influence Scout’s growth trajectory significantly. The Customer Success Lead will be instrumental in nurturing relationships with school customers, ensuring their operations run seamlessly through exceptional service and support. They will engage directly with various stakeholders, including parents, teachers, and students, triaging and resolving reported issues while serving as a reliable point of contact.

This position demands a proactive approach to maintaining customer satisfaction, including traveling to school sites to strengthen relationships and understand customer needs firsthand. Additionally, the Customer Success Lead will play a critical role in distilling and communicating customer feedback and recurring issues to the product development team—helping tailor Scout’s solutions to real-world challenges. They will also maintain and enhance Scout’s knowledge base to facilitate quick and easy customer self-service. Importantly, as the company scales, this role involves automating customer issue resolution to maintain prompt and efficient response times.

Collaboration is a cornerstone of this role, requiring close work with founders, product teams, implementation specialists, and sales personnel to convert early customer wins into lasting partnerships. Reporting directly to the CTO and co-founder, the Customer Success Lead will be deeply involved in strategic discussions and decisions that shape the company’s future. This position suits an individual with 3-5+ years of experience in customer success, ideally within enterprise SaaS, who thrives in dynamic environments where ambiguity is common and innovation is encouraged. Those with experience in EdTech, student information systems, or compliance-driven software will find this role especially rewarding.