Director, Scaled Customer Success (Remote, US)

📋 Description

• Define and execute the long-term scaled CS strategy for SMB and Schools.
• Lead frontline managers in day-to-day scaled CS motions.
• Build a data-driven, scalable customer experience with automation.
• Partner across CS Ops, Product, Marketing, Sales, and CX leadership.
• Own the scaled journey from onboarding to renewal expansion readiness.
• Set roles, metrics, and rhythms for the Scaled CS team.

🎯 Requirements

• 7+ years in CS, Account Management, or similar.
• 3+ years managing people leaders and driving retention.
• Experience in EdTech, K-12, SaaS, or institutional segments preferred.
• Experience building scaling scaled CS models digital tech touch.
• Hands on automation in CS tools Gainsight Planhat or similar.
• US work authorization and willingness to travel 10-15%.

🎁 Benefits

• Health and wellness benefits including medical and HSA.
• Work From Home fully remote plus monthly tech stipend.
• Supporting ALL Families with parental leave and fertility support.
• Financial wellbeing with 401k match.
• Time off including Flexible PTO and holidays.
• Professional development annual learning allowance.