About This Role
Leading the company's customer success organization is the core of this role, ensuring clients achieve maximum value from its solutions. This leader will design scalable success strategies, drive retention and growth, and foster trusted relationships with higher education partners.
Responsibilities
- Build, mentor, and lead a high-performing Customer Success team
- Define the vision, strategy, and operational model for customer success
- Partner with senior leadership on retention, renewals, and growth goals
- Own the client lifecycle from onboarding to renewal/expansion
- Monitor customer health metrics, proactively addressing risks
- Establish executive relationships with institutional leaders
- Partner with Sales and Account Management to identify expansion opportunities
- Drive cross-sell and upsell initiatives through customer value realization
- Implement processes, playbooks, and tools to scale success delivery
- Collect and translate customer feedback into product and service improvements
- Ensure service delivery aligns with SLAs and exceeds client expectations
- Develop customer advisory programs and success stories
- Champion the voice of the customer internally across Product, Operations, and Support
Requirements
- 10+ years of experience in Customer Success, Account Management, or Client Services; at least 5 years in a leadership role
- Proven track record of driving retention, renewals, and expansion in a SaaS or services business (higher-ed experience preferred)
- Strong executive presence and ability to engage with C-level stakeholders
- Experience building scalable customer success processes and teams
- Analytical mindset with ability to leverage data for decision-making
- Excellent communication, collaboration, and change management skills
