Director, Strategic Accounts and Customer Success

Director, Recruitment and Enrollment Success Management 

College Board - BigFuture 

Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).  

Role Type: This is a full-time position 

About the Team  

The Recruitment & Enrollment Solutions (RES) team is comprised of experienced and dedicated professionals who partner with more than 1,200 colleges and universities every year to shape the future of higher education. We combine deep expertise in enrollment management with a consultative, data-informed approach to help institutions achieve their most ambitious goals. By delivering strategic insights, adoption support, and long-term success strategies, we ensure that our partners maximize the value of College Board’s market-leading Search & Connections suite of solutions. 

This is a team that thrives on collaboration, innovation, and impact. We are passionate about advancing access to higher education and equipping our institutional partners with the tools and guidance they need to recruit, enroll, and graduate students successfully. 

About the Opportunity   

The Director, Strategic Accounts and Customer Success plays a mission-critical role in driving the long-term success of College Board’s largest and most complex enrollment solution partners. This is a highly visible leadership opportunity to design and execute personalized account strategies that not only retain and grow key relationships but also directly influence the enrollment outcomes of higher education institutions nationwide. 

In this role, you will be both strategist and trusted advisor through deep partnerships with senior institutional leaders, anticipating their evolving needs, and ensuring they fully leverage College Board’s enrollment solutions to achieve measurable results. Your expertise will position you as a thought leader in the enrollment management space, while your insights and advocacy will help shape the future direction of our products and services. 

You’ll work cross-functionally with leaders in Product, Sales, and Customer Support to strengthen adoption, drive innovation, and ensure an exceptional customer experience. You will also represent College Board at regional and national convenings, sharing best practices and elevating the voice of the customer across the broader higher education community. 

In this role, you will:  

Customer Success & Strategic Account Management (75%)  

• Drive retention and long-term client success, with a primary focus on renewal and expansion within assigned large-scale key accounts.   

• Serve as a trusted advisor by proactively engaging with executive and operational stakeholders to ensure adoption, satisfaction and measurable outcomes from College Board Enrollment Solutions.   

• Anticipate account needs by analyzing institutional data, identifying opportunities for optimization and delivering tailored adoption strategies.   

• Develop and maintain a deep working knowledge of the College Board Enrollment Solutions suite, SAT suite and competitor offerings to best guide institutional strategy.   

• Establish a consistent cadence of value-driven communications, ensuring institutions understand the impact of their subscription and uncovering opportunities for deeper engagement.   

• Gather and elevate customer insights to shape product innovation and strategic direction.   

• Identify and cultivate opportunities for customer advocacy (testimonials, case studies, conference presentations)  

  
Cross-functional Collaboration & Thought Leadership (25%)  

• Contribute subject matter expertise to draft RES content, presentations, and adoption strategies.  

• Deliver regional and national webinars and workshops on enrollment management and best practices to support community-wide adoption.  

• Drive cross-functional initiatives to strengthen customer experience and drive product alignment.  

• Lead and/or serve on internal committees that advance RES customer success strategies.   

About You  

You have:   

• 5+ years in a customer success, account management, or enrollment services leadership role (top-of-funnel enrollment management experience highly valued).   

• Expertise in higher education enrollment management, recruitment, and admissions.    

• Experience managing third-party partnerships (e.g., EAB, RNL) and navigating complex institutional dynamics  

• Proven track record retaining and growing strategic accounts, particularly with subscription-based products.   

• Demonstrated expertise with College Board Search & Connections (or comparable enrollment solutions).   

• Poven ability to lead through influence, serving as a senior voice within a team environment to drive strategy and cross-functional collaboration without direct managerial authority.   

• Deep knowledge of emerging enrollment management trends, with the ability to translate them into actionable client strategies.   

• Proven ability to lead institutions through change, driving adoption of new solutions and practices.   

• Excellent communication and facilitation skills, with comfort influencing both executive leadership and operational partners.   

• Data-driven mindset with demonstrated success using insights to improve adoption, renewals, and client outcomes.   

• Strong organizational and prioritization skills, with the ability to lead multiple initiatives independently and collaboratively.   

• Experience working with and using CRM systems (Slate, Salesforce) and product delivery platforms.   

• Proficiency in Microsoft Suite, Salesforce, Zoom.  

• Bachelor’s degree required 

• The ability to travel 3-4 times a quarter to College Board offices or on behalf of College Board business. 

All roles at College Board require: 

• A passion for expanding educational and career opportunities and mission-driven work 

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.  

• Clear and concise communication skills, written and verbal 

• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. 

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. 

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success 

About Our Process   

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. 

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.    

What We Offer 

At College Board, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market. 

A Thoughtful Approach to Compensation 

• The hiring range for this role is $80,000–$130,000. 

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. 

• We aim to make our best offer upfront, rooted in fairness, transparency, and market data. 

• We adjust salaries by location to ensure fairness, no matter where you live. 

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more. 

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