Director of Customer Success (K-12 Education)

Location: US-REMOTE; remote role with travel to customer sites, conferences, and team onsites

Estimated base salary: $160K–$185K

Company

Builds intuitive products that support learning, personal development, education, and careers.

What you will do

• Lead the NORAM K12 Customer Success team, including Managers, Customer Success Managers, and Customer Success Associates.
• Own hiring, onboarding, performance management, career development, succession planning, team structures, segmentation, and reporting lines.
• Set the operating and coaching standards for value conversations, renewal forecasts, risk escalations, and business reviews.
• Co-own go-to-market strategy, drive adoption and expansion across the product portfolio, and oversee renewal, pipeline, non-renewal, and forecasting performance.
• Build executive relationships with strategic districts, statewide consortiums, and state agencies, while serving as an escalation point and customer advocate.
• Shape global Customer Success playbooks, value frameworks, enablement, regional rollouts, accountability frameworks, and organizational OKRs.

Requirements

• Experience turning company vision into executable work within Customer Success, account management, or post-sales organizations.
• Track record of leading Managers and developing leaders who can make decisions independently.
• Experience designing team structures, spans, and segmentation models aligned with strategy.
• Strong leadership presence with customers and internal executives, with the ability to influence without formal authority.
• Experience accurately forecasting a book of business and assessing risk and expansion opportunities.
• Deep knowledge of the K-12 education market, including district and state budget cycles, procurement, funding sources, and school-system decision-making.
• Experience using AI to fundamentally change how teams operate.
• Strong analytical skills and ability to use Gainsight, Salesforce, and reporting tools to support decisions.
• Exceptional written and verbal communication skills, calm judgment under pressure, and ability to manage ambiguous, high-stakes situations across multiple stakeholders.
• Willingness to travel to customer sites, conferences, and team onsites.
• Bachelor’s degree or equivalent experience.

Culture & Benefits

• Competitive compensation and an ownership program for full-time employees.
• Flexible remote, hybrid, and in-office collaboration spaces depending on role, team, and location.
• Generous time off, local holidays, and an annual late-December “Dim the Lights” period.
• Wellness programs, mental health support, learning resources, professional development tools, and tuition reimbursement.
• Employee recognition program and an inclusive culture focused on support and meaningful connection.

Hiring process

• All employees must pass a background check.
• Candidates may be asked to verify their legal name, current physical location, contact number, and residential address in accordance with applicable privacy laws.