Director, Customer Success & Operations

As our Director of Customer Success & Operations, you will build and lead our Customer Success team. Your main goal will be to improve how we work and grow programs that help us keep customers and increase our revenue. You will work closely with our Research & Development, Professional Services, Sales, and executive teams to ensure customers have excellent experiences from the start, when they renew, and when they buy more. This will help them get the most value from our products and services, and keep our business strong.

What you will do:

• Develop and put into action our Customer Success plan, including clear steps for welcoming new customers, helping them use our products, and managing renewals.
• Build, guide, and support a team of Customer Success Managers and Support Staff. You will create standard ways of working and set goals to measure their success.
• Set up and improve how we collect customer information, create reports, and track key measures to understand how customers are doing and how engaged they are.
• Manage important customer accounts yourself, and oversee your team as they manage all other customers.
• Create and deliver training and professional services that encourage customers to buy more and help us keep their business.
• Develop and put in place plans to help customers move from one-year contracts to multi-year agreements, making our revenue more stable.
• Work with different teams to find and fix problems in our processes, always looking for ways to improve.
• Manage budget planning, staffing needs, and report to our executive team on how Customer Success is performing and the value it brings.

What we are looking for:

• Over 10 years of growing experience in Customer Success, Program Management, or Professional Services, specifically with business-to-business (B2B) software as a service (SaaS) companies. This includes at least 3 years in a senior leadership role.
• Proven success in building Customer Success programs from the ground up and helping them grow, leading to increased customer retention and revenue.
• Strong skills in using customer relationship management (CRM) systems like HubSpot or Salesforce. You should also be skilled with data analysis tools such as MS Power BI, AWS Quick Sight, Tableau, and SQL, and understand project management methods like PMP or Agile.
• A track record of successfully hiring, training, and developing staff, helping them become productive quickly and stay with the company longer.
• Excellent strategic thinking, problem-solving skills, and clear communication.
• Experience managing a multi-million-dollar portfolio, including forecasting and reporting to executive leaders.
• Proficiency in SQL is a significant advantage.
• Strong verbal and written communication skills.
• Ability to work well both with a team and independently.
• Understanding of how to connect different data systems, using tools like Microsoft SSIS, AWS Glue/Databrew, Python, or similar.

What will help you stand out:

• A strong interest in Education and Education Technology, especially if you have worked with government or public sector clients.
• A history of creating effective Customer Success plans and improving customer renewal rates.
• Experience in making CRM systems better to track new performance measures and automate reports.
• The ability to turn customer feedback into ideas for better products and services.
• Demonstrated leadership in projects that involve different teams to help customers use our products more and buy additional services.
• A passion for using data to make decisions and constantly improving processes.

Location:

• This is a fully remote position, open to candidates anywhere in the US.

Education & Certifications:

• An MBA or a relevant master’s degree is preferred; a bachelor’s degree in business, technology, or a related field is required.
• Certifications like PMP, CSM, and ITIL are highly preferred.

Travel Requirements:

• Expect to travel 15-20% of the time.

Salary Range:

• $100-120K USD