Director, Customer Success - M5 (CUSSUC - Customer Success)

Vista Equity Partners Management, LLC; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

A leading company in the education sector seeks a Director of Customer Success to spearhead product adoption programs and lead a high-performing team. This role involves strategic development, cross-functional collaboration, and ensuring customer satisfaction and success, with a focus on driving business growth and minimizing churn.

Qualifications

• 10+ years in Customer Success or related fields with 4+ years in leadership.
• Experience in multi-product SAAS environments.
• Strong empathy for customers and passion for revenue and growth.

Responsibilities

• Define customer engagement models and drive adoption processes.
• Manage and coach a high-performing team of Customer Success professionals.
• Collaborate cross-functionally with Marketing, Sales, and Product teams.

Skills

Customer Success

Change Management

User Adoption Best Practices

Excellent People Management

Exceptional Communication

Empathy for Customers

Flexibility

Education

Bachelor’s degree

Advanced degree

Tools

Gainsight

Salesforce Lightning

Job description

Director, Customer Success - M5 (CUSSUC - Customer Success)

The Director, Education Impact Consulting is responsible for leading out product adoption programs and education consultative practices across the PowerSchool suite of products. This role will oversee a team of Senior Managers, Team Leads and Education Impact Consultants, developing and executing on best-in-class customer engagement, adoption best practices and ensuring customers achieve their desired outcomes and ROI.

Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strategic Development: Define and evolve customer engagement models, adoption best practices and cross functional interactions to support the full PowerSchool suite.
• Team Leadership: Manage, coach, and scale a high performing team of Education Impact Consultants who partner directly with customers to drive adoption of their PowerSchool products. Management across multiple levels including Senior Managers, Associate Managers, Supervisors and Individual Contributors. Driving the department towards execution against KPIs
• Cross-Functional Collaboration: Work closely with Product, Marketing, Sales and broader Customer Success/Customer Experience teams to align inter-departmental processes and customer engagement models.
• Maximize Customer Lifetime Value: Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Mitigate Renewal Risks: Reduce churn and drive new business growth through greater advocacy and reference ability.
• Operational Excellence: Drive adoption focused processes, tools and templates with the Success Operations team
• Data-Driven Insights: Monitor usage analytics, customer health metrics/ adoption KPI to identify risks, opportunities and areas for improvement
• Thought Leadership: Stay current with industry trends and customer success best practices
• Customer Advocacy: Partner with Customer Marketing and Product teams to surface-adoption success stories, feedback loops and references.

Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

• 10+ years of experience in Customer Success, Customer Experience or related fields with 4+ years in a leadership position
• Experience leading and scaling teams across multi-product SAAS environments
• Strong understanding of customer success methodologies, change management theory, user adoption best practices and value realization
• Excellent people management, coaching and organizational skills
• Exceptional communication skills, both written and verbal
• Strong empathy for customers and passion for revenue and growth
• Flexible approach, able to operate effectively with uncertainty and change
• K12, Government, Public sector experience required
• Bachelor’s degree required, advanced degree a plus. Gainsight and Salesforce Lightning experience preferred