Director, Customer Success

This role is not eligible for sponsorship. Only US Work Authorized candidates will be considered for this role.

Job Summar

y
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 lifecycl

e.
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 grow

t

h.
Essential Functi

o

• ns: Achieve annual renewal and expansion revenue targets; lead proactive outreach to at-risk or low-usage accou
• nts.Define and execute the strategic vision for Customer Success aligned with business objecti
• ves.Lead the continued evolution of renewal playbooks focused on improving customer satisfaction, platform adoption, and renewal outco
• mes.Proactively identify and address risks of non-renewal or disengagement through targeted outreach and usage campai
• gns.Collaborate with Sales to maximize cross-sell and upsell opportunit
• ies.Build and mentor a high-performing, customer-focused team; manage hiring, coaching, and performa
• nce.Lead customer account reviews and ensure clients meet success milestones and K
• PIs.Resolve escalated client issues with speed and professional
• ism.Collaborate cross-functionally with Sales, Product, Marketing, and Support to align strategies and provide critical feedb
• ack.Monitor and report on customer health, usage trends, satisfaction, and retention K

P

Is.
Knowledge, Skills & Abil

• ities
  Proven experience in SaaS customer success, customer lifecycle management, and account rete
• ntion.Demonstrated high performance with achievement of goals and sales r
• esultsKnowledge of the education technology landscape and current industry t
• rends.Strong analytical, reporting, and problem-solving s
• kills.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-m
• aking.Proficiency in CRM systems (e.g., Salesforce), productivity tools, and virtual collaboration plat
• forms.Experience delivering presentations, training, customer facing me
• etingsAccurate documentation and data management capabil

ities.
Core Compe

• tencies
  Exceptional written and verbal communication
• skills.Customer-first mindset with strong relationship-building capab
• ilities.Strategic thinking paired with operational exc
• ellence.Strong organizational and time-management skills across multiple client a
• ccounts.Collaborative leadership with a focus on team development and cross-functional in
• fluence.Flexibility and adaptability in response to changing customer needs and business pri
• orities.Results-driven with a focus on KPIs such as NRR, retention, and satis

faction.
Key Accountabilitie

• s/Metrics
  Renewal Rate Metrics: Renewal rate, NRR, GRR, Customer churn rate, logo
• retentionCustomer Satisfaction and Health Metrics (future); CSAT, Heath
• score, TTVOperational & Team; Forecast accuracy, productivi

ty metrics
Minimum Qua

• lifications
  College degree in Business, Education, or a re
• lated field.Minimum of 2 Years experience in a s