Director, Strategic Accounts & Customer Success

College Board

2d•$80,000 - $130,000•Remote

About The Position

The Director, Strategic Accounts & Customer Success is responsible for designing and executing a personalized account success strategy centered on the retention, satisfaction, and long-term growth of large-scale key accounts. This leader excels at building trusted partnerships, anticipates client needs, and ensures institutions fully optimize College Board enrollment solutions to deliver measurable enrollment outcomes. Deep knowledge of higher education enrollment challenges and proven experience driving adoption and customer value are essential to this role.

Requirements

Bachelor’s degree required; 5+ years in a customer success, account management, or enrollment services leadership role (top-of-funnel enrollment management experience highly valued).
Proven track record retaining and growing strategic accounts, particularly with subscription-based products.
Demonstrated expertise with College Board Search & Connections (or comparable enrollment solutions).
Proven ability to lead through influence, serving as a senior voice within a team environment to drive strategy and cross-functional collaboration without direct managerial authority.
Deep knowledge of emerging enrollment management trends, with the ability to translate them into actionable client strategies.
Proven ability to lead institutions through change, driving adoption of new solutions and practices.
Excellent communication and facilitation skills, with comfort influencing both executive leadership and operational partners.
Data-driven mindset with demonstrated success using insights to improve adoption, renewals, and client outcomes.
Experience working with and using CRM systems (Slate, Salesforce) and product delivery platforms.
Strong organizational and prioritization skills, with the ability to lead multiple initiatives independently and collaboratively.
Experience managing third-party partnerships (e.g., EAB, RNL) and navigating complex institutional dynamics
Proficiency in Microsoft Suite, Salesforce, Zoom, Slack.
A passion for expanding educational and career opportunities and mission-driven work
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.
Clear and concise communication skills, written and verbal
A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success
Authorization to work in the United States

Responsibilities

Drive retention and long-term client success, with a primary focus on renewal and expansion within assigned large-scale key accounts.
Serve as a trusted advisor by proactively engaging with executive and operational stakeholders to ensure adoption, satisfaction and measurable outcomes from College Board Enrollment Solutions.
Anticipate account needs by analyzing institutional data, identifying opportunities for optimization and delivering tailored adoption strategies.
Develop and maintain a deep working knowledge of the College Board Enrollment Solutions suite, SAT suite and competitor offerings to best guide institutional strategy.
Establish a consistent cadence of value-driven communications, ensuring institutions understand the impact of their subscription and uncovering opportunities for deeper engagement.
Gather and elevate customer insights to shape product innovation and strategic direction.
Identify and cultivate opportunities for customer advocacy (testimonials, case studies, conference presentations)
Contribute subject matter expertise to draft RES content, presentations, and adoption strategies.
Deliver regional and national webinars and workshops on enrollment management and best practices to support community-wide adoption.
Drive cross-functional initiatives to strengthen customer experience and drive product alignment.
Lead and/or serve on internal committees that advance RES customer success strategies.