Director, Customer Success (West)
Skills
- Proven people leadership and team development in Customer Success or Account Management
- Strong retention, renewal, and expansion track record
- Experience managing escalations and complex customer relationships
- Proficiency with customer success platforms (Gainsight, Salesforce, ChurnZero, Totango)
- Data-driven forecasting, customer health monitoring, and operational rigor
- Excellent communication and cross-functional collaboration skills
Responsibilities
- Lead, coach, and develop a high-performing regional team of Customer Success Managers supporting K–12 and higher education accounts across the West.
- Drive consistent delivery of onboarding, adoption, renewal, and expansion motions aligned to global frameworks and KPIs.
- Own regional retention, renewal, and CSQL goals using data-driven forecasting and performance management.
- Monitor customer health, manage escalations and high-visibility accounts to resolution.
- Partner with Sales, Marketing, Product, and Professional Learning to align customer journeys and surface the voice of the customer.
- Champion adoption and expansion initiatives informed by usage data, feedback, and success planning.
- Contribute to playbook development, operational efficiency, and systems optimization (e.g., Gainsight, Salesforce).
- Foster a culture of collaboration, curiosity, continuous improvement, and model Everway’s leadership principles.
Education
- Bachelor’s degree in Education, Business, or related field (or equivalent experience)
- Advanced degree (MBA, M.Ed, or related) preferred
Benefits
- Competitive salary with bonus opportunities
- Flexible work schedules and fully remote work model
- Comprehensive health and wellness benefits
- Flexible time off plans
- Career growth and development programs
- Collaborative, mission-driven culture
- Drug-free workplace and equal opportunity employer policies
Average salary estimate
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