Director Customer Success, Corporate L&D (CSD-NA) (CSD-NA)

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Requirements:

• 7+ years in Customer Success or Account Management, with 3+ years in a leadership role.
• Expertise in corporate L&D training platform solutions.
• Strong knowledge of SCORM, HRIS platforms (like WorkDay), and LMS systems (like Cornerstone).
• Knowledge of EdTech or SaaS products.
• Proficiency in tools like Gainsight, Salesforce.com, Hubspot, and Outreach.
• Exceptional interpersonal and communication skills.

Responsibilities:

• Build, lead, and mentor a high-performing team of CSMs.
• Establish performance metrics to track customer success and team efficiency.
• Develop scalable initiatives to enhance product adoption and customer satisfaction.
• Coordinate and oversee onboarding and training efforts.
• Conduct assessments to gauge customer satisfaction.
• Drive customer retention and identify upsell opportunities.
• Develop customized success plans for key accounts.
• Share insights to drive product and process improvements.
• Analyze customer data to identify growth opportunities.
• Collaborate with Product, Engineering, and Marketing teams.