Director, Customer Success & Support

Customer Success & Customer Experience 

• Drive a holistic post-sale process that unifies implementation, onboarding, adoption, customer education, professional services, and success into measurable outcomes and rapid time-to-value. 

• Establish leading indicators of customer health, guiding the team to identify at-risk accounts early and lead recovery plans that protect retention and drive cross-functional intervention and expansion. 

• Partner with Sales to drive net revenue retention (NRR) and gross revenue retention (GRR) across the ELC customer base, leading the adoption, renewal, and expansion motions that improve these outcomes. 

• Continuously refine implementation methodologies, onboarding playbooks, and success programs, adapting them as business and customer needs evolve. 

• Build trusted relationships with university leaders and strategic stakeholders. 

Customer Support 

• Lead the customer support organization to deliver responsive, high-quality support. 

• Establish and manage SLAs and KPIs for responsiveness, quality, and issue resolution. 

• Integrate AI and automation to remove low-value work and reinvest team capacity into higher-value customer outcomes. 

• Drive continual upskilling and reskilling so the team stays current with support trends and advancements. 

• Partner with Product and Engineering to prioritize recurring issues and feed customer insight into the roadmap. 

Leadership & Strategy 

• Serve on the ELC Leadership Team, contributing to business strategy and operational priorities. 

• Proactively use customer and operational data to drive continuous improvement, keeping the customer experience at the forefront of strategic decisions. 

• Build operational metrics and executive dashboards spanning customer health, implementation, support, and satisfaction. 

• Partner cross-functionally with Sales, Product, Engineering, Marketing, and Finance to improve customer and business outcomes. 

People Leadership 

• Build a cohesive, high-performing organization of managers, team leads, and individual contributors with a shared sense of purpose. 

• Define meaningful leading KPIs and clear ownership, holding the team accountable to outcomes while giving autonomy over how the work gets done. 

• Create clear line-of-sight between individual work and ELC’s goals so team members see how their contributions drive results. 

• Foster intrinsic motivation and self-direction; develop future leaders and build succession depth that sustains the organization as it scales. 

Required Qualifications & Education 

• Bachelor’s degree or equivalent combination of relevant education and professional experience. 

• Experience in EdTech, with direct experience serving higher-education institutions. 

• 6+ years of leadership experience in a SaaS organization, with experience in one or more of the following: Customer Success, Professional Services, Customer/Technical Support, or Customer Operations. Experience in multiple functions preferred. 

• Proven success leading teams and customers through organizational change, migrations, or large-scale transitions. Experience with global teams preferred.

• Track record building scalable, continuously improving customer-facing organizations that strengthen retention, adoption, and satisfaction. 

• Strong business and financial acumen; uses customer and operational metrics to drive decisions. 

• Excellent executive communication, relationship-building, and change-management skills. 

• Demonstrated contribution to retention or revenue outcomes (NRR/GRR, churn, or renewals) in a SaaS environment. 

Preferred Qualifications 

• Experience leading large-scale customer migrations or implementation programs. 

• Experience managing customer operations in Salesforce; familiarity with Jira, Confluence, or Foresight. 

• Experience scaling customer organizations during rapid growth or transformation. 

BASE SALARY RANGE: 150,000 to 175,000 USD

Phenomenal Benefits. Lumivero offers a comprehensive benefits package, including full medical, dental, and vision coverage, flexible PTO, 401K, and more. 

High-Growth Startup Mentality. There is plenty of room for you to impact the organization and advance your career positively.