Director, Customer Success (West) - Remote

Overview

As the Director, Customer Success (West), you will lead and empower a regional team of strategic and dedicated Customer Success Managers (CSMs) supporting our customers across the U.S. West Coast. You will be responsible for ensuring the delivery of an exceptional customer experience that drives measurable value, retention, and growth.

In Short

• Lead, coach, and develop a high-performing team of regional CSMs.
• Drive consistent delivery of customer success motions including onboarding, adoption, renewal, and expansion.
• Partner with peer Directors to ensure alignment and knowledge sharing.
• Own regional retention and CSQL goals.
• Oversee customer health monitoring and risk mitigation.
• Champion adoption and expansion initiatives.
• Support ongoing process improvement.
• Foster a culture of collaboration and continuous improvement.
• Model Everway’s leadership principles.
• Collaborate cross-functionally with Sales, Marketing, and Product teams.

Requirements

• 8+ years of experience in Customer Success, Account Management, or Customer Experience.
• 3+ years in a leadership role managing teams in EdTech.
• Proven track record of leading high-performing teams.
• Demonstrated success in managing customer escalations.
• Deep understanding of customer success methodologies.
• Excellent communication and leadership skills.
• Proficiency with customer success technologies such as Gainsight and Salesforce.
• Strong analytical and operational mindset.

Benefits

• Competitive salary with bonus opportunities.
• Flexible work schedules.
• Comprehensive health and wellness benefits.
• Flexible time off plans.
• Career growth through development programs.
• Collaborative and innovative culture.