Sr. Director, Customer Success

Key responsibilities

• Lead, coach, mentor, and develop the Senior Customer Success Manager team.
• Oversee customer success execution and ensure the team delivers strong customer outcomes.
• Manage renewal performance, forecasts, and execution to support on-time customer renewals.
• Coach team members on renewal positioning, customer engagement, and account development.
• Oversee customer expansion pipeline reporting and regular opportunity reviews.
• Partner with regional sales directors to identify and develop customer growth opportunities.
• Collaborate with product, marketing, sales, and other departments to represent customer needs.
• Serve as the first escalation contact for customer relationships, expansion opportunities, and operational issues.
• Escalate senior-level concerns to the VP of Customer Experience when appropriate.
• Monitor customer health scores and churn risks, and coordinate retention strategies.
• Build strong relationships with executive-level customer stakeholders.
• Support team growth and adoption initiatives through coaching, pipeline reviews, and business reviews.

Required qualifications

• Bachelor's degree.
• At least 8 years of experience in customer success, account management, or a related customer-facing position.
• At least 5 years of experience leading Customer Success Managers or professionals in comparable roles.
• Proven experience coaching teams on customer growth, adoption, forecasting, pipeline reviews, business reviews, and account strategy.
• Experience developing and managing complex executive-level relationships.
• Ability to navigate institutional procurement processes and customer expansion opportunities.
• Experience partnering with sales leadership on territory development and account expansion.
• Experience working with Salesforce, customer success platforms, and conversation intelligence tools such as Gong.
• Willingness to travel approximately 20–25% for customer meetings, events, and team development.

Preferred qualifications

• Master's degree.
• Experience in a quota-bearing higher education or education technology SaaS sales role.
• Familiarity with online proctoring, assessments, learning management systems, or related educational technology.
• Experience building a segmented customer success model as an organization grows.

Degree and experience

Degree

Bachelor's degree

Experience

Lead / Principal

Location and eligibility

Eligible:

United States

Exclusions:

None stated

Work arrangement:

Remote

Remote does not always mean worldwide. Only the locations listed here were confirmed with the employer.

Schedule and time zone

Schedule

Full-time; travel required 20–25%

Benefits

Unlimited paid time off (PTO) Remote-first company Choice of company-issued laptop Healthcare benefits Company-matched 401(k) Base salary plus variable compensation Benefits subject to employer eligibility and plan terms.

Visa sponsorship

The employer states sponsorship is not available for this role.

Listing details

Published:

Nov 11, 2026

Last manually checked:

Nov 11, 2026

Official source:

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