Director of Customer Success

SchooLinks

6h•Remote

About The Position

The Director of Customer Success owns the post-onboarding customer journey through renewal and expansion. This is a revenue-critical role. You will lead a team of Customer Success Managers, drive measurable outcomes via workflow expansion across departments, deepen adoption, and build the executive relationships that ensure SchooLinks becomes deeply embedded in every district we serve.

Requirements

5+ years in Customer Success in B2B SaaS
2+ years managing a CS team with revenue accountability
Proven track record owning GRR and NRR metrics at or above target — bring the numbers
Experience building and running multi-threaded executive relationships in complex, multi-stakeholder environments
Direct, candid communicator — you give hard feedback, make tough calls, and do not sugarcoat performance gaps
Systems thinker: you build playbooks, dashboards, and scalable processes
High ownership, low ego: you hold yourself and your team accountable and you do not make excuses

Nice To Haves

EdTech or public-sector SaaS experience a strong plus
passion for student outcomes required

Responsibilities

Lead and develop a team of Customer Success Managers; own their ramp, performance, and outcomes
Lead by example by directly managing a small number of strategic accounts
Set clear KPIs for every CSM — retention, GRR, and usage expansion — and hold the team accountable to them
Coach up high performers, coach out those who cannot meet the bar; no mediocrity tolerated
Build a team culture anchored in PACE: performance-driven, candid, and fully accountable
Plan and forecast team’s capacity based on productivity metrics & expected team output
Own Gross Revenue Retention (GRR) at or above company targets — this is your most critical metric
Participate in and eventually own annual renewal forecasting.
Execute proactive renewal strategies that eliminate surprises and churn
Identify at-risk accounts early; deploy interventions before accounts reach the red zone
Implement playbooks for every stage of the post-onboarding journey: activation, adoption, renewal, expansion
Drive measurable increases in platform usage across the student, counselor, CTE and executive personas
Build and execute workflow adoption campaigns in partnership with Product and Marketing
Track leading indicators of healthy engagement relentlessly
Build and maintain executive-level relationships across these offices: Superintendent, CTE, Counseling, Accountability
Ensure no account is single-threaded; map stakeholders and maintain multi-contact coverage as a standard operating procedure
Lead executive business reviews (EBRs) that are outcome-focused and data-driven, not just relationship check-ins
Partner with Sales and Marketing to identify and develop expansion and upsell opportunities within the existing customer base
Maintain a CS dashboard: GRR, NRR, CSAT, adoption rates, EBR cadence, and renewal pipeline by CSM
Establish operating rhythms — weekly team standups, QBRs, renewal forecasting — and hold the team to them
Identify systemic issues driving churn or disengagement and bring data-backed recommendations to leadership
Report to the VP/C-Suite with a clear view of customer health and revenue risk at all times