Director of Customer Success
New
S
SchooLinksEdTech SaaS
United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 5+ years in Customer Success in B2B SaaS; 2+ years managing a CS team
- Required Skills
- Customer Success
Requirements
- 5+ years of experience in Customer Success within B2B SaaS.
- 2+ years of experience managing a CS team with revenue accountability.
- Proven track record of meeting or exceeding GRR and NRR targets.
- Experience building multi-threaded executive relationships.
- Strong ability to build playbooks, dashboards, and scalable processes.
- Direct and candid communication style.
- High ownership and accountability mindset.
- EdTech or public-sector SaaS experience is a strong plus.
Responsibilities
- Lead and develop a team of Customer Success Managers.
- Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics.
- Manage a small number of strategic accounts directly.
- Implement playbooks for activation, adoption, renewal, and expansion.
- Drive platform usage across student, counselor, and executive personas.
- Build and maintain executive-level relationships within school districts.
- Maintain CS dashboards and report on revenue risk to leadership.
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