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 experience
• 3–6 years of experience in one or more of the following areas: Customer success or customer support in a SaaS environment
• Product support or technical customer care
• EdTech platform support or implementation
• Strong written communication skills with the ability to clearly explain software functionality to non-technical users
• Demonstrated ability to troubleshoot product issues and guide users through solutions
• Experience using SaaS platforms and help desk tools
• Strong organizational skills and ability to manage multiple customer issues simultaneously
• Customer-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 applications.
• Experience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar tools
• Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows
• Experience creating help center documentation or knowledge bases
• Ability to reproduce bugs and clearly document technical issues