Senior Director, Customer Success

Role Overview

• Lead, mentor, and develop a team of 5 Customer Success Managers
• Establish clear performance expectations, KPIs, and career growth plans
• Foster a high-performance, outcomes-driven, and collaborative culture
• Define and execute a Customer Success strategy focused on product adoption, value realization, and customer health
• Build and scale frameworks for one-to-one and one-to-many engagements
• Ensure consistent delivery of measurable outcomes aligned to customer goals
• Establish clear roles, responsibilities, and engagement models between CSMs and Account Managers
• Partner closely with AM leadership to deliver a unified customer experience across the lifecycle
• Create joint account planning processes that align success plans with commercial strategy
• Support AMs by providing insights on product usage, adoption risks, and value realization to inform renewals and growth conversations
• Contribute to revenue retention by driving adoption and reducing churn risk
• Identify at-risk accounts and partner with Account Managers on mitigation and recovery strategies
• Enable expansion opportunities through demonstrated customer value and strong product adoption
• Develop scalable processes, playbooks, and success methodologies
• Leverage data and analytics to track customer health, engagement, and outcomes
• Optimize use of CRM and Customer Success platforms
• Partner with Product, Sales, Marketing, Professional Services, and Support to align on customer needs and feedback
• Act as the voice of the customer to influence product roadmap and priorities
• Collaborate on go-to-market strategies and customer communications

Requirements

• Customer-first mindset with a focus on outcomes and value realization
• Experience building and scaling Customer Success processes and teams
• Proven track record of improving adoption, customer health, and retention metrics
• Strong leadership and coaching abilities
• Excellent communication and executive stakeholder management skills
• Ability to collaborate and influence across functions, especially Account Management, Support, and Professional Services
• Strong strategic thinking paired with hands-on execution ability
• Familiarity with CRM and CS tools and data-driven decision making
• 8–12+ years of experience in Customer Success, Account Management, or related roles
• 5+ years of people management experience, preferably leading CSM teams.

Benefits

• Remote first workplace!
• Rewards and recognition programs
• Learning and development opportunities
• Ability to make a difference every day for universities trying to grow and students trying to learn!