Director, Scaled Customer Success (Remote, US)

Responsibilities

• Define long-term strategy for Scaled Customer Success focused on SMB and Schools
• Lead and develop frontline managers to ensure effective execution of customer success initiatives
• Own and optimize the scaled coverage model, leveraging data and systems for enhanced operations
• Accountable for key business outcomes such as NRR, GRR, and product adoption metrics
• Coach teams to identify growth opportunities and effectively partner with Sales to leverage upsell signals
• Design the customer journey, enhancing progression from onboarding to expansion readiness
• Build partnerships across departments to ensure customer voice and needs inform broader strategy

Qualifications

• 7+ years in Customer Success, Account Management, or similar roles
• 3+ years of proven experience managing people leaders in customer-focused teams
• Background in EdTech, K-12 education, SaaS, or institutional customer segments preferred
• Expertise in building and optimizing scaled customer success models, especially digital or hybrid approaches
• Strong data-driven leadership experience, leveraging metrics for strategic recommendations

Benefits

• Comprehensive medical benefits with employer contributions
• Remote work with a monthly tech stipend for home office support
• Inclusive family support benefits including parental leave and fertility assistance
• Flexible PTO, paid sick days, and company holidays plus a winter break
• Annual professional development allowance for training, workshops, and educational resources