Associate Director of Customer Success

Job Summary

Driving partner outcomes and retention, the full-time remote Associate Director of Customer Success will manage a team of Higher Education Relationship Officers while overseeing a personal portfolio of institutional partners to ensure engagement and long-term success.

Key Responsibilities

• Own retention and expansion goals for a defined portfolio of partners and a personal book of business
• Drive engagement and utilization of services across partner institutions, analyzing data to identify improvement opportunities
• Manage and develop a team of HEROs, setting clear expectations and fostering a culture of accountability and collaboration

Required Qualifications

• 5-7 years of experience in customer success, account management, or client services, preferably in ed tech, SaaS, or higher education
• 3+ years of people management experience with a proven track record of developing high-performing teams
• Experience owning revenue outcomes, including renewals and expansion within an existing customer base
• Strong data literacy with the ability to interpret usage and outcomes data to drive strategy
• Passion for higher education, student success, and equity-focused solutions