Customer Success Director

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Director based in the United States.

This is an exciting leadership opportunity for an experienced SaaS customer success professional passionate about building strong customer relationships and developing high-performing teams. You will lead Customer Success Managers and Customer Enablement Managers, ensuring customers achieve lasting value from innovative education technology solutions. Your work will directly influence customer retention, renewals, account expansion, and overall satisfaction. Combining strategic oversight with hands-on team leadership, you will strengthen customer engagement practices, improve operational processes, and use data to guide decisions. Working closely with Sales, Product, Engineering, and Marketing, you will help deliver a consistent and scalable customer experience. This fully remote role offers the opportunity to contribute to solutions that support educators, professional development, and improved student outcomes.

As Customer Success Director, you will oversee the customer success function, develop your team, and establish strategies that strengthen customer relationships and drive sustainable business growth. Your responsibilities will include:

• Lead and develop the team: Manage, mentor, and coach Customer Success Managers and Customer Enablement Managers, fostering accountability, collaboration, and continuous professional development.

• Establish clear performance goals, expectations, and coaching practices to support individual and team success.

• Oversee hiring, onboarding, team development, and workforce planning while identifying opportunities to improve workload distribution and customer coverage.

• Drive retention and revenue growth: Own the strategy and performance of customer renewals, retention, and account expansion initiatives.

• Develop accurate renewal and growth forecasts, identify potential risks, and implement proactive strategies to protect and grow customer relationships.

• Partner with Customer Success Managers to improve account planning, customer engagement, and renewal readiness.

• Monitor account health and portfolio performance, using customer data to identify trends, opportunities, and accounts requiring additional attention.

• Build scalable customer success operations: Develop and continuously improve processes, playbooks, and operating standards across the customer lifecycle.

• Strengthen customer onboarding, account transitions, executive business reviews, and escalation management.

• Design engagement strategies that balance personalized customer support with scalable service delivery across different customer segments.

• Maintain accurate customer records, renewal forecasts, and account activity within the CRM.

• Identify operational improvements that increase efficiency, consistency, and customer satisfaction.

• Strengthen customer and cross-functional partnerships: Serve as an executive-level partner for strategic, high-value, and at-risk customers.

• Build trusted relationships with senior customer stakeholders, helping them connect solutions to their organizational objectives.

• Collaborate with Business Development, Product, Engineering, and Marketing to resolve customer challenges and improve outcomes.

• Represent customer needs internally and influence product and service improvements that support retention and long-term growth.

• Provide leadership with actionable insights into customer performance, revenue opportunities, and business risks.

Requirements

The ideal candidate is a strategic and hands-on customer success leader with a strong SaaS background, proven people management experience, and the ability to translate customer insights into measurable business results. The required qualifications include:

• At least 7 years of progressive experience in Customer Success, account management, or implementation within a SaaS environment.

• At least 3 years of experience managing, coaching, and developing customer-facing teams.

• Demonstrated success improving customer retention, renewals, account expansion, and overall portfolio performance.

• Strong understanding of Customer Success operations, including account health monitoring, renewal forecasting, customer lifecycle management, and escalation processes.

• Experience designing scalable Customer Success strategies and service models for different customer segments.

• Proven ability to build and maintain trusted relationships with senior and executive-level customer stakeholders.

• Strong analytical skills, including experience using CRM data, reporting, and customer performance metrics to support business decisions.

• Excellent communication, leadership, and problem-solving abilities.

• Ability to collaborate effectively across Sales, Product, Engineering, Marketing, and other business functions.

• A proactive, customer-focused approach with the ability to balance strategic priorities and day-to-day operational needs.

Preferred qualifications:

• Experience in EdTech, K–12 education, early childhood education, or education-focused SaaS.

• Familiarity with HubSpot or comparable CRM platforms.

• Experience using Gong or other conversation intelligence tools.

• Previous experience leading Customer Success operations within a growing SaaS organization.

• Experience developing tiered customer engagement models, including high-touch, mid-touch, and technology-enabled support approaches.

Benefits

• Base salary: $110,000 annually.

• On-target earnings (OTE): $130,000, including performance-based incentives.

• Competitive employee benefits package.

• Paid time off and company holidays.

• Fully remote work environment.

• Professional development opportunities.

• Opportunity to lead and shape customer success practices within a growing education technology environment.

• Meaningful work supporting educators and organizations in improving professional development and educational outcomes.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

 Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1