Director of Customer Success

Summary

Join uConnect as the Director of Customer Success and lead a high-performing team focused on delivering exceptional client experiences. You will implement and optimize scalable customer success operations, ensuring alignment and empowerment across onboarding, account management, and customer education teams. This role requires designing and implementing programs to drive product adoption, customer engagement, renewals, and expansion opportunities while improving internal processes. You will work closely with cross-functional teams, championing the customer voice and ensuring the right systems and tools are in place. The position demands strategic thinking and hands-on involvement in building and scaling a relationship model that aligns customer goals with product value. You will also lead and coach the customer support team, mitigate risks, and continuously improve internal processes for optimal efficiency and effectiveness.

Requirements

• Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field
• 5+ years of experience leading and scaling high-performing Customer Success teams and driving retention strategies
• Experience implementing scalable systems and leading teams through operational change
• Expertise in navigating complex conversations and managing retention
• Strong ability to build and maintain long-term relationships with customers
• Experience in optimizing customer support workflows and issue resolution processes
• Ability to analyze customer success metrics and implement improvements
• Excellent problem-solving and critical-thinking abilities and day-to-day project management
• Experience working with sales, product, and marketing teams to align customer needs with business goals
• Comfortable working and thriving in a fast-paced, start-up environment where we move quickly and wear many hats
• Familiarity with CRM platforms, customer success tools, and support software, such as Gong, Vitally, Hubspot, etc

Responsibilities

• Client Relationship Management & Engagement – Build and scale relationship model that aligns customer goals with product value, enabling engagement and satisfaction, measurable outcomes and consistent experiences
• Team Leadership & Issue Resolution – Lead and coach customer support team, optimizing workflows, and manage escalations with focus on timely resolution and effective objection handling to retain trust and drive customer success
• Risk Mitigation & Customer Feedback Integration – Identifying potential challenges, proactively addressing issues, and using insights from customer interactions to improve the platform
• Account Growth, Renewals & Advocacy – Develop repeatable playbooks and team capabilities to drive expansion, renewals, and customer advocacy at scale, ensuring impact and growth with every account
• Self-Service Resources & Knowledge Base Development – Scale customer enablement by ensuring the ongoing development of a library of self-service tools and resources that reduce support dependency, improve onboarding, and empower users at every stage of their customer experience
• Continuous Improvement – Continuously improve internal processes, workflows, and tooling to support team efficiency and effectiveness

Preferred Qualifications

Background in SaaS, higher education, or career services technology is a plus

Benefits

• Remote work and flexible schedule
• Gold PPO health insurance with nation-wide networks covered at 100% for employee premiums and 60% for dependents
• Dental insurance covered at 75% for employee premiums and 50% for dependents
• Vision insurance covered at 75% for employee premiums
• Optional Health and Dependent Care FSAs
• One Medical Primary Care Membership
• 100% vested 401(k) with 100% of employee contributions matched up to the first 3% of pay and 50% of employee contributions matched on the next 2% of pay after a 90-day waiting period
• Employer paid $50,000 basic life insurance policy
• Unlimited paid vacation time
• 12 weeks paid parental leave after one year of employment
• Home office stipend