Director, Customer Success – Central Region

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement strategies for customer retention, adoption, and value realization across key portfolios.

• Lead and expand a multi-tiered team comprising Customer Success Managers and People Managers.

• Establish proactive, value-centric customer success methodologies.

• Create frameworks for customer health and value realization throughout the PowerSchool portfolio.

• Act as the primary escalation point for high-risk or high-value accounts at the executive level.

• Forge peer-level relationships with C-suite executives and sponsors at vital customer organizations.

• Advocate for the Voice of the Customer with Product and Engineering leadership.

• Conduct intricate Executive Business Reviews alongside Sales leadership.

• Manage SaaS performance indicators such as Gross Revenue Retention (GRR) and customer lifetime value.

• Collaborate with Sales leadership to co-develop go-to-market strategies and renewal plans.

• Monitor SaaS adoption and usage metrics, and develop risk mitigation strategies.

• Enhance forecasting accuracy and portfolio predictability through operational assessments.

• Design and refine customer engagement models, segmentation strategies, digital touchpoints, and lifecycle playbooks.

• Improve the hygiene of CRM and Customer Success Platforms, success planning, and executive dashboards.

• Work in partnership with Professional Services, Support, Finance, and Product to optimize workflows.

• Recruit, nurture, mentor, and motivate Customer Success personnel and people managers.

• Spearhead organizational design, change management, scaling, maturity, and career advancement initiatives.

• Cultivate a transparent, accountable culture centered on customer outcomes and innovation.

⛳️ Requirements

• A Bachelor’s degree is mandatory; an MBA or advanced degree is preferred.

• Over 10 years of experience in Customer Success, Strategic Account Management, GTM Leadership, or Management Consulting within SaaS or technology sectors.

• A minimum of 5 years of direct experience in people management.

• At least 3 years of experience managing other people managers or leading a large, multi-tiered team.

• Proven success in managing extensive strategic portfolios with significant revenue responsibilities, typically exceeding $100M ARR.

• Expertise in enterprise SaaS Customer Success methodologies, including value discovery frameworks, strategic alignment, health-scoring models, and customer lifecycle management.

• Strong financial understanding of SaaS economics, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Lifetime Value (LTV).

• Proficient in managing large, matrixed, multi-layered organizational structures and complex change management projects.

• Advanced knowledge of contemporary Customer Success technology stacks, such as Salesforce, Statisfy, Certinia, and Power BI tools.

• Excellent executive presence and communication abilities.

• Exceptional analytical skills.

• Strong commercial and negotiation skills.

• Ability to act as a trusted strategic advisor to internal executive teams and enterprise customer boards.

• Capability to thrive in uncertain environments and lead during periods of rapid hyper-growth or transformation.

• Proficiency in uniting Product, Sales, Support, and Services teams around shared customer objectives.

• Willingness to travel up to 30%.

• Experience in K-12 education technology or the public sector is advantageous.

🏝️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance, and Accidental Death & Dismemberment).

• Flexible Spending Accounts and Health Savings Accounts.

• Short-Term and Long-Term Disability options.

• Robust 401(k) plan.

• Generous Parental Leave policy.

• Unrestricted paid time off, referred to as Discretionary Time Off (DTO).

• Wellness Program that includes ClassPass and an Employee Assistance Program.

• Tuition Reimbursement opportunities.

• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program, and Prepaid Legal coverage.