Customer Success Director
About The Position
Torsh Inc. is an education technology company that provides coaching and professional development support products, including Torsh TALENT, a cloud-based coaching and professional learning platform, and SESEBA powered by Torsh, a research-based coaching model for educators who teach Dual Language Learners in grades pre-K through 3. Its mission is to improve student outcomes by increasing educator effectiveness. The Director of Customer Success leads and develops a team responsible for helping customers realize the full value of TORSH's solutions. The role is accountable for customer retention, renewals, account growth, and customer satisfaction. It combines hands-on team leadership with operational work, including strengthening engagement strategies, improving processes, and using data to inform decisions. The Director works closely with Business Development, Product, Engineering, and Marketing to deliver a consistent, high-quality customer experience as the company grows. The role also serves as an executive-level partner to strategic, high-value, and at-risk customers, and provides leadership with insights on customer performance, revenue opportunities, and business risks.
Requirements
- 7+ years of progressive experience in Customer Success, account management, or implementation within a SaaS environment.
- 3+ years of experience managing, coaching, and developing customer-facing teams.
- Demonstrated success improving customer retention, renewals, account growth, and overall portfolio performance.
- Strong understanding of Customer Success operations, including account health monitoring, renewal forecasting, customer lifecycle management, and escalation processes.
- Experience developing scalable Customer Success strategies and service models across different customer segments.
- Proven ability to build relationships with senior and executive-level customer stakeholders.
- Strong analytical skills, including experience using CRM data, reporting, and customer performance metrics to guide decisions.
- Excellent communication, problem-solving, and leadership skills.
- Ability to collaborate effectively across Sales, Product, Engineering, and other business functions.
Nice To Haves
- Experience in EdTech, K–12 education, early childhood education, or education-focused SaaS.
- Experience with HubSpot or similar CRM platforms.
- Familiarity with Gong or other conversation intelligence tools.
- Experience leading Customer Success operations in a growing SaaS organization.
- Experience developing tiered customer engagement models, including high-touch, mid-touch, and technology-enabled support.
Responsibilities
- Lead, mentor, and develop Customer Success Managers and Customer Enablement Managers, fostering accountability, collaboration, and continuous development.
- Establish team goals, performance expectations, and consistent coaching practices.
- Support team development, hiring, onboarding, and workforce planning.
- Improve team effectiveness, workload distribution, and customer coverage.
- Own the strategy and performance of customer renewals, retention, and expansion opportunities.
- Develop renewal and growth forecasts, identify risks early, and implement proactive retention strategies.
- Partner with Customer Success Managers on account planning, customer engagement, and renewal readiness.
- Monitor account health and portfolio performance, using data to identify trends, opportunities, and areas requiring attention.
- Develop and improve Customer Success processes, playbooks, and operating standards.
- Strengthen customer onboarding, account transitions, executive business reviews, and escalation management.
- Design customer engagement approaches that balance personalized support with scalable service delivery.
- Maintain accurate customer information, renewal forecasts, and account activity in the CRM.
- Identify opportunities to improve efficiency, consistency, and the overall customer experience.
- Serve as an executive-level partner for strategic, high-value, and at-risk customers.
- Build trusted relationships with customer leaders and help connect TORSH's solutions to their organizational goals.
- Collaborate with Business Development, Product, Engineering, and Marketing to address customer challenges and improve outcomes.
- Represent customer needs internally and help prioritize improvements that support retention and long-term growth.
- Provide leadership with insights into customer performance, revenue opportunities, and business risks.
Benefits
- Competitive employee benefits package
- Paid time off and company holidays
- Fully remote work environment
- Professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
