Director, VSL Customer Success

Cambium Learning Group

7d•Remote

About The Position

Voyager Sopris Learning is seeking a strategic and results-oriented Director of Customer Success to drive the strategy and execution of a unified customer experience across onboarding, implementation, and long-term success. This role is accountable for ensuring districts achieve effective adoption, sustained engagement, and measurable impact on student outcomes. This leader will bring together customer success, professional learning, and product enablement into a cohesive strategy that supports both customers and internal teams. The role requires a deep understanding of K–12 environments, the ability to translate customer needs into scalable solutions, and the leadership to drive alignment across the organization.

Requirements

Bachelor’s degree and/or extensive professional experience in K–12 education and edtech (10–15+ years)
Demonstrated leadership experience, including training delivery, customer success, and large-scale implementation
Deep experience in customer-facing roles, including account management and strategic customer engagement
Proven experience leading and developing teams, including cross-functional and remote team environments (7+ years minimum)
Demonstrated experience supporting large-scale K–12 implementations and professional learning delivery
Proven ability to lead customer success strategy and execution across diverse customer environments
Effective background in educator training, implementation support, and customer engagement
Highly proficient with technology, customer success, and data/reporting tools
Ability to travel up to 30% as needed
Exceptional leadership, coaching, and team development skills
Proven strategic thinking with the ability to execute and operationalize at scale
Excellent interpersonal, communication, and presentation skills across all stakeholder levels
High level of organization, attention to detail, and operational rigor
Data-informed decision-making with experience leveraging customer usage and performance data
Ability to manage complex customer relationships, escalations, and retention strategies
Adaptability in fast-paced, dynamic environments
High emotional intelligence, empathy, and conflict resolution skills
Ability to influence stakeholders and drive alignment across teams

Nice To Haves

Candidate must work and reside within the US.

Responsibilities

Lead, manage, coach, and develop a high-performing team of Customer Success Managers, Professional Learning Facilitators, a Product Enablement & Analytics Manager, and contractors
Provide hands-on mentorship grounded in real-world implementation, educator training, and customer engagement experience
Foster a culture of accountability, ownership, and continuous improvement, aligning team priorities to organizational goals, customer outcomes, and measurable performance metrics.
Conduct performance reviews, support career progression, and build excellent team morale
Own and optimize the end-to-end customer lifecycle, including onboarding, implementation, adoption, expansion, and retention
Serve as a strategic advisor for high-value district and state-level accounts, bringing deep understanding of K–12 instructional environments
Design, implement, and scale customer success playbooks grounded in proven implementation and training practices
Establish and monitor customer health metrics (usage, engagement, time on task, satisfaction, retention) to drive actionable insights and outcomes
Proactively identify churn risks and lead data-informed mitigation and recovery strategies
Translate classroom, school, and district-level needs into scalable, repeatable customer success strategies
Drive retention, renewal, and expansion outcomes by aligning customer success strategies to business and district priorities
Drive the strategy and continuous improvement of customer support operations, ensuring timely, high-quality resolution of customer issues
Establish service standard and escalation frameworks to drive accountability and customer satisfaction
Define and monitor support performance metrics (response time, resolution time, satisfaction)
Partner with Product and Engineering to identify root causes of support trends and drive long-term improvements
Integrate support insights into Customer Success and Training strategies to proactively reduce customer friction
Partner closely with Sales to shape pre-sales strategy for strategic accounts ensuring alignment between customer expectations, implementation readiness, and long-term success
Collaborate with Product Management to provide field-driven insights that inform product enhancements and roadmap priorities
Work with Marketing to align messaging, campaigns, and customer engagement strategies
Own Customer Health and Journey strategy, including defining success metrics, monitoring performance, and driving continuous improvement in partnership with Research
Coordinate with internal teams (Finance, Operations, etc.) to improve implementation and service delivery
Evaluate and improve processes, tools, and systems to increase efficiency, scalability, and consistency across the customer journey
Manage the development of reporting frameworks, dashboards, and analytics to track customer outcomes, product usage, and team performance
Utilize customer data and pipeline insights to forecast capacity needs and optimize resource allocation
Lead the strategy and continuous improvement of customer-facing resources and knowledge management systems, including training materials, implementation guides, and Help Center content, to ensure scalable, high-quality customer experiences
Ensure high-quality implementation of professional learning and product solutions across diverse district environments
Support development and enhancement of training materials and delivery models to ensure effectiveness, scalability, and alignment to customer needs
Build and maintain exceptional relationships with district leaders, administrators, and educators
Drive product adoption, usage, and expansion through effective engagement strategies
Ensure customers realize measurable value and outcomes from their investments
Bridge product, training, analytics, and customer success into a unified customer experience strategy
Leverage deep institutional knowledge and long-term customer relationships to drive consistency and scalability across implementations
Translate field experience into actionable insights that influence product direction, customer success strategy, and organizational decision-making
Champion a data-informed, implementation-first approach that connects training, usage, and student outcomes
Serve as a key internal voice representing customer reality across Sales, Product, and Executive Leadership