Director of Customer Success - Remote

Overview

The Director of Customer Success for Parchment is a critical leadership role responsible for executing and refining the comprehensive customer success strategy across the entire Parchment business, ensuring exceptional member experience and contributing to growth.

In Short

• Lead a team of four business units in Customer Success.
• Drive member retention, expansion, and advocacy.
• Optimize the Customer Success strategy aligned with business goals.
• Manage renewals and expansions, achieving revenue goals.
• Foster strategic relationships with member institutions.
• Mentor and develop a high-performing Customer Success team.
• Ensure exceptional member experiences and issue resolution.
• Collaborate with cross-functional teams for alignment.
• Utilize market trends to drive account growth.
• Represent customer voice to influence product strategies.

Requirements

• Bachelor's Degree in Business, Education, Technology, or related field.
• 10+ years in Customer Success or Sales leadership roles.
• Experience managing significant revenue and renewals.
• Strong leadership and team management skills.
• Excellent communication and presentation abilities.
• Proficiency with CRM and Customer Success platforms.
• Able to travel 25-40% annually.

Benefits

• Competitive compensation and equity program participation.
• Flexible schedules and remote-friendly culture.
• Generous paid time off and wellness programs.
• Learning and development stipends.
• Access to necessary technology tools for work.
• A culture rooted in inclusivity and support.