Director, Customer Success
Skills
- Proven experience building and running scaled/tech-touch CS programs (email automation, digital journeys, webinars).
- Strong familiarity with CS systems such as Gainsight, Salesforce, ChurnZero, HubSpot, Totango, and product analytics tools like Pendo.
- Data-driven program design and analytics to measure adoption, health, and retention.
- Experience leading and coaching managers and individual contributors in pooled or digital success models.
- Cross-functional collaboration with Product, Marketing, Sales, and Enablement to align GTM and customer journeys.
- Operational and process design skills to build playbooks, automation, and documentation at scale.
- Excellent communication and stakeholder management skills.
Responsibilities
- Design and execute a scaled, tech-touch customer success strategy for North American education accounts.
- Manage, coach, and develop a pooled team of success/program managers focused on usage enablement, success planning, and risk mitigation.
- Build and optimize workflows, playbooks, and risk intervention models to standardize and scale delivery.
- Partner with Marketing, Product, Sales, and Enablement to deliver integrated onboarding, engagement campaigns, and customer journeys.
- Define and execute segmentation, usage stimulation, and just-in-time digital touchpoint strategies.
- Leverage data and customer feedback to iterate on scalable success programs that improve retention and unlock expansion.
- Drive operational excellence through automation/AI, tooling (e.g., Gainsight, Salesforce, Pendo) and process improvements.
- Monitor KPIs (retention, health scores, engagement) and use leading indicators to forecast impact and drive accountability.
- Act as a customer advocate internally to surface systemic product and experience opportunities.
Education
- Bachelor’s degree or equivalent preferred (Education, Business, or related field).
- Advanced degree in a related discipline is a plus but not required.
- Relevant professional experience may substitute for formal education.
Benefits
- Competitive salary with bonus opportunities
- Flexible work schedules and remote-first environment
- Comprehensive health and wellness benefits
- Flexible time off plans
- Career growth through development programs and internal mobility
- Collaborative, mission-driven culture
- Drug-free workplace and Equal Opportunity Employer policies
Average salary estimate
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