Director, VSL Customer Success
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Job Description
Director leading customer success for Voyager Sopris Learning’s K–12 education and edtech solutions. Driving implementation, adoption, retention, expansion, and measurable student outcomes.
Responsibilities:
- Lead, manage, coach, and develop a high-performing team of Customer Success Managers, Professional Learning Facilitators, a Product Enablement & Analytics Manager, and contractors
- Mentor team members based on implementation, educator training, and customer engagement experience
- Own and optimize the end-to-end customer lifecycle across onboarding, implementation, adoption, expansion, and retention
- Advise high-value district and state-level accounts in K–12 instructional environments
- Design, implement, and scale customer success playbooks
- Establish and monitor customer health metrics and lead churn mitigation and recovery strategies
- Drive retention, renewal, and expansion outcomes
- Lead continuous improvement of customer support operations, service standards, escalation frameworks, and support metrics
- Partner with Product and Engineering on support trends and long-term improvements
- Collaborate with Sales, Product Management, Marketing, Research, Finance, and Operations
- Define customer health and journey strategy, success metrics, reporting frameworks, dashboards, and analytics
- Forecast capacity needs and optimize resource allocation
- Improve customer-facing resources and knowledge management systems, including training materials, implementation guides, and Help Center content
- Ensure high-quality implementation of professional learning and product solutions across diverse districts
- Drive product adoption, usage, expansion, and measurable customer value
- Bridge product, training, analytics, and customer success into a unified customer experience strategy
- Represent customer reality across Sales, Product, and Executive Leadership
Requirements:
- Bachelor’s degree and/or extensive professional experience in K–12 education and edtech (10–15+ years)
- Demonstrated leadership experience, including training delivery, customer success, and large-scale implementation
- Deep experience in customer-facing roles, including account management and strategic customer engagement
- Proven experience leading and developing teams, including cross-functional and remote team environments (7+ years minimum)
- Demonstrated experience supporting large-scale K–12 implementations and professional learning delivery
- Proven ability to lead customer success strategy and execution across diverse customer environments
- Background in educator training, implementation support, and customer engagement
- Highly proficient with technology, customer success, and data/reporting tools
- Ability to travel up to 30% as needed
- Exceptional leadership, coaching, and team development skills
- Proven strategic thinking and ability to execute and operationalize at scale
- Excellent interpersonal, communication, and presentation skills
- High level of organization, attention to detail, and operational rigor
- Data-informed decision-making using customer usage and performance data
- Ability to manage complex customer relationships, escalations, and retention strategies
- Adaptability in fast-paced, dynamic environments
- High emotional intelligence, empathy, and conflict resolution skills
- Ability to influence stakeholders and drive alignment across teams
- Must work and reside within the US
- Reliable cable or fiber-optic broadband connection with minimum speeds of 10 Mbps download and 5 Mbps upload for remote work
- Ability to participate in video-based interviews and ongoing virtual meetings with camera on
Benefits:
- Remote First work environment with flexibility to balance work with life
- Reliable internet connection requirement for remote work (minimum 10 Mbps download and 5 Mbps upload)
- Reimbursement to help cover the cost of setting up a home or remote office
- Virtual meetings with camera on
- Equal opportunity employment
- Reasonable accommodations for qualified individuals with disabilities
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