Director of Customer Success

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

📋 Description

• Take charge of the post-onboarding customer experience through renewal and growth.

• Lead a group of Customer Success Managers to achieve measurable results.

• Enhance product adoption and cultivate executive-level relationships.

• Establish clear KPIs for each CSM and ensure the team meets these standards.

• Mentor high achievers and foster a team culture rooted in PACE values.

• Be responsible for Gross Revenue Retention (GRR) at or exceeding company benchmarks.

• Implement proactive renewal strategies and identify accounts that may be at risk.

• Promote measurable increases in platform engagement and monitor user activity.

• Develop and sustain relationships with executives across various offices.

• Provide reports on customer health and revenue risks to the VP/C-Suite.

⛳️ Requirements

• Over 5 years of experience in Customer Success within B2B SaaS; at least 2 years of managing a Customer Success team with revenue responsibility.

• Demonstrated success in managing GRR and NRR metrics at or above targets — show us the numbers.

• Experience in establishing and maintaining multi-threaded executive relationships in complex, multi-stakeholder settings.

• Direct and straightforward communicator — you provide honest feedback, make difficult decisions, and do not sugarcoat performance issues.

• Systems-oriented: you create playbooks, dashboards, and scalable processes.

• Experience in EdTech or public-sector SaaS is a strong advantage; a passion for student outcomes is essential.

• High level of ownership with a low ego: you hold yourself and your team accountable and do not make excuses.

🏝️ Benefits

• 100% health insurance coverage for employees.

• 401(k) with company matching.

• Dental and vision coverage.

• Parental leave.

• Subsidized gym membership.

• Remote work stipend.

• Annual team offsite.