Fast Facts
We're seeking a Senior Director of Customer Success to oversee a multi-layered team and drive customer retention and expansion strategies for a portfolio exceeding $52M in ARR.
Responsibilities: Oversee a Customer Success team to achieve revenue retention and expansion, design data-driven strategies, foster cross-functional alignment, and improve customer outcomes.
Skills: Expertise in customer lifecycle management, operational excellence, and data-driven decision making, particularly in the EdTech or Education sector.
Qualifications: 10+ years in Customer Success with 5+ years of leading multi-layered teams; proven record of driving growth in a large customer base; strong executive communication and collaboration skills.
Location: United States
Compensation: Not provided by employer. Typical compensation ranges for this position are between $150,000 - $225,000.
What You’ll Do
As Senior Director, Customer Success, you will oversee a multi-layered team of managers and individual contributors accountable for delivering retention and expansion across a portfolio exceeding $52M in ARR. You will define and execute data-driven strategies that deliver measurable business results, strengthen customer partnerships, and cultivate long-term advocacy and loyalty.
In this role you will:
- Inspire, develop, and empower a team of managers and Customer Success professionals to achieve excellence and deliver exceptional customer outcomes.
- Own regional revenue retention and expansion performance, ensuring consistent achievement of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.
- Design and implement scalable customer success strategies that enhance adoption, drive engagement, and fuel company growth across diverse markets and customer segments.
- Lead through metrics—establish key performance indicators, forecast trends, and use insights to guide strategy, resource allocation, and continuous improvement.
- Foster cross-functional alignment with Sales, Marketing, Product, and Operations to ensure seamless customer journeys and unified go-to-market execution.
- Serve as the executive voice of the customer, translating customer insights into actionable recommendations that influence product innovation and business priorities.
- Drive operational excellence and process optimization to ensure consistency, efficiency, and scalability across regions and teams.
- Champion a culture of accountability, inclusion, and growth, empowering teams to innovate and deliver transformative educational experiences for all customers.
Who You Are
- You have 10+ years of experience in Customer Success, Account Management, including 5+ years leading multi-layered teams with both managers and individual contributors.
- You have a proven record of driving growth, retention, and expansion across a large, multi-regional customer base representing significant recurring revenue ($30M+ ARR).
- You are a strategic, data-driven leader who translates insights into scalable strategies that improve customer outcomes and business performance.
- You are skilled at building and leading high-performing organizations, fostering engagement, accountability, and professional growth.
- You excel at executive communication, cross-functional collaboration, and stakeholder influence, aligning teams around shared goals.
- You bring deep knowledge of customer lifecycle management, operational excellence, and technology enablement in the EdTech or Education sector.
- You are passionate about Edmentum’s mission and committed to driving educational equity, innovation, and meaningful impact.
- You thrive in fast-paced, high-growth environments, balancing strategic vision with hands-on leadership.
- You are willing to travel up to 20% and reside within your assigned region or in proximity to key markets.
- You are committed to diversity, inclusion, accountability, and continuous improvement—for both your team and yourself.
Job Application Deadline: December 1, 2025
