Fast Facts

The Director of Customer Success will lead and scale the Customer Success function focusing on student engagement, ensuring high customer value realization, retention, and expansion while managing a data-driven team.

Responsibilities: Responsible for customer retention, renewal, and expansion outcomes; leading a team of Customer Success Managers; establishing customer success strategy and metrics; collaborating with Sales and other departments; and handling customer escalations and success metrics optimization.

Skills: 8+ years in B2B SaaS Customer Success or Account Management; strong people management; analytical skills; experience with CS platforms such as Gainsight or ChurnZero; and excellent communication and coaching skills.

Qualifications: Proven track record in retention and expansion; experience with Enterprise customer segments; and a collaborative leadership style with a focus on continuous improvement.

Location: Remote, US

Compensation: Not provided by employer. Typical compensation ranges for this position are between $120,000 - $180,000.

Director of Customer Success

Location: Remote, US

Department: Customer Success

Reports to: CCO

Purpose

The Director of Customer Success is responsible for leading and scaling the Customer Success function for our student engagement line of business. This role ensures customers realize value from the platform, renew at high rates, and expand over time while building a high-performing, data-driven CS team.

Mission & Goals

• Own customer adoption, value realization, retention, and expansion performance
• Define Customer segmentation, engagement, and operating models for CSMs to maximize Net Retention performance
• Lead and develop Customer Success Managers to set the standard of a best-in-class Customer Success organization
• Establish scalable, repeatable customer success motions
• Act as the internal voice of the customer and be the center of customer advocacy
• Partner cross-functionally to improve the end-to-end customer experience
• Use data and insights to proactively manage customer health and outcomes

Responsibilities

• Lead, coach, and manage a team of Customer Success Managers 
• Own customer retention, renewal, and expansion outcomes across segments
• Set customer success strategy, segmentation, and engagement models
• Establish success metrics, health scores, and operating rhythms
• Partner with Sales on handoffs, renewals, and expansion opportunities
• Collaborate with Product, Support, and Marketing to address customer needs and feedback
• Identify churn risks and drive proactive mitigation strategies
• Scale processes, playbooks, and tooling to support growth
• Build strong relationships with key Customer decision makers and act as a point of escalation as needed

Main Tasks

• Review and optimize customer lifecycle metrics, health models, playbooks, renewal process
• Review customer health, adoption, and retention metrics
• Guide capacity planning, headcount modeling, and budget management
• Forecast retention and upsell performance, and cross-sell performance in partnership with sales
• Present CS performance and insights to executive leadership
• Champion customer-centric decision-making across the company
• Establish operational standards that ensure accurate documentation of customer success plans
• Support CSMs in complex customer situations and escalation
• Recruit, hire, onboard, and manage a team of best-in-class CSMs

Qualifications

• 8+ years of B2B SaaS Customer Success or Account Management experience
• 3+ years of people management experience
• Proven track record of driving retention and expansion
• Experience leading Enterprise customer segments and executing on complex renewals
• Strong analytical, communication, and coaching skills
• Experience with CS platforms (e.g., Gainsight, ChurnZero), CRM systems, and usage analytics a plus
• Ability to balance strategic thinking with hands-on execution
• Collaborative leader with a bias toward action and continuous improvement