Director of Customer Success

Leading a team of Customer Success Managers, the full-time remote Director of Customer Success will own the post-onboarding customer journey, focusing on retention, revenue protection, and usage expansion while driving measurable outcomes and building executive relationships. Key responsibilities Lead and develop a team of Customer Success Managers, setting clear KPIs and managing strategic accounts Own Gross Revenue Retention (GRR) and execute proactive renewal strategies to minimize churn Drive platform usage increases and execute workflow adoption campaigns in collaboration with Product and Marketing teams Required qualifications 5+ years in Customer Success in B2B SaaS, with at least 2 years managing a CS team with revenue accountability Proven track record of owning GRR and NRR metrics at or above target Experience building and managing multi-threaded executive relationships in complex environments Strong communication skills with a direct and candid approach to feedback and performance management EdTech or public-sector SaaS experience is a strong plus, along with a passion for student outcomes