Senior Director, Customer Success (East)

Oversee a multi-layered team of managers and individual contributors accountable for delivering retention and expansion across a portfolio exceeding $52M in ARR. Define and execute data-driven strategies that deliver measurable business results, strengthen customer partnerships, and cultivate long-term advocacy and loyalty.

In this role you will: Inspire, develop, and empower a team of managers and Customer Success professionals to achieve excellence and deliver exceptional customer outcomes. Own regional revenue retention and expansion performance, ensuring consistent achievement of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals. Design and implement scalable customer success strategies that enhance adoption, drive engagement, and fuel company growth across diverse markets and customer segments.

Lead through metrics—establish key performance indicators, forecast trends, and use insights to guide strategy, resource allocation, and continuous improvement. Foster cross-functional alignment with Sales, Marketing, Product, and Operations to ensure seamless customer journeys and unified go-to-market execution. Serve as the executive voice of the customer, translating customer insights into actionable recommendations that influence product innovation and business priorities. Drive operational excellence and process optimization to ensure consistency, efficiency, and scalability across regions and teams. Champion a culture of accountability, inclusion, and growth, empowering teams to innovate and deliver transformative educational experiences for all customers.