Director of Customer Success - Remote

Overview

As the Director of Customer Success, you will lead the strategy, operations, and innovation behind how Everway supports and engages thousands of education customers in a pooled, one-to-many, and just-in-time model.

In Short

• Design and execute the scaled customer success strategy across North America.
• Support thousands of active accounts through digital and tech-touch engagement.
• Lead and develop a high-performing team responsible for proactive outreach and success planning.
• Build and optimize standardized workflows and risk intervention models.
• Partner cross-functionally with Marketing, Product, and CS leadership.
• Own the strategy for usage stimulation and digital touchpoints for customer engagement.
• Leverage data and feedback to improve scalable success programs.
• Drive operational excellence through automation and tooling enhancements.
• Champion a culture of experimentation and shared learning.
• Monitor key KPIs to drive accountability and forecast business impact.

Requirements

• 8+ years in Customer Success, Account Management, or Customer Marketing.
• 3+ years in a leadership role, ideally in SaaS or EdTech.
• Experience building or leading scaled CS programs.
• Strong strategic and operational acumen.
• Skilled in CS technology platforms like Gainsight and Salesforce.
• Exceptional communicator and collaborator.
• Ability to use data for program design and iteration.

Benefits

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