Senior Director, Customer Success

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

📋 Description

• Lead Honorlock’s Customer Success Managers and oversee customer outcomes, renewals, and account growth.

• Manage the Sr. CSM team on a daily basis through coaching, mentoring, and development.

• Travel as required to support one-on-one customer needs or enhance CSM growth.

• Ensure CSMs remain on track and that renewals are dispatched punctually.

• Report individual forecasts and guide CSMs on renewal positioning and execution.

• Conduct team and individual expansion pipeline reviews.

• Collaborate with regional sales directors on executing and developing expansion opportunities.

• Identify and create tools and resources for discussions on field expansion.

• Provide insights for the roadmap and relay customer and internal team needs to marketing, product, and other departments.

• Act as the first-line escalation point for relationship, expansion, and general concerns.

• Channel senior escalations to the VP of Customer Experience.

• Drive actions based on health scores and churn risk signals utilizing Renewals & Customer Ops methodology and tracking.

⛳️ Requirements

• Bachelor’s degree.

• 8 or more years in customer success, account management, or a related customer-facing role.

• 5 or more years leading CSMs or in roles with comparable skills and qualifications.

• A proven record of coaching team members on growth and adoption execution, including forecasting and pipeline reviews, customer enablement delivery, business reviews, and opportunity strategy and development.

• Extensive experience in developing and managing multi-threaded executive-level relationships and navigating complex system and institutional procurement processes.

• Experience collaborating with sales leadership on territory development and customer expansion.

• Proficient in using Salesforce, conversation intelligence tools such as Gong, and a customer success platform.

• Willingness to travel to support events, customers, and team development (20-25%).

• Master’s degree.

• Experience in a quota-bearing, higher education or education technology SaaS field sales role.

• Familiarity with online proctoring, assessment, learning management systems, or similar educational technology solutions.

• Experience in establishing a segmented customer success model as the organization scales.

🏝️ Benefits

• Unlimited PTO.

• Remote-first company.

• Choice of company-issued laptop.

• Healthcare benefits.

• Company-matched 401k.

• Variable compensation.