Director, Customer Success

Summary

Join Echo360 as their experienced Director of Customer Success to lead a team of Customer Success Managers (CSMs) focused on customer retention, growth, and satisfaction. You will create and implement customer success strategies, ensuring seamless onboarding, customer engagement, and renewals across the Echosystem portfolio. This fully remote position requires a data-driven, strategic, and customer-focused leader with deep understanding of EdTech, Corporate L&D, and SaaS. The role involves team leadership, strategy development, customer engagement, and cross-functional collaboration. You will analyze user data, generate insights, and create performance reports. Echo360 offers a competitive salary and comprehensive benefits package.

Requirements

• 7+ years in Customer Success or Account Management, with 3+ years in a leadership role
• Proven experience in team management, customer retention and renewals, customer engagement, and customer success strategies
• Strong oral and written communication and interpersonal skills, with an ability to build lasting client relationships
• Knowledge of EdTech or SaaS products, with an understanding of and ability to articulate customer use cases
• Fluency with Gainsight, Salesforce.com, Hubspot, and Outreach

Responsibilities

• Lead a team of CSMs, ensuring the effective onboarding, adoption, and retention customer accounts
• Establish performance metrics and a collaborative, high-performing culture
• Develop and scale initiatives to maximize product usage, reduce churn, and drive customer satisfaction
• Deepen customer affinity and advocacy across higher ed and corporate markets
• Oversee onboarding and training efforts to ensure successful implementations and usage
• Direct formal (NPS) and informal customer sentiment measurement
• Develop and implement strategies to improve customer retention and manage renewals
• Collaborate with Sales to identify upsell opportunities and drive account growth
• Act as a customer advocate, encouraging feedback for continuous product and process improvement
• Conduct regular business reviews, highlight key metrics, and address any customer concerns
• Possess an in-depth understanding of Echo360 products, features, capabilities, use cases, workflows, and benefits
• Analyze user data and generate actionable insights to inform health/risk vectors for customers in your portfolio
• Create and deliver regular performance reports to clients, highlighting key metrics and demonstrating the impact of the platform on their educational initiatives
• Work closely with Product, Engineering, and Marketing teams to optimize the customer experience
• Partner with customers for product testing, feedback sessions, and beta offerings

Benefits

• Medical, dental, vision, life & disability insurance
• A 401(k) plan with company match
• An unlimited PTO policy