Director, Customer Success

Role Overview

Serve as the primary executive point of contact for assigned large and enterprise partners, owning the overall health, retention, and growth of each relationship. Develop and execute account success plans aligned to partner goals, testing programs, and long-term strategy. Build and maintain strong relationships with key stakeholders and decision-makers to ensure alignment, satisfaction, and advocacy. Sustain and grow exam volume across all assigned accounts through proactive engagement and value delivery. Identify client risk and mitigate and advocate working cross functionally to resolve customer concerns Set and manage partner expectations, addressing risks and issues before they impact outcomes. Forecast revenue and exam volume for a rolling twelve-month period, providing visibility and predictability to the business. Ensure high-quality, consistent delivery across all services by coordinating closely with internal operations, technology, and service teams. Leverage data to guide conversations, demonstrate value, and inform strategic decisions. Use performance trends and customer insights to proactively optimize testing programs and partner outcomes. Partner closely with the Sales and Account Management team to align on account strategy, pipeline, renewals, and expansion opportunities. Represent Meazure Learning at client meetings, industry events, and conferences to strengthen relationships and elevate Meazure’s brand. Serve as a senior resource for the Customer Success team, providing guidance and support on complex accounts and escalations. Act as a trusted advisor to both customers and internal stakeholders across the organization.

Requirements

Approximately 3-5 years’ experience in a customer service role Strong written and verbal communication skills required. Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite Outstanding relationship and rapport building abilities. The ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining a profound attention to detail. Able to discern the difference between situations that require escalation, those that require immediate attention without escalation, and those that are important but not immediate. Professional character that represents Meazure Learning’s brand and service standards well Is patient with and respectful of people and processes. Tries to understand the people and the data before making judgments and acting. Expresses sensitivity and empathy when appropriate. Skilled at troubleshooting with a logical, systematic approach Willing to travel at least 10% to visit accounts.

Benefits

Competitive Salary Exceptional Benefits: 401(k) plan with company matching & immediate vesting schedule (100% of the 1st 3% and 50% of the next 2%) BCBS Health, Dental, & Vision Insurance with generous employer funding for employees and dependents Generous flexible time off approach Professional development Remote and hybrid first organization Great working environment with a team of exceptional people