Director, Scaled Customer Success [Remote]

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.

Requirements

• 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.

Benefits

• 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.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.