Director, Customer Success

Everway; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

A leading Neurotechnology software company is seeking a Director of Customer Success to lead strategies that enhance customer value across K–12 and higher education sectors in North America. This role involves driving proactive engagement, collaborating with cross-functional teams, and managing a team for operational excellence. The ideal candidate has over 8 years of experience in customer success and a strong background in strategic planning and data analysis.

Qualifications

• 8+ years in Customer Success, Account Management, or Customer Marketing.
• 3+ years in a leadership role, ideally in SaaS or EdTech.
• Exceptional communicator and cross-functional collaborator.

Responsibilities

• Lead strategy and operations for customer success across North America.
• Drive data-informed success programming that enhances customer value.
• Partner with Marketing, Product, and Sales to drive engagement.

Skills

Customer Success Management

Strategic planning

Operational excellence

Data analysis

Cross-functional collaboration

Customer engagement

Education

Bachelor’s degree in Education, Business, or related field

Advanced degree

Tools

Salesforce

Gainsight

ChurnZero

HubSpot

Totango

Job description

At Everway (formerly n2y/Texthelp), our goal is to lead the world in Neurotechnology software, helping transform the way we understand and are understood.

We’re a global community of over 500 team members spanning seven countries, including the UK, USA, Norway, Denmark, Sweden, Australia, and New Zealand. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. A world where everyone can thrive.

We can only achieve our goals and continue to grow by having high performing people in our team, people who share our goals and are passionate about our mission. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully.

Join us at Everway - together, we can unlock the full potential of every mind.

About the Role

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. You’ll be responsible for driving proactive, data-informed success programming that enhances customer value, adoption, and retention across the long tail of our K–12, Higher Ed, and State-level accounts in North America. This role will work closely with CS leadership, Product, Marketing, and Sales to ensure our high-scale engagements (e.g., digital campaigns, success plans, just-in-time nudges, webinars) are both customer-centric and aligned to our broader GTM strategy. You will also be accountable for leading a team of pooled success managers and/or program managers, building systems and processes that scale with our customer base.

Main Responsibilities

• DesignandexecutethescaledcustomersuccessstrategyacrossNorthAmerica
• Education,supportingthousandsofactiveaccountsthroughdigital,pooled,andtech-touchengagement.
• thatimproveconsistency,reducefriction,andsupportscaleacrosscustomersegments.
• Partnercross-functionallywithMarketing,Product,Enablement,andCSleadershiptodeliverintegratedcustomerjourneys,onboardingprograms,andengagementcampaignsthatdriveadoptionandretention.
• Ownthestrategyforusagestimulation,segmentation,andjust-in-timedigitaltouchpoints—ensuringeverycustomerreceivestherightlevelofengagementattherightmoment.
• Leveragedata,customerfeedback,andcross-functionalinputtodesignandcontinuouslyimprovescalablesuccessprograms,customerlifecycleexperiences,retentionprogramsandprogramsthatunlockexpansionandgrowthopportunitiesforCSMs.
• Driveoperationalexcellencethroughautomation/AI,streamlinedsystems(e.g.,Gainsight,Salesforce,Pendo),andtoolingenhancementsthatincreaseCSMproductivityandcustomervalue.Partnercloselywiththesystemsandcustomersuccessteamstoensurepropertooladoption,workflowautomationandsystemdocumentationisfollowed.
• Championacultureofexperimentationandsharedlearning—modelingscalablepracticesandsupportingpeerenablementthroughdocumentation,training,andcoachingresources.
• Actasacustomeradvocateininternalforums,surfacingsystemicopportunitiestoimproveproductexperienceandlong-termvalue.
• 8+yearsinCustomerSuccess,AccountManagement,orCustomerMarketing
• 3+yearsinaleadershiprole,ideallyinSaaSorEdTech.
• Demonstratedexperiencebuildingorleadingscaledortech-touchCSprograms(emailautomation,onboardingjourneys,webinars,digitalsuccessplanning,etc.).
• Strongstrategicandoperationalacumenwithabilitytobuildforscale,optimizecustomerjourneys,andalignsystemsandteamsaroundmeasurableoutcomes.
• SkilledinCStechnologyplatformssuchasGainsight,Salesforce,ChurnZero,HubSpot,orTotango.
• Exceptionalcommunicatorandcross-functionalcollaborator,especiallywithProduct,Marketing,andSalescounterparts.
• Provenabilitytousedataandcustomerfeedbacktodesignanditerateonprogramsthatdrivebusinessimpact.
• KnowledgeoftheNorthAmericaneducationmarket,includingK–12public,charter,and/orhighereducationinstitutions.
• Familiaritywithuniversaldesignforlearning(UDL),assistivetechnology,oraccessibilitybestpracticesisastrongplus.
• Backgroundworkingwithinapooled/scaledCSMteam,digitalsuccessprogram,orsharedinboxsupportmodel.
• Bachelor’sdegreeorequivalentinEducation,Business,orarelatedfield.Advanceddegreeaplus.

EEO and Apply Information

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