Associate Director of Customer Success

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Take ownership of retention and growth objectives for a designated group of Upswing partners, which includes managing a personal portfolio.

• Act as a reliable advisor to institutional leaders, ensuring Upswing services are aligned with partner objectives related to student success, equity, and retention.

• Identify and pursue opportunities for expansion in collaboration with Sales, Product, and Marketing teams.

• Lead discussions on renewals and play a role in forecasting and revenue planning.

• Proactively handle risks by addressing any issues related to adoption or satisfaction.

• Enhance engagement and usage of Upswing services within partner institutions.

• Analyze usage patterns, outcomes, and trends to uncover opportunities for improvement, growth, and impact.

• Create and implement engagement strategies with HEROs.

• Convert data and insights into narratives for partners and executive-level updates.

• Oversee, mentor, and develop a team of HEROs.

• Establish expectations, goals, and performance metrics linked to retention, expansion, and engagement.

• Assist HEROs in strategic account planning, executive communication, and problem resolution.

• Promote accountability, teamwork, and ongoing improvement.

• Collaborate with Sales, Marketing, Product, and Operations throughout the onboarding, renewal, and expansion processes.

• Provide feedback from partners to guide product development, service improvements, and go-to-market strategies.

• Contribute to customer success processes, playbooks, and reporting.

⛳️ Requirements

• 5–7 years of experience in customer success, account management, or client services.

• Preferably, experience in the ed tech, SaaS, or higher education sectors.

• At least 3 years of experience in people management.

• Proven track record of building high-performing teams.

• Experience managing revenue outcomes, including renewals and expansions within an existing customer base.

• Strong data literacy with the capability to interpret usage and outcome data.

• Excellent communication skills, particularly with senior-level stakeholders.

• A deep passion for higher education, student success, and equity-driven solutions.

• Must be authorized to work in the United States.

• Please note that Upswing does not provide visa sponsorship.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and growth.

• Collaborative and inclusive work environment.