Director, Customer Success & Support

Lumivero•,

2d•$150,000 - $175,000•Remote

About The Position

The Director, Customer Success & Support leads the post-sale customer organization for the Experiential Learning Cloud (ELC) business unit. This role drives a holistic post-sale process spanning implementation, adoption, success, and support for higher-education institutions, streamlining how customers move from onboarding to lasting value. The Director uses data to drive continuous improvement and builds the scalable, adaptable operations needed to support ELC’s long-term growth. As a member of the ELC Leadership Team, the Director shapes business strategy and strengthens retention. With customers at the center, the Director builds an effective team so that users realize value quickly and are enabled to do their best work.

Requirements

Bachelor’s degree or equivalent combination of relevant education and professional experience.
Experience in EdTech, with direct experience serving higher-education institutions.
6+ years of leadership experience in a SaaS organization, with experience in one or more of the following: Customer Success, Professional Services, Customer/Technical Support, or Customer Operations. Experience in multiple functions preferred.
Proven success leading teams and customers through organizational change, migrations, or large-scale transitions. Experience with global teams preferred.
Track record building scalable, continuously improving customer-facing organizations that strengthen retention, adoption, and satisfaction.
Strong business and financial acumen; uses customer and operational metrics to drive decisions.
Excellent executive communication, relationship-building, and change-management skills.
Demonstrated contribution to retention or revenue outcomes (NRR/GRR, churn, or renewals) in a SaaS environment.

Nice To Haves

Experience leading large-scale customer migrations or implementation programs.
Experience managing customer operations in Salesforce; familiarity with Jira, Confluence, or Foresight.
Experience scaling customer organizations during rapid growth or transformation.

Responsibilities

Drive a holistic post-sale process that unifies implementation, onboarding, adoption, customer education, professional services, and success into measurable outcomes and rapid time-to-value.
Establish leading indicators of customer health, guiding the team to identify at-risk accounts early and lead recovery plans that protect retention and drive cross-functional intervention and expansion.
Partner with Sales to drive net revenue retention (NRR) and gross revenue retention (GRR) across the ELC customer base, leading the adoption, renewal, and expansion motions that improve these outcomes.
Continuously refine implementation methodologies, onboarding playbooks, and success programs, adapting them as business and customer needs evolve.
Build trusted relationships with university leaders and strategic stakeholders.
Lead the customer support organization to deliver responsive, high-quality support.
Establish and manage SLAs and KPIs for responsiveness, quality, and issue resolution.
Integrate AI and automation to remove low-value work and reinvest team capacity into higher-value customer outcomes.
Drive continual upskilling and reskilling so the team stays current with support trends and advancements.
Partner with Product and Engineering to prioritize recurring issues and feed customer insight into the roadmap.
Serve on the ELC Leadership Team, contributing to business strategy and operational priorities.
Proactively use customer and operational data to drive continuous improvement, keeping the customer experience at the forefront of strategic decisions.
Build operational metrics and executive dashboards spanning customer health, implementation, support, and satisfaction.
Partner cross-functionally with Sales, Product, Engineering, Marketing, and Finance to improve customer and business outcomes.
Build a cohesive, high-performing organization of managers, team leads, and individual contributors with a shared sense of purpose.
Define meaningful leading KPIs and clear ownership, holding the team accountable to outcomes while giving autonomy over how the work gets done.
Create clear line-of-sight between individual work and ELC’s goals so team members see how their contributions drive results.
Foster intrinsic motivation and self-direction; develop future leaders and build succession depth that sustains the organization as it scales.