Build, mentor, and lead a high-performing, cross-functional regional team comprising Customer Success Managers (CSMs), Digital Success Managers (DSMs), CS/PD Directors, and a network of contingent/contract workers toward outcomes for a high volume of small accounts
Lead a large team through an evolving process, tooling, and coverage models utilizing differentiated approaches (pooled/one to many) for various individuals and our smallest customers
Set the strategic direction for regional operations, ensuring alignment between the commercial goals (retention, revenue growth) and pedagogical goals (implementation fidelity, student outcomes)
Direct the hiring, onboarding, and continuous development of full-time staff and the contingent workforce
Oversee the execution of the entire small contract, high-volume post-sales lifecycle
Partner with regional leaders to ensure timely, high-quality delivery of PD services across all customer segments
Drive regional revenue growth by securing high renewal rates, identifying expansion opportunities, and increasing customer lifetime value (CLTV)

Bachelor’s Degree or equivalent related work experience
10+ years of management and operations experience, with at least 5 years leading/growing teams in Customer Success, Professional Services, or a related field
Proven track record of managing large teams (20+ direct/indirect reports, managing through layers) and complex workforce structures (including contingent/contract workers)
8+ years of experience in small account management, customer success, or educational leadership with a focus on scaled customer engagement models, forecasting renewals, retention and lifecycle management for capacity at scale
3+ years of designing or operating pooled, tech-touch, or hybrid models for small or high-volume accounts
Demonstrated experience developing and managing significant budgets, with a track record of optimizing spend and delivering ROI
Strong experience and proficiency with Gainsight, Salesforce, and Google Workspace to drive renewals and manage capacity at scale
Exceptional written and oral communication skills, with the ability to influence and collaborate with customers, cross-functional teams, and C-suite executives.

Regional Vice President, Customer Success and Development – Inside/Small Accounts

Key skills