Director Customer Success (CSD-NA)

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Requirements:

• 7+ years in Customer Success or Account Management, with at least 3 years in a leadership role.
• Proven experience in managing teams, customer retention, engagement, and success strategies.
• Strong oral and written communication skills with an ability to build lasting client relationships.
• Knowledge of EdTech or SaaS products, understanding customer use cases.
• Fluency with tools like Gainsight, Salesforce.com, Hubspot, and Outreach.

Responsibilities:

• Lead a team of Customer Success Managers (CSMs) ensuring effective onboarding, adoption, and retention of customer accounts.
• Develop and scale initiatives to maximize product usage and drive customer satisfaction.
• Oversee onboarding, training, and implement strategies for customer renewals and expansions.
• Act as a customer advocate and conduct regular business reviews with key metrics.
• Analyze user data and create performance reports, optimizing the customer experience with cross-functional collaboration.