Director, Customer Success & Support

About the role

The Director, Customer Success & Support leads the post-sale customer organization for the Experiential Learning Cloud (ELC) business unit. This role drives a holistic post-sale process spanning implementation, adoption, success, and support for higher-education institutions, streamlining how customers move from onboarding to lasting value. The Director uses data to drive continuous improvement and builds the scalable, adaptable operations needed to support ELC’s long-term growth. As a member of the ELC Leadership Team, the Director shapes business strategy and strengthens retention.

Responsibilities

Customer Success & Customer Experience

• Drive a holistic post-sale process that unifies implementation, onboarding, adoption, customer education, professional services, and success into measurable outcomes and rapid time-to-value.
• Establish leading indicators of customer health, guiding the team to identify at-risk accounts early and lead recovery plans that protect retention and drive cross-functional intervention and expansion.
• Partner with Sales to drive net revenue retention (NRR) and gross revenue retention (GRR) across the ELC customer base, leading the adoption, renewal, and expansion motions that improve these outcomes.
• Continuously refine implementation methodologies, onboarding playbooks, and success programs, adapting them as business and customer needs evolve.
• Build trusted relationships with university leaders and strategic stakeholders.

Customer Support

• Lead the customer support organization to deliver responsive, high-quality support.
• Establish and manage SLAs and KPIs for responsiveness, quality, and issue resolution.
• Integrate AI and automation to remove low-value work and reinvest team capacity into higher-value customer outcomes.
• Drive continual upskilling and reskilling so the team stays current with support trends and advancements.
• Partner with Product and Engineering to prioritize recurring issues and feed customer insight into the roadmap.

Leadership & Strategy

• Serve on the ELC Leadership Team, contributing to business strategy and operational priorities.
• Proactively use customer and operational data to drive continuous improvement, keeping the customer experience at the forefront of strategic decisions.
• Build operational metrics and executive dashboards spanning customer health, implementation, support, and satisfaction.
• Partner cross-functionally with Sales, Product, Engineering, Marketing, and Finance to improve customer and business outcomes.

People Leadership

• Build a cohesive, high-performing organization of managers, team leads, and individual contributors with a shared sense of purpose.
• Define meaningful leading KPIs and clear ownership, holding the team accountable to outcomes while giving autonomy over how the work gets done.
• Create clear line-of-sight between individual work and ELC’s goals so team members see how their contributions drive results.
• Foster intrinsic motivation and self-direction; develop future leaders and build succession depth that sustains the organization as it scales.

Requirements

• Bachelor’s degree or equivalent combination of relevant education and professional experience.
• Experience in EdTech, with direct experience serving higher-education institutions.
• 6+ years of leadership experience in a SaaS organization, with experience in one or more of the following: Customer Success, Professional Services, Customer/Technical Support, or Customer Operations.
• Experience in multiple functions preferred.
• Proven success leading teams and customers through organizational change, migrations, or large-scale transitions.
• Experience with global teams preferred.
• Track record building scalable, continuously improving customer-facing organizations that strengthen retention, adoption, and satisfaction.
• Strong business and financial acumen; uses customer and operational metrics to drive decisions.
• Excellent executive communication, relationship-building, and change-management skills.
• Demonstrated contribution to retention or revenue outcomes (NRR/GRR, churn, or renewals) in a SaaS environment.

Preferred Qualifications

• Experience leading large-scale customer migrations or implementation programs.
• Experience managing customer operations in Salesforce; familiarity with Jira, Confluence, or Foresight.
• Experience scaling customer organizations during rapid growth or transformation.

Pay

Base salary range: $150,000 to $175,000 USD.

Schedule

This is a remote/work-from-home role for the United States only.

Benefits

• Full medical, dental, and vision coverage.
• Flexible PTO.
• 401K.
• Opportunities for career advancement in a high-growth startup environment.