Director of Customer Success, Test Prep

About The Princeton Review

The Princeton Review is a leading tutoring, test prep, and college admission services company. Every year, it helps millions of college- and graduate school–bound students achieve their education and career goals through online and in-person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House. The company’s Tutor.com brand is one of the largest online tutoring services in the U.S. It comprises a community of thousands of tutors who have delivered more than 28 million one-to-one tutoring sessions. The Princeton Review is headquartered in New York, NY. Follow the company on LinkedIn, YouTube, and Instagram.

About the Position

The Director of Customer Success, Institutional Test Prep Programs, leads a team of Customer Success Managers supporting institutional partners across the K–12 and graduate markets. This role ensures excellence in client relationships, team performance, and program outcomes for schools, districts, and universities utilizing The Princeton Review’s test preparation solutions, including SAT, ACT, GRE, GMAT, LSAT, MCAT, and more.

The Director also manages select key accounts, overseeing onboarding, engagement, measurable outcomes, and renewals. This role is integral to The Princeton Review’s mission of expanding access and supporting student success through institutional partnerships.

What You’ll Do

Strategy & Execution

- Develop and implement CS strategies that drive satisfaction, retention, and growth across institutional test prep programs.

- Partner cross-functionally with Sales, Product, Operations, Implementation, and Marketing to enhance customer experience and ensure seamless program delivery.

- Partner with the Director of Sales, Institutional Test Prep Programs, on strategic account planning, renewal forecasting, and growth initiatives to ensure seamless coordination between pre-sale and post-sale teams.

- Partner with the VP of Customer Success to align team initiatives with company-wide strategic goals.

- Build a plan with the Implementation and Product teams to launch single sign-on and other edtech integration standards for K–12 and higher education partners.

- Work cross-functionally with Customer Success leadership to align strategies and build synergies across institutional markets, driving cross-sell and expansion opportunities.

Team Management & Leadership

- Lead, coach, and develop a high-performing Customer Success team supporting test preparation programs.

- Foster a culture of accountability, collaboration, and continuous learning across the Test Prep Customer Success team.

- Establish shared KPIs and reporting frameworks for CSMs to monitor account health, renewal pipeline, and client engagement.

- Work closely with the Director of Sales to ensure consistent communication, unified account strategy, and aligned messaging across all institutional relationships.

- Lead renewal management efforts across the teams to meet retention and growth goals.

Key Account Management

- Serve as a strategic advisor and primary contact for select key institutional partners, ensuring exceptional service delivery, proactive communication, and measurable student outcomes.

- Oversee the full customer lifecycle—from onboarding to engagement, renewal, and expansion.

- Build strong relationships with administrators and decision-makers to promote advocacy and long-term partnership growth.

Who You Are

- Bachelor’s degree and 7–10+ years of experience in customer success, client services, or account management—preferably in education, edtech, or test preparation.

- Strong record managing renewals and retention metrics that drive measurable client success; prior team leadership experience preferred but not required.

- Strategic thinker with the ability to translate data insights into actionable plans.

- Skilled communicator with exceptional presentation and relationship management skills.

- Proficient in CRM systems (Salesforce preferred), Microsoft Office, and Excel.

- Collaborative, proactive, and adaptable leader who thrives in cross-functional environments.

- Inclusive, solutions-oriented leadership style balancing vision with operational excellence.

- Experience fostering alignment with Sales and Customer Success leadership to drive shared customer outcomes and cross-sell opportunities.

- Experience with common edtech platforms and integration standards (e.g., single sign-on, LTI, or rostering) a plus.

- Willingness to travel up to 20% for client visits, trainings, and conferences.

- Experience with contracting and RFPs.

What We Offer

The Princeton Review is an equal employment opportunity employer. The Princeton Review’s policy is not to discriminate against any applicant or employee based on, and all qualified applicants will receive consideration for employment without regard to, race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, marital status, disability, military status, genetic information, or any other basis protected by applicable law. The Princeton Review also prohibits harassment of applicants or employees based on any of these protected categories. It is also The Princeton Review’s policy to comply with all applicable laws respecting consideration of unemployment status in making hiring decisions.

To Apply

Include your resume and a thoughtful cover letter addressed to the VP of Customer Success outlining how your skills and experience meet the qualifications for this role. The total compensation range for this position is [$71,000–$133,000]. The Princeton Review offers a competitive salary and benefits package commensurate with experience and skills.