Director, Scaled Customer Success

Role overview

This opportunity is shared on behalf of a partner organization, which will handle applications and the rest of the hiring process. The partner is hiring a Director, Scaled Customer Success for candidates based in the United States.

This is a senior leadership position focused on building and expanding a modern, scalable Customer Success approach for large customer segments with high volume. The role centers on combining automation, digital outreach, and selective human interaction to create a strong customer experience. The goal is to improve adoption, retention, renewal preparedness, and overall customer health through a measurable, efficient, and insight-led operating model. You will work closely with Product, Sales, Marketing, Operations, and Customer Experience teams to make sure customers receive the right support at the right stage of their journey. The environment is fast-moving, highly collaborative, and oriented toward scalable impact.

Accountabilities

• Set the strategy for scaled Customer Success across SMB and School segments, including segmentation, engagement design, and lifecycle coverage planning.
• Manage, coach, and develop frontline managers while maintaining accountability for performance, customer outcomes, and business results.
• Oversee the scaled CS operating model with CS Operations, covering workflows, tooling, reporting, capacity planning, and visibility into performance.
• Improve retention, renewal readiness, product adoption, engagement, and customer health across high-volume segments.
• Shape and refine the full customer journey, from onboarding through adoption, renewal, and readiness for expansion.
• Create programs that use automation, digital engagement, and one-to-many methods to deliver value efficiently at scale.
• Spot growth and upsell opportunities within scaled accounts and train teams to respond effectively to customer signals.
• Build strong partnerships across functions so customer insights inform product, marketing, and go-to-market decisions.
• Define team structure, responsibilities, success measures, and operating cadences that connect daily work with long-term goals.
• Continuously improve systems, processes, and tools to strengthen scalability, efficiency, and customer experience quality.

Requirements

• At least 7 years of experience in Customer Success, Account Management, or a comparable customer-facing leadership position.
• At least 3 years of experience leading people managers and owning team performance, coaching, and growth.
• Demonstrated success in building or scaling Customer Success models that combine automation, digital engagement, and hybrid tech-touch and human-touch strategies.
• Strong track record of improving retention, adoption, customer health, and revenue outcomes across large customer groups.
• Experience working with CS Operations to build workflows, lifecycle programs, health scoring, and automation in platforms such as Gainsight, Planhat, or similar tools.
• Highly analytical, with the ability to use data, customer feedback, and performance measures to shape decisions.
• Strong communication skills and executive presence, with the ability to influence senior leaders and cross-functional partners.
• Proven ability to lead leaders, strengthen management practices, and grow high-performing teams at scale.
• Systems-minded approach with the ability to design scalable processes without necessarily owning the technical build.
• Ability to balance customer experience quality with operational efficiency in high-volume settings.
• Background in EdTech, SaaS, or institutional customer segments is preferred.
• Comfortable working in changing, fast-paced environments with ambiguity.
• Willingness to travel about 10% to 15% as needed.

Perks and benefits

• Base salary of $120,000 to $144,000, plus up to $40,000 in OTE bonus.
• Incentive stock options included in total compensation.
• Fully remote setup with a monthly technology stipend.
• Medical, dental, and vision coverage with employer contributions.
• Mental health and wellness support, including access to wellness apps and related services.
• Flexible paid time off, sick leave, company holidays, and a winter break.
• 401(k) plan with employer match.
• Paid parental leave and family-building support benefits.
• Annual budget for learning and professional development.
• Wellness, gym, and additional lifestyle reimbursement programs.
• Mission-driven and inclusive culture focused on improving learning outcomes for students and educators.

Additional information

The hiring process includes an AI-supported matching step used to review applications quickly, consistently, and fairly against the role’s core criteria. The shortlist is then shared with the employer, and the employer’s team manages interviews, assessments, and final decisions.

By applying, candidates agree that the hiring platform may process personal data to evaluate the application and share relevant information with the employer, based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection.

AI tools may also be used to support parts of the recruitment workflow, such as resume review, response analysis, or identifying possible inconsistencies in application materials. These tools assist recruiters and do not replace human judgment. Final hiring decisions are made by people.