Director of Growth & Customer Success

Stand Together • Arlington, VA

1d

About The Position

Stand Together is a philanthropic community that helps America’s boldest changemakers tackle the root causes of our country’s biggest problems, from education to the economy, broken communities, and toxic division, among dozens of other pressing issues. We provide our partners with access to resources including funding, thought leadership, a network of peers, and a playbook for applying proven principles to transform lives and society.

In this role, you will be responsible for building and scaling the community and customer success function that guides users onto the platform and supports their long‑term engagement. You will lead the strategy, operational standards, and daily execution for onboarding, activation, retention, and frontline support. In this role, you will collaborate closely with Product, Activation, and Operations teams to translate user insights into meaningful product enhancements and improved customer experiences.

Requirements

• 8+ years of experience in growth, customer success or product operations with 3+ years managing teams.
• Proven track record building support systems and scaling operations from early stage to hundreds of thousands of users.
• Comfortable with helpdesk/CRM systems (e.g., Zendesk, Freshdesk), analytics tools, and knowledge-based software.
• Data driven: able to define and measure success metrics and run experiments to drive activation/retention.
• Strong cross-functional collaboration skills and experience partnering with Product, Marketing, and Engineering.
• Mission-driven, excellent communicator, and hands-on leader.
• Enthusiasm to contribute to Stand Together's vision and principled approach to solving problems, and a commitment to stewarding our culture, which champions values including transformation and innovation, entrepreneurialism, humility, and respect.

Nice To Haves

• Experience with civic, nonprofit, or platform communities.
• Multilingual support operations experience.

Responsibilities

• Develop and lead a holistic growth strategy that connects ground‑game activations with long‑term product roadmaps.
• Design and operationalize scalable onboarding flows, support workflows, SLAs, escalation paths, and continuous feedback loops.
• Hire, coach, and manage high‑performing customer success, support, and community teams; define roles, KPIs, and clear career paths.
• Select, implement, and manage customer support platforms—including helpdesk, knowledge base, CRM, ticketing, and analytics tools.
• Partner closely with Product, Activation, and Analytics teams to surface user pain points, prioritize improvements, and validate product changes.
• Define, monitor, and report on success metrics such as activation, retention/churn, time‑to‑resolution, CSAT/NPS, and product adoption.
• Build comprehensive playbooks for key moments (launches, campaigns, crises) and ensure organizational readiness, including 24/7 response coverage when needed.

Benefits

• Competitive benefits: Enjoy a 6% 401(k) match with immediate vesting, flexible time off, comprehensive health and dental plans, plus wellness and mental health support through Peloton and Talkspace.
• A meaningful career: Join a passionate community of over 1,500 employees dedicated to improving lives and driving innovative solutions to complex social challenges.
• Commitment to growth: Thrive in a non-hierarchical environment that empowers employees to discover, develop and apply their unique talents.
• Competitive compensation: Our approach rewards the value you create through competitive salaries and bonus opportunities, allowing you to share in the success you help drive.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees