Director, Customer Success – Support

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

📋 Description

• Oversee the post-sales customer organization for the Experiential Learning Cloud business unit.

• Implement a comprehensive post-sale strategy that includes implementation, onboarding, customer adoption, education, professional services, success initiatives, and support.

• Develop customer health metrics and initiate recovery strategies for accounts at risk.

• Collaborate with the Sales team on aspects such as adoption, renewals, expansions, net revenue retention, and gross revenue retention.

• Enhance implementation methods, onboarding guides, and success programs.

• Foster relationships with university leaders and key strategic stakeholders.

• Direct the customer support organization and set SLAs and KPIs for response times, quality, and issue resolution.

• Leverage AI and automation to minimize low-value tasks.

• Promote upskilling and reskilling within the team.

• Work with Product and Engineering to prioritize ongoing issues and shape the product roadmap.

• Play a key role in formulating the ELC business strategy and operational priorities as a member of the Leadership Team.

• Develop operational metrics and executive dashboards.

• Collaborate with Sales, Product, Engineering, Marketing, and Finance teams.

• Build and manage a high-performing team of managers, team leads, and individual contributors.

• Establish KPIs, ownership, accountability, and team autonomy.

• Cultivate future leaders and ensure succession planning.

⛳️ Requirements

• Bachelor’s degree or a relevant combination of education and professional experience.

• Experience in the EdTech sector, particularly with higher education institutions.

• A minimum of 6 years of leadership experience in a SaaS environment.

• Background in Customer Success, Professional Services, Customer/Technical Support, or Customer Operations.

• Proven ability to guide teams and clients through organizational changes, migrations, or large-scale transitions.

• Demonstrated success in building scalable, continuously improving customer-facing organizations.

• Strong business insight and financial understanding.

• Capable of utilizing customer and operational metrics to inform decision-making.

• Exceptional communication skills, with a talent for relationship-building and change management.

• Proven contributions to NRR/GRR, churn, or renewal metrics in a SaaS context.

• Preferred experience in managing large-scale customer migrations or implementation initiatives.

• Familiarity with managing customer operations using Salesforce is a plus.

• Experience with Jira, Confluence, or Foresight is preferred.

• Background in scaling customer organizations during periods of rapid growth or transformation is a plus.

• Experience working with global teams is advantageous.

• No work-authorization sponsorship is available.

🏝️ Benefits

• Comprehensive medical coverage.

• Comprehensive dental coverage.

• Comprehensive vision coverage.

• Flexible Paid Time Off (PTO).

• 401K plan.

• Opportunities for career advancement.

• Dynamic high-growth startup environment.