This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Scaled Customer Success based in the United States.
This is a high-impact leadership role responsible for defining and scaling a modern Customer Success motion across large, high-volume customer segments. You will lead frontline managers and shape a data-driven, technology-enabled customer experience that blends automation, digital engagement, and targeted human touchpoints. The role focuses on driving measurable outcomes across adoption, retention, renewal readiness, and long-term customer health. You will partner closely with cross-functional teams including Product, Sales, Marketing, Operations, and Customer Experience to ensure customers receive the right support at the right moments in their journey. The environment is fast-paced, highly collaborative, and deeply focused on scalable impact. Success in this role means building a repeatable, efficient, and insight-driven CS operating model that maximizes value across a broad customer base. Your leadership will directly influence customer outcomes and the long-term growth of scaled segments.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Scaled Customer Success based in the United States.
This is a high-impact leadership role responsible for defining and scaling a modern Customer Success motion across large, high-volume customer segments. You will lead frontline managers and shape a data-driven, technology-enabled customer experience that blends automation, digital engagement, and targeted human touchpoints. The role focuses on driving measurable outcomes across adoption, retention, renewal readiness, and long-term customer health. You will partner closely with cross-functional teams including Product, Sales, Marketing, Operations, and Customer Experience to ensure customers receive the right support at the right moments in their journey. The environment is fast-paced, highly collaborative, and deeply focused on scalable impact. Success in this role means building a repeatable, efficient, and insight-driven CS operating model that maximizes value across a broad customer base. Your leadership will directly influence customer outcomes and the long-term growth of scaled segments.
Accountabilities:
- Define and execute the end-to-end strategy for Scaled Customer Success across SMB and School customer segments, including segmentation, engagement models, and lifecycle coverage design.
- Lead, coach, and develop frontline managers, ensuring strong performance management, clear accountability, and consistent focus on customer and business outcomes.
- Own the scaled customer success operating model in partnership with CS Operations, including workflows, tooling, reporting, capacity planning, and performance visibility.
- Drive core business outcomes such as retention, renewal readiness, product adoption, engagement, and overall customer health across scaled segments.
- Design and continuously improve the customer lifecycle experience, from onboarding through adoption, renewal, and expansion readiness.
- Build scalable programs that combine digital engagement, automation, and one-to-many strategies to deliver value efficiently across a large customer base.
- Identify growth and expansion opportunities within the scaled segment and coach teams to recognize and act on customer signals effectively.
- Establish strong cross-functional partnerships to ensure customer insights influence product development, marketing strategy, and go-to-market execution.
- Define team structure, roles, success metrics, and operating rhythms that align day-to-day execution with broader strategic goals.
- Continuously evolve systems, processes, and tools to improve scalability, efficiency, and customer experience quality.
- 7+ years of experience in Customer Success, Account Management, or related customer-facing leadership roles.
- 3+ years of experience managing people leaders with responsibility for team performance, coaching, and development.
- Proven experience building or scaling Customer Success models using automation, digital engagement, and hybrid (tech-touch + human-touch) strategies.
- Strong background in driving retention, product adoption, customer health, and revenue outcomes across large customer segments.
- Experience partnering with CS Operations to design workflows, lifecycle programs, health scoring, and automation within CS platforms (e.g., Gainsight, Planhat, or similar).
- Strong analytical mindset with the ability to use data, customer insights, and performance metrics to guide strategy and decision-making.
- Excellent communication and executive presence, with the ability to influence across senior stakeholders and cross-functional teams.
- Demonstrated ability to lead leaders, build strong management cultures, and develop high-performing teams at scale.
- Systems-oriented approach with the ability to design scalable processes without necessarily owning technical implementation.
- Strong ability to balance customer experience quality with operational efficiency in high-volume environments.
- Experience in EdTech, SaaS, or institutional customer segments is strongly preferred.
- Comfort working in fast-paced, evolving environments with ambiguity and change.
- Willingness to travel approximately 10–15% as needed.
- Competitive compensation package including base salary of $120,000–$144,000 plus up to $40,000 OTE bonus
- Incentive stock options as part of total compensation
- Fully remote work environment with monthly tech stipend
- Comprehensive medical, dental, and vision insurance with employer contributions
- Mental health and wellness benefits, including access to wellness apps and support services
- Flexible PTO, paid sick leave, and company holidays plus winter break
- 401(k) retirement plan with employer matching
- Paid parental leave and family-building support benefits
- Annual learning and professional development stipend
- Wellness, gym, and additional lifestyle reimbursement programs
- Inclusive, mission-driven culture focused on improving learning outcomes for students and educators.