Director of Customer Success and Support - Remote

Overview

As Director of Customer Success and Support, you'll be the champion of our customer experience, leading a team dedicated to driving adoption, maximizing retention, and ensuring our clients have an amazing experience with Coursedog.

In Short

• Lead and develop a high-performing team of customer success managers and support specialists.
• Drive customer adoption and retention through proactive outreach and engagement initiatives.
• Own the customer experience by establishing service level agreements and monitoring KPIs.
• Collaborate cross-functionally with Sales, Product, and Engineering teams.
• Develop and execute the overall customer success and support strategy.
• 5+ years of experience in customer success or support leadership, ideally in a SaaS environment.
• Strong analytical, communication, and interpersonal skills.
• Experience in building and delivering customer journey engagements.
• Commitment to a remote-first work culture.
• Support for diversity, equity, and inclusion in the workplace.

Requirements

• 5+ years of experience in customer success or support leadership, ideally in a SaaS environment.
• Demonstrated ability to lead through change, ambiguity, and scale.
• Proven track record of building and leading high-performing teams.
• Experience working with higher education institutions (a plus!).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience building and delivering customer journey and Customer Experience engagements.

Benefits

• Healthcare, Dental, & Vision coverage with various plan options.
• 401k plan with a 4% annual salary match starting from day one.
• Unlimited Paid Time Off policy to support work-life balance.
• Remote-first company culture with flexible working hours.
• Equity options for all employees based on performance.
• Paid parental leave for primary and secondary caregivers.