Head of Customer Experience, Engagement & Community

About the role

BrainPOP is seeking a Head of Customer Experience & Engagement to design and lead the company's end-to-end educator experience strategy. This leader will build the systems, programs, and cross-functional alignment that ensure every educator, from first interaction to power user, can successfully integrate BrainPOP into their classroom and realize its full value. This is not a traditional customer success or support role. On Day 1, this leader drives BrainPOP's Activation & Utilization, Customer & Implementation, Customer Support, and Community Engagement teams, uniting them as one proactive, strategic engine that drives activation, rostering adoption, meaningful classroom integration, and educator advocacy. Customer Support serves as the fastest line of response to educators and as strategic load relief for Customer Success. Working in close partnership with the Head of Implementation Strategy, who defines BrainPOP's evidence-based implementation models, this role builds the systems, programs, and cross-functional alignment that bring those models to life for every educator. You will operate at the intersection of Product, Marketing, Sales, Customer Success, Professional Development, and Community, creating a connected experience that drives adoption, engagement, retention, and advocacy. At its core, this role exists to ensure BrainPOP doesn't just deliver content, it delivers confidence, impact, and momentum for every educator.