Senior Director, Customer Success
About The Position
We are seeking a strategic and people-focused Senior Director of Customer Success to lead and scale our Customer Success organization. This role will oversee a team of 5 Customer Success Managers (CSMs) responsible for driving product adoption, customer outcomes, and overall customer health across our higher education client base. Our customers are supported by both Account Managers (AMs) and Customer Success Managers (CSMs). Account Managers serve as the primary relationship owners and are responsible for commercial strategy, renewals, and expansion. In close partnership, the Customer Success team ensures customers are successfully adopting our solutions and realizing measurable value. This role will be critical in defining and strengthening this partnership model to deliver a seamless, high-impact customer experience.
Requirements
- Customer-first mindset with a focus on outcomes and value realization
- Experience building and scaling Customer Success processes and teams
- Proven track record of improving adoption, customer health, and retention metrics
- Strong leadership and coaching abilities
- Excellent communication and executive stakeholder management skills
- Ability to collaborate and influence across functions, especially Account Management, Support, and Professional Services
- Strong strategic thinking paired with hands-on execution ability
- Familiarity with CRM and CS tools and data-driven decision making
- 8–12+ years of experience in Customer Success, Account Management, or related roles
- 5+ years of people management experience, preferably leading CSM teams
Responsibilities
- Lead, mentor, and develop a team of 5 Customer Success Managers
- Establish clear performance expectations, KPIs, and career growth plans
- Foster a high-performance, outcomes-driven, and collaborative culture
- Define and execute a Customer Success strategy focused on product adoption, value realization, and customer health
- Build and scale frameworks for one-to-one and one-to-many engagements
- Ensure consistent delivery of measurable outcomes aligned to customer goals
- Establish clear roles, responsibilities, and engagement models between CSMs and Account Managers
- Partner closely with AM leadership to deliver a unified customer experience across the lifecycle
- Create joint account planning processes that align success plans with commercial strategy
- Support AMs by providing insights on product usage, adoption risks, and value realization to inform renewals and growth conversations
- Contribute to revenue retention by driving adoption and reducing churn risk
- Identify at-risk accounts and partner with Account Managers on mitigation and recovery strategies
- Enable expansion opportunities through demonstrated customer value and strong product adoption
- Develop scalable processes, playbooks, and success methodologies
- Leverage data and analytics to track customer health, engagement, and outcomes
- Optimize use of CRM and Customer Success platforms
- Partner with Product, Sales, Marketing, Professional Services, and Support to align on customer needs and feedback
- Act as the voice of the customer to influence product roadmap and priorities
- Collaborate on go-to-market strategies and customer communications
Benefits
- Rewards and recognition programs
- Learning and development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
