Customer Experience & Product Success Lead

Position Overview RDAI Labs develops practical, ethical AI solutions for education through its flagship platform, Ethos Intelligence, which helps teachers, students, and school districts integrate AI into everyday learning. Our products are already supporting one of the largest K-12 school networks in the United States, serving more than 80,000 students, 5,000 teachers, and 100 schools, with continued growth ahead. As the Customer Experience & Product Success Lead, you will own the customer journey after the sale, from onboarding and product adoption to ongoing support and customer success. You will work directly with teachers, school leaders, and district technology teams to ensure they get the most value from Ethos Intelligence while serving as the bridge between customers and our Product and Engineering teams. This is a proactive, customer-facing role focused on building relationships, solving problems, improving support resources, and helping shape the future of our products through customer feedback. Requirements Bachelor's degree or equivalent experience3-6 years of experience in one or more of the following areas:Customer success or customer support in a SaaS environmentProduct support or technical customer careEdTech platform support or implementationStrong written communication skills with the ability to clearly explain software functionality to non-technical usersDemonstrated ability to troubleshoot product issues and guide users through solutionsExperience using SaaS platforms and help desk toolsStrong organizational skills and ability to manage multiple customer issues simultaneouslyCustomer-first mindset and commitment to high-quality user experiences Preferred Requirements: Experience working in or directly supporting the education sector (e.g., K-12 schools, districts, teachers, or students), with an understanding of how educators and administrators actually use software day to day Familiarity with AI tools or generative AI applicationsExperience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar toolsFamiliarity with prompt design, API integrations, or SaaS troubleshooting workflowsExperience creating help center documentation or knowledge basesAbility to reproduce bugs and clearly document technical issues Benefits Competitive base salary + performance incentivesProfessional development opportunities