Leads the end-to-end customer experience for faculty, students, and bookstore partners, including implementation, onboarding, adoption, support, retention, renewal, and partner service. Oversees customer journey strategy, service standards, support operations, customer health, reporting, Planhat administration, and voice-of-customer programs. Builds scalable processes, leads customer-facing teams, manages strategic initiatives, and collaborates with Product, Sales, Marketing, Operations, and Technology to improve satisfaction, adoption, loyalty, and customer value.