Director of Customer Success

Job Summary

Leading a team of Customer Success Managers, the full-time remote Director of Customer Success will own the post-onboarding customer journey, focusing on retention, revenue protection, and usage expansion while driving measurable outcomes and building executive relationships.

Key responsibilities

• Lead and develop a team of Customer Success Managers, setting clear KPIs and managing strategic accounts
• Own Gross Revenue Retention (GRR) and execute proactive renewal strategies to minimize churn
• Drive platform usage increases and execute workflow adoption campaigns in collaboration with Product and Marketing teams

Required qualifications

• 5+ years in Customer Success in B2B SaaS, with at least 2 years managing a CS team with revenue accountability
• Proven track record of owning GRR and NRR metrics at or above target
• Experience building and managing multi-threaded executive relationships in complex environments
• Strong communication skills with a direct and candid approach to feedback and performance management
• EdTech or public-sector SaaS experience is a strong plus, along with a passion for student outcomes