Senior Customer Success Director

Modern Campus empowers 2,000+ higher education institutions to thrive when transformation is required to respond to lower student enrollments and revenue, rising costs, crushing student debt, and administrative complexity. The Modern Campus learner-to-earner lifecycle platform powers solutions for web content management, conversational text messaging, catalog and curriculum management, career pathways, student engagement and development, and non-traditional student management.

The result: innovative institutions engage their modern learners for life, while providing modern administrators with the tool needed to streamline workflows and drive high efficiency. Learn how Modern Campus is leading the modern learner-to-earner movement at moderncampus.com and follow us on LinkedIn.

We are looking for a Senior Director, Customer Success to build our customer-obsessed organization and solutions, and to lead our Customer Success initiatives by:

1. Empowering clients to fully leverage our solutions,
2. Forging strong, strategic relationships that protect our revenue foundation,
3. Actively priming the organization for accelerated growth.

This person will direct the Customer Success Team, the day-to-day operations, for managing the success efforts across multiple products. They will deliver seamless strategy, address escalated customer issues with the appropriate internal team(s) with the speed and urgency epitomizing our Modern Campus value, “we run toward problems.”

Our Senior Director, Customer Success will optimize the customer journey by creating programs and initiatives to improve engagement, usage and achievement of customer goals. They will develop and drive customer success outcomes of reducing customer churn, scouting new customer opportunities for the sales team, and support new business growth through greater advocacy and customer championship of Modern Campus’ products and service.

We are looking for someone that can demonstrate deep engagement and concern for the success of our clients, while building and nurturing deep campus level relationships.

Key responsibilities include:

• Building the Customer Success team from the ground up,
• Working on the Customer Success structure such as resourcing, performance reviews, and compensation plans,
• Designing account coverage plans with flexibility for growth and evolution of strategy between client retention and client growth,
• Focusing on Customer Retention and satisfaction,
• Optimizing and supporting the overall customer journey,
• Training and onboarding the team,
• Evaluating system requirements,
• Reporting on KPIs and metrics,
• Planning and strategy projects with leadership,
• Attending conferences,
• Collaborating cross-functionally with Sales, Professional Services, Support, Product, Marketing, Revenue Operations, and Finance teams.

Candidates should have a proven track record of building relationships with senior customer executives, expert collaboration skills, ability to self-direct efforts, exceptional organization and communication skills, and preferably 5 years of leadership experience in customer success or support role. Bachelor’s or MBA preferred.

The base salary range for this full-time position is between $125,000 – $175,000. This is a remote-first workplace in North America.