Director of Customer Success

Job Summary

To lead customer engagement for over 6,000 small and single-site districts, the full-time remote Director of Customer Success will own the strategy and outcomes for the SMB segment, focusing on adoption, retention, and expansion through a digital-first engagement model.

Key responsibilities

• Own adoption, retention, and expansion outcomes for the SMB segment, reporting directly to the executive team
• Set the strategy for a 1:many customer success motion using automated, digital, and live touchpoints
• Lead, hire, and develop the SMB customer success team while shaping the operating model and coverage strategy

Required qualifications

• 8+ years in Customer Success or Account Management within SaaS, with direct ownership of retention and adoption outcomes
• 4+ years of experience in people leadership, including developing managers or leading multi-layer teams
• Experience building or scaling a digital-first customer success motion, including automation and digital campaigns
• Proven operational rigor in managing high-volume segments, including segmentation and capacity planning
• Strong executive communication skills with the ability to influence cross-functional teams