Senior Director of Customer Success

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

📋 Description

• Lead and cultivate a global team of over 40 Customer Success Managers, Team Leaders, and Specialists across various regions.

• Take ownership of the global renewal performance for our research and education subscriptions, aiming for a renewal rate surpassing 95%.

• Establish processes, KPIs, dashboards, and operational workflows that ensure predictable renewal and expansion outcomes.

• Enhance user adoption by promoting high-quality integrations within undergraduate courses.

• Create scalable customer success programs that boost engagement, product utilization, and long-term customer value.

• Identify opportunities to enhance customer journeys through automation, segmentation, AI, and data-driven decision-making.

• Collaborate closely with Sales, Marketing, Product, and Revenue Operations to enhance results across the customer lifecycle.

• Mentor managers and nurture future leaders within the Customer Success organization.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, Sales, or a related customer-facing leadership role.

• More than 5 years of management experience, overseeing teams of 20 or more.

• Proven success in leading global Customer Success organizations in SaaS, EdTech, or scientific publishing sectors.

• Demonstrated success in improving renewal rates while driving expansion and cross-sell revenue.

• Strong commercial acumen with accountability for retention, expansion, and customer growth metrics.

• Proven capability to foster a high-performance culture through effective performance management, goal setting, coaching, accountability, and talent development.

• Extensive knowledge of customer health, adoption strategies, lifecycle management, and best practices in customer success.

• Experience in cross-functional collaboration with Sales, Marketing, Product, and Operations to meet shared business goals.

• Highly analytical, with the ability to utilize customer and business data to inform strategic decisions and operational excellence.

• Familiarity with Salesforce and Hubspot is preferred.

🏝️ Benefits

• A competitive compensation package.

• We’re fully remote!

• You will have a direct impact on accelerating scientific research and education.

• Opportunity to engage with global teams in an environment that fosters innovation and collaboration.

• Our strong culture of promoting from within provides a clear path for career advancement with us.