Director, Customer Success Management

Kuali, Inc. is a software solutions provider for higher education, helping colleges and universities reduce administrative costs. They are seeking a Director of Customer Success Management to lead their CSM team, engage strategic accounts, and drive retention and expansion efforts within the portfolio.

Responsibilities:

• Lead, coach, and develop a team of CSMs
• Carry a book of strategic accounts alongside the team
• Own GRR and NRR performance across the CSM portfolio — the team is accountable for delivering world-class retention and expansion at Kuali
• Build and own Kuali's tech-touch motion, including health scoring, renewal alerts, and automated engagement tracks
• Define account segmentation criteria and manage ongoing tier assignments as the portfolio evolves
• Grow the pool of referenceable customers across the portfolio
• Represent CS in cross-functional conversations with Product, Services, and Support on customer-impacting issues
• Surface portfolio-level intelligence to leadership, including trend signals, renewal risk, and expansion pipeline

Requirements:

• 8+ years in customer success, with at least 4 years managing a CSM team in an enterprise B2B SaaS environment
• Owning a book of complex, multi-stakeholder enterprise accounts, ideally in higher education, government, or similarly compliance-oriented verticals
• Hands-on work with CS platforms — the ability to build, not just use them
• Building repeatable CS motions: segmentation, health scoring, QBR frameworks, and renewal playbooks
• Applying AI tools to day-to-day work: drafting, research, synthesis, meeting preparation, or workflow automation
• Operating in a multi-product environment where accounts hold different product combinations and require individualized approaches
• You align with Kuali's values: You model curiosity, openness, accountability, and a commitment to delivering amazing experiences
• You're a resourceful executor: You take broad vision, collaborate on strategic priorities, and own the steps required to make it real, from planning to hands-on implementation
• You're calm under pressure: You can handle shifting priorities, ambiguity, and fast-changing situations with resilience
• You're collaborative and influential: You build trust quickly and communicate clearly across all levels of the organization
• You're organized and detail-oriented: You can manage multiple projects at once without losing sight of the big picture
• You thrive in remote environments: You know how to create alignment and connection across distributed teams
• You roll up your sleeves: You're comfortable being the ‘doer of last resort' in a resource-constrained environment
• You have a broad experience: You've independently led multi-disciplinary projects in resource-constrained environments where the buck stopped with you