Director, Strategic Accounts & Customer Success

Director, Strategic Accounts & Customer Success 

College Board: BigFuture ; Recruitment & Enrollment Solutions Unit 

Location: This is a 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 

Travel – Up to 40% 

All CB employees are required to occasionally travel to meet in person for business purposes. 

About the Team 

The Recruitment & Enrollment Solutions (RES) team is made up of dedicated and experienced professionals focused on sales, support, and long-term success of College Board’s market-leading enrollment solutions. Through consultative engagement and customer success management methodologies, this team serves over 1,200 higher education institutions each year, providing strategic insights, adoption support and guidance on how best to leverage the College Board Search & Connections suite of solutions to achieve their enrollment goals.  

About the Opportunity 

The Director, Strategic Accounts & Customer Success is responsible for designing and executing a personalized account success strategy centered on the retention, satisfaction, and long-term growth of large-scale key accounts. This leader excels at building trusted partnerships, anticipates client needs, and ensures institutions fully optimize College Board enrollment solutions to deliver measurable enrollment outcomes. Deep knowledge of higher education enrollment challenges and proven experience driving adoption and customer value are essential to this role.  

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:  

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

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

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

• Proven 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.  

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

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

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

• Proficiency in Microsoft Suite, Salesforce, Zoom, Slack.  

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 

• Authorization to work in the United States 

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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