Director, VSL Customer Success

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

📋 Description

• Oversee, guide, mentor, and nurture a highly effective team comprising Customer Success Managers, Professional Learning Facilitators, a Product Enablement & Analytics Manager, and contractors.

• Provide mentorship to team members focusing on implementation, educator training, and customer engagement expertise.

• Manage and enhance the complete customer lifecycle, which includes onboarding, implementation, adoption, expansion, and retention.

• Offer advice to significant district and state-level accounts within K–12 instructional settings.

• Create, execute, and scale customer success playbooks.

• Set up and track customer health metrics and spearhead strategies for churn mitigation and recovery.

• Promote retention, renewal, and expansion results.

• Lead ongoing enhancements of customer support operations, service standards, escalation frameworks, and support metrics.

• Collaborate with Product and Engineering teams to address support trends and implement long-term improvements.

• Work together with Sales, Product Management, Marketing, Research, Finance, and Operations teams.

• Define strategies for customer health and journey, success metrics, reporting frameworks, dashboards, and analytics.

• Anticipate capacity needs and streamline resource allocation.

• Enhance customer-facing resources and knowledge management systems, including training materials, implementation guides, and Help Center content.

• Ensure the effective implementation of professional learning and product solutions across various districts.

• Drive product adoption, usage, expansion, and measurable customer value.

• Integrate product, training, analytics, and customer success into a cohesive customer experience strategy.

• Represent customer perspectives to Sales, Product, and Executive Leadership.

⛳️ Requirements

• Bachelor’s degree and/or significant professional experience in K–12 education and edtech (10–15+ years).

• Proven leadership experience, including training delivery, customer success, and large-scale implementations.

• Extensive background in customer-facing roles, such as account management and strategic customer engagement.

• Demonstrated success in leading and developing teams, including cross-functional and remote team environments (minimum of 7 years).

• Experience in supporting large-scale K–12 implementations and professional learning delivery.

• Established capability to lead customer success strategy and execution across varied customer environments.

• Background in educator training, implementation support, and customer engagement.

• Highly skilled in using technology, customer success, and data/reporting tools.

• Willingness to travel up to 30% as required.

• Exceptional leadership, coaching, and team development abilities.

• Proven strategic thinking skills with the ability to execute and operationalize at scale.

• Excellent interpersonal, communication, and presentation proficiency.

• Strong organizational skills, attention to detail, and operational rigor.

• Data-informed decision-making capabilities using customer usage and performance metrics.

• Competence in managing complex customer relationships, escalations, and retention strategies.

• Flexibility to adapt in fast-paced, dynamic environments.

• High emotional intelligence, empathy, and skills in conflict resolution.

• Ability to influence stakeholders and foster alignment across teams.

• Must reside and work within the US.

• Reliable cable or fiber-optic broadband connection with minimum speeds of 10 Mbps download and 5 Mbps upload for remote work.

• Capacity to engage in video-based interviews and ongoing virtual meetings with the camera on.

🏝️ Benefits

• Remote-first work environment that offers flexibility to balance work and personal life.

• Requirement for a reliable internet connection for remote work (minimum 10 Mbps download and 5 Mbps upload).

• Reimbursement provided to assist with the costs associated with setting up a home or remote office.

• Participation in virtual meetings with the camera on.

• Commitment to equal opportunity employment.

• Provision of reasonable accommodations for qualified individuals with disabilities.