Director of Customer Success
Job Summary
Driving a holistic post-sale process, the full-time remote Director of Customer Success will lead the customer organization for the Experiential Learning Cloud business unit, focusing on implementation, adoption, and support for higher-education institutions while enhancing customer retention and satisfaction.
Key responsibilities
- Unify implementation, onboarding, and customer education into measurable outcomes to ensure rapid time-to-value
- Establish customer health indicators and lead recovery plans for at-risk accounts to protect retention
- Lead the customer support organization to deliver high-quality support and integrate AI for improved efficiency
Required qualifications
- Bachelor's degree or equivalent relevant experience
- 6+ years of leadership experience in a SaaS organization, particularly in Customer Success or related fields
- Proven success in leading teams through organizational change and large-scale transitions
- Strong business acumen with a focus on customer and operational metrics
- Excellent executive communication and relationship-building skills
Complete Job Description
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