Associate Director of Customer Success
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Job Description
Associate Director driving college partner retention and expansion for Upswing’s student-success platform. Managing HEROs, renewals, engagement, utilization, and strategic institutional relationships.
Responsibilities:
- Own retention and expansion goals across a defined portfolio of Upswing partners, including a personal book of business
- Serve as a trusted advisor to institutional leaders, aligning Upswing services with partner goals around student success, equity, and retention
- Identify and execute expansion opportunities with Sales, Product, and Marketing teams
- Lead renewal conversations and contribute to forecasting and revenue planning
- Proactively manage risk by addressing adoption or satisfaction issues
- Drive engagement and utilization of Upswing services across partner institutions
- Analyze usage, outcomes, and trends to identify improvement, growth, and impact opportunities
- Develop and execute engagement plans with HEROs
- Translate data and insights into partner narratives and executive-level updates
- Manage, coach, and develop a team of HEROs
- Set expectations, goals, and performance metrics tied to retention, expansion, and engagement
- Support HEROs in strategic account planning, executive communication, and problem solving
- Foster accountability, collaboration, and continuous improvement
- Collaborate with Sales, Marketing, Product, and Operations from onboarding through renewal and expansion
- Provide partner feedback to inform product development, service enhancements, and go-to-market strategy
- Contribute to customer success processes, playbooks, and reporting
Requirements:
- 5–7 years of experience in customer success, account management, or client services
- Experience preferably in ed tech, SaaS, or higher education
- 3+ years of people management experience
- Track record of developing high-performing teams
- Experience owning revenue outcomes, including renewals and expansion within an existing customer base
- Strong data literacy and ability to interpret usage and outcomes data
- Exceptional communication skills with senior-level stakeholder experience
- Passion for higher education, student success, and equity-focused solutions
- Must be eligible to work in the United States
- Upswing does not offer visa sponsorship
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