Director, Customer Success

Ladders; United States; À distance; USD 125 000 - 150 000; Plein temps

Avantages offerts par ce poste

Employee ownership program

Flexible work options

Generous time off and wellness

Résumé du poste

Ladders is seeking a Director, Customer Success to lead a high-performing team serving education customers within the Education, Government & Non‑Profit sector. You will partner with Sales and cross‑functional teams to drive retention, growth, and executive relationships while shaping go‑to‑market execution.

This remote, US‑based role emphasizes coaching, disciplined planning, and global coordination of Customer Success.

Qualifications

• 5-7 years of experience in Customer Success or account management roles.
• Proven track record of leading and developing managers.
• Strong understanding of K-12 education market dynamics.
• Experience in forecasting and risk management.
• Exceptional communication skills for executive-level interactions.
• Ability to leverage AI for operational improvements.
• Bachelor's degree or equivalent experience.

Responsabilités

• Lead and develop a team of Customer Success Managers and Associates.
• Own hiring, onboarding, and performance management for the team.
• Set standards for coaching and business review processes.
• Balance workload and territory coverage effectively.
• Co-own go-to-market strategy with Sales and cross-functional partners.
• Build executive relationships with key educational districts and agencies.
• Collaborate with global Customer Success teams to align strategies.

Connaissances

Team leadership

Executive communication

Forecasting

AI for operational improvements

Cross-functional collaboration

Formation

Bachelor's degree or equivalent experience

Description du poste

For our client, we are seeking a Director, Customer Success to join the team of a leader in the Education, Government & Non-Profit space.

This role will lead a high-performing Customer Success organization focused on helping education customers achieve measurable outcomes and long-term value. You will partner closely with Sales and other cross-functional teams to shape go-to-market execution, strengthen executive relationships, and improve retention and growth. The position also carries responsibility for team development, operational discipline, and coordinated planning across a global Customer Success function.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $125,000 – $150,000 annually

Responsibilities

• Lead and develop a team of Customer Success Managers and Associates
• Own hiring, onboarding, and performance management for the team
• Set standards for coaching and business review processes
• Balance workload and territory coverage effectively
• Co-own go-to-market strategy with Sales and cross-functional partners
• Build executive relationships with key educational districts and agencies
• Collaborate with global Customer Success teams to align strategies

Qualifications

• 5-7 years of experience in Customer Success or account management roles
• Proven track record of leading and developing managers
• Strong understanding of K-12 education market dynamics
• Experience in forecasting and risk management
• Exceptional communication skills for executive-level interactions
• Ability to leverage AI for operational improvements
• Bachelor's degree or equivalent experience

Benefits

• Competitive compensation with employee ownership program
• Flexible work culture with remote and hybrid options
• Generous time off and wellness programs
• Learning and development resources including tuition reimbursement
• Comprehensive mental health support
• Employee recognition program
• Inclusive and supportive company culture

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.