Director of Customer Success

Remote Full TimeHuron, OH, United States (Remote)n2y LLC

n2y is a national leader in creating and delivering educational materials and curriculum for the special education classroom. The company creates symbols, content and curriculum delivered using dynamic and interactive applications to students, teachers and parents. Its curriculum is used extensively throughout the United States, and the company has the number one licensable symbol set used to develop special education content.

We are seeking a highly motivated and experienced Director of Customer Success to lead and grow our customer success team at n2y. The Director of Customer Success will play a pivotal role in ensuring our customers achieve their desired outcomes, driving customer satisfaction, retention, and expansion of our services. The ideal candidate will have a strong background in customer success within the SAAS industry, a passion for education technology, and exceptional leadership and communication skills.

Key Responsibilities:

Leadership and Strategy:

  • Define and execute the customer success strategy, aligning with the company’s overall goals and vision.
  • Build and lead a high-performing customer success team, providing mentorship, guidance, and fostering a customer-centric culture.
  • Collaborate with cross-functional teams including sales, professional learning, product, and marketing to drive customer success initiatives.

Customer Engagement and Satisfaction:

  • Understand customer needs and objectives, ensuring they derive maximum value from n2y’s solutions.
  • Establish strong relationships with key stakeholders, acting as a trusted advisor and advocate for the customer.
  • Proactively address customer concerns, escalations, and ensure timely issue resolution.

Retention and Expansion:

  • Drive customer retention and expansion efforts, increasing lifetime value and revenue growth.
  • Identify opportunities for upselling and cross-selling additional products and services to existing customers.
  • Analyze customer data to identify trends, usage patterns, and areas for improvement, driving customer success KPIs.

Customer Success Operations:

  • Implement and optimize customer success processes, including onboarding, training, and ongoing support.
  • Develop and maintain customer success metrics and reporting, providing insights to the leadership team.
  • Stay up-to-date with industry best practices, continuously enhancing the customer success function.
  • Own key metrics for Customer Success.

Desired Skills and Qualifications:

  • Bachelor’s degree in related field preferred
  • 5+ years of customer success or sales / account management experience in a SaaS based setting
  • Experience leading cross-functional teams
  • Bachelor’s degree in business, education, or a related field; advanced degree is a plus.
  • Proven track record of success in customer success leadership roles within SAAS.
  • Excellent leadership skills with experience building and managing high-performing teams.
  • Strong understanding of customer success metrics and strategies for achieving customer satisfaction, retention, and growth.
  • Exceptional communication and interpersonal skills, capable of building strong relationships with customers and internal teams.
  • Analytical mindset, with the ability to use data to drive decision-making and continuous improvement.
  • Passion for education technology and its potential to transform the industry.
  • Ability to thrive in a fast-paced, dynamic growth environment.

These qualifications are general guidelines for success, however, we understand that not all candidates will have experience in each area. If you have skills and experience that may be transferable to this role and share our passion for our mission and values, we would love to hear from you!

n2y cultivates a fun, collaborative and innovative work environment where diversity is embraced, encouraged, and empowered. Our teams are diligent, informed, and tireless in their work serving individuals with special needs. n2y’s team members are encouraged to learn, work, play, serve, donate, communicate, and advocate. We keep the needs of individuals with disabilities at the forefront of each day with outstanding teammates to help us meet those needs.

n2y offers a competitive compensation and benefits package including health, dental, vision, life, and disability insurance. It also has a company matching 401(k) savings plan.

n2y is committed to providing a Drug-Free Workplace for all employees.

n2y is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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