Director, Customer Success – Support
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Job Description
Director leading customer success and support for Lumivero’s higher-education EdTech SaaS platform. Driving adoption, retention, implementation, support operations, and scalable team growth.
Responsibilities:
- Lead the post-sale customer organization for the Experiential Learning Cloud business unit
- Drive a holistic post-sale process covering implementation, onboarding, adoption, customer education, professional services, success, and support
- Establish customer-health indicators and lead recovery plans for at-risk accounts
- Partner with Sales on adoption, renewal, expansion, net revenue retention, and gross revenue retention
- Refine implementation methodologies, onboarding playbooks, and success programs
- Build relationships with university leaders and strategic stakeholders
- Lead the customer support organization and establish SLAs and KPIs for responsiveness, quality, and issue resolution
- Integrate AI and automation to reduce low-value work
- Drive team upskilling and reskilling
- Partner with Product and Engineering to prioritize recurring issues and inform the roadmap
- Contribute to ELC business strategy and operational priorities as a Leadership Team member
- Build operational metrics and executive dashboards
- Partner with Sales, Product, Engineering, Marketing, and Finance
- Build and lead a high-performing organization of managers, team leads, and individual contributors
- Define KPIs, ownership, accountability, and team autonomy
- Develop future leaders and succession depth
Requirements:
- Bachelor’s degree or equivalent combination of relevant education and professional experience
- Experience in EdTech serving higher-education institutions
- 6+ years of leadership experience in a SaaS organization
- Experience in Customer Success, Professional Services, Customer/Technical Support, or Customer Operations
- Proven success leading teams and customers through organizational change, migrations, or large-scale transitions
- Track record building scalable, continuously improving customer-facing organizations
- Strong business and financial acumen
- Ability to use customer and operational metrics to drive decisions
- Excellent executive communication, relationship-building, and change-management skills
- Demonstrated contribution to NRR/GRR, churn, or renewal outcomes in a SaaS environment
- Experience leading large-scale customer migrations or implementation programs preferred
- Experience managing customer operations in Salesforce preferred
- Familiarity with Jira, Confluence, or Foresight preferred
- Experience scaling customer organizations during rapid growth or transformation preferred
- Experience with global teams preferred
- No work-authorization sponsorship available
Benefits:
- Full medical coverage
- Full dental coverage
- Full vision coverage
- Flexible PTO
- 401K
- Career advancement opportunities
- High-growth startup environment
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