Job Summary

 

The Director of Customer Success is responsible for leading a team of Customer Success Managers across diverse markets, with a primary focus on driving high customer retention, renewal performance, and revenue expansion. This role will oversee the execution of strategies that deepen customer engagement, ensure product adoption, and identify opportunities for cross-sell and upsell across the customer lifecycle.

 

The Director will play a key role in scaling customer success operations, optimizing team performance, and aligning closely with Sales, Product, and Marketing to ensure a seamless customer experience that fuels long-term growth.

 

Essential Functions:

 

  • Achieve annual renewal and expansion revenue targets; lead proactive outreach to at-risk or low-usage accounts.
  • Define and execute the strategic vision for Customer Success aligned with business objectives.
  • Lead the continued evolution of renewal playbooks focused on improving customer satisfaction, platform adoption, and renewal outcomes.
  • Proactively identify and address risks of non-renewal or disengagement through targeted outreach and usage campaigns.
  • Collaborate with Sales to maximize cross-sell and upsell opportunities.
  • Build and mentor a high-performing, customer-focused team; manage hiring, coaching, and performance.
  • Lead customer account reviews and ensure clients meet success milestones and KPIs.
  • Resolve escalated client issues with speed and professionalism.
  • Collaborate cross-functionally with Sales, Product, Marketing, and Support to align strategies and provide critical feedback.
  • Monitor and report on customer health, usage trends, satisfaction, and retention KPIs.

 

 

Knowledge, Skills & Abilities

 

  • Proven experience in SaaS customer success, customer lifecycle management, and account retention.
  • Demonstrated high performance with achievement of goals and sales results
  •  Knowledge of the education technology landscape and current industry trends.
  • Strong analytical, reporting, and problem-solving skills.
  • Proficient in Excel (pivot tables, VLOOKUP, formulas, charts) and other reporting tools to create clear, concise dashboards and performance reports that drive data-informed decision-making.
  • Proficiency in CRM systems (e.g., Salesforce), productivity tools, and virtual collaboration platforms.
  • Experience delivering presentations, training, customer facing meetings
  • Accurate documentation and data management capabilities.

 

Core Competencies

 

  • Exceptional written and verbal communication skills.
  • Customer-first mindset with strong relationship-building capabilities.
  • Strategic thinking paired with operational excellence.
  • Strong organizational and time-management skills across multiple client accounts.
  • Collaborative leadership with a focus on team development and cross-functional influence.
  • Flexibility and adaptability in response to changing customer needs and business priorities.
  • Results-driven with a focus on KPIs such as NRR, retention, and satisfaction.

 

Key Accountabilities/Metrics

 

  • Renewal Rate Metrics:  Renewal rate, NRR, GRR, Customer churn rate, logo retention
  • Customer Satisfaction and Health Metrics (future); CSAT, Heath score, TTV
  • Operational & Team; Forecast accuracy, productivity metrics

 

Minimum Qualifications

 

  • College degree in Business, Education, or a related field.
  • Minimum of 2 Years experience in a similar role.
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