Senior Director, Customer Success
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Job Description
Senior Director of Customer Success leading a Customer Success organization at Modern Campus. Driving product adoption, customer outcomes, and overall customer health across higher education clients.
Responsibilities:
- Lead, mentor, and develop a team of 5 Customer Success Managers
- Establish clear performance expectations, KPIs, and career growth plans
- Foster a high-performance, outcomes-driven, and collaborative culture
- Define and execute a Customer Success strategy focused on product adoption, value realization, and customer health
- Build and scale frameworks for one-to-one and one-to-many engagements
- Ensure consistent delivery of measurable outcomes aligned to customer goals
- Establish clear roles, responsibilities, and engagement models between CSMs and Account Managers
- Partner closely with AM leadership to deliver a unified customer experience across the lifecycle
- Create joint account planning processes that align success plans with commercial strategy
- Support AMs by providing insights on product usage, adoption risks, and value realization to inform renewals and growth conversations
- Contribute to revenue retention by driving adoption and reducing churn risk
- Identify at-risk accounts and partner with Account Managers on mitigation and recovery strategies
- Enable expansion opportunities through demonstrated customer value and strong product adoption
- Develop scalable processes, playbooks, and success methodologies
- Leverage data and analytics to track customer health, engagement, and outcomes
- Optimize use of CRM and Customer Success platforms
- Partner with Product, Sales, Marketing, Professional Services, and Support to align on customer needs and feedback
- Act as the voice of the customer to influence product roadmap and priorities
- Collaborate on go-to-market strategies and customer communications
Requirements:
- Customer-first mindset with a focus on outcomes and value realization
- Experience building and scaling Customer Success processes and teams
- Proven track record of improving adoption, customer health, and retention metrics
- Strong leadership and coaching abilities
- Excellent communication and executive stakeholder management skills
- Ability to collaborate and influence across functions, especially Account Management, Support, and Professional Services
- Strong strategic thinking paired with hands-on execution ability
- Familiarity with CRM and CS tools and data-driven decision making
- 8–12+ years of experience in Customer Success, Account Management, or related roles
- 5+ years of people management experience, preferably leading CSM teams.
Benefits:
- Remote first workplace!
- Rewards and recognition programs
- Learning and development opportunities
- Ability to make a difference every day for universities trying to grow and students trying to learn!
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