Director, Customer Success

Summary

Join Echo360 as the Director of Customer Success and lead a team of Customer Success Managers dedicated to ensuring customer satisfaction, retention, and growth for the Echo360 Learning Transformation Platform. You will guide corporate clients in adopting and realizing the value of Echo360's solutions, aligning with their L&D goals. This role involves designing and implementing strategies to enhance customer onboarding, engagement, and renewals, leveraging expertise in corporate L&D, SCORM compliance, and HRIS and LMS integrations. You will lead scalable initiatives to optimize product adoption and satisfaction, conduct customer sentiment assessments, and foster cross-functional collaboration. A strong focus on customer retention and growth is crucial, requiring the development of customized success plans and advocacy for customer needs. This fully remote position requires deep technical knowledge of SCORM-compliant content, HRIS platforms, and SaaS-based L&D technologies.

Requirements

• 7+ years in Customer Success or Account Management, with 3+ years in a leadership role
• Expertise in corporate L&D training platform solutions
• Strong knowledge of SCORM, HRIS platforms such as WorkDay, and LMS systems such as Cornerstone
• Knowledge of EdTech or SaaS products, with an understanding of and ability to articulate customer use cases
• Proficiency in tools like Gainsight, Salesforce.com, Hubspot, and Outreach
• Exceptional interpersonal and communication skills to build lasting client relationships
• Proven experience in team management, customer retention and renewals, customer engagement, and customer success strategies

Responsibilities

• Build, lead, and mentor a high-performing team of CSMs, fostering a collaborative and results-driven culture
• Establish performance metrics to track customer success and team efficiency
• Develop scalable initiatives to enhance product adoption, reduce churn, and drive customer satisfaction
• Align customer success goals with Echo360's objectives, prioritizing customer corporate L&D outcomes
• Coordinate and oversee onboarding and training efforts to ensure successful platform implementation
• Conduct formal (e.g., NPS) and informal customer sentiment assessments to gauge satisfaction
• Drive customer retention and renewal strategies, collaborating with Sales to identify upsell opportunities
• Develop customized success plans for key accounts to expand platform usage
• Act as the voice of the customer, sharing insights to drive product and process improvements
• Lead regular business reviews to highlight metrics, address concerns, and showcase platform impact
• Maintain a deep understanding of Echo360 products, features, and integrations with SCORM-compliant content and HRIS systems
• Provide technical guidance on platform workflows, use cases, and HRIS integration challenges
• Analyze customer data to identify health risks, usage patterns, and opportunities for growth
• Create performance reports highlighting ROI and demonstrating the platform's value to clients
• Partner with Product, Engineering, and Marketing teams to optimize the customer journey
• Engage customers in product testing, feedback sessions, and beta launches to enhance offerings

Preferred Qualifications

• Strategic: Aligns customer success goals with company objectives
• Data-Driven: Able to analyze and generate insights based on usage and market metrics
• Customer-Centric: Focused on end-to-end customer satisfaction and success
• Servant-Leader: A supportive and effective team-oriented leader
• Tech-Savvy: Understands SaaS operations and product value delivery

Benefits

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