Director, Customer Success Jobs in Mesa, Arizona, United States; Ottawa, Ontario, Canada
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Mesa, Arizona, United States; Ottawa, Ontario, Canada
Senior Director of Customer Success
Top Benefits
About the role
Who you are
- Customer-first mindset with a focus on outcomes and value realization
- Experience building and scaling Customer Success processes and teams
- Proven track record of improving adoption, customer health, and retention metrics
- Strong leadership and coaching abilities
- Excellent communication and executive stakeholder management skills
- Ability to collaborate and influence across functions, especially Account Management, Support, and Professional Services
- Strong strategic thinking paired with hands-on execution ability
- Familiarity with CRM and CS tools and data-driven decision making
- 8–12+ years of experience in Customer Success, Account Management, or related roles
- 5+ years of people management experience, preferably leading CSM teams
What the job involves
- We are seeking a strategic and people-focused Senior Director of Customer Success to lead and scale our Customer Success organization. This role will oversee a team of 5 Customer Success Managers (CSMs) responsible for driving product adoption, customer outcomes, and overall customer health across our higher education client base
- Our customers are supported by both Account Managers (AMs) and Customer Success Managers (CSMs). Account Managers serve as the primary relationship owners and are responsible for commercial strategy, renewals, and expansion. In close partnership, the Customer Success team ensures customers are successfully adopting our solutions and realizing measurable value
- This role will be critical in defining and strengthening this partnership model to deliver a seamless, high-impact customer experience
- Team Leadership & Development
- Lead, mentor, and develop a team of 5 Customer Success Managers
- Establish clear performance expectations, KPIs, and career growth plans
- Foster a high-performance, outcomes-driven, and collaborative culture
- Customer Outcomes & Success Strategy
- Define and execute a Customer Success strategy focused on product adoption, value realization, and customer health
- Build and scale frameworks for one-to-one and one-to-many engagements
- Ensure consistent delivery of measurable outcomes aligned to customer goals
- Customer Success & Account Management Alignment
- Establish clear roles, responsibilities, and engagement models between CSMs and Account Managers
- Partner closely with AM leadership to deliver a unified customer experience across the lifecycle
- Create joint account planning processes that align success plans with commercial strategy
- Support AMs by providing insights on product usage, adoption risks, and value realization to inform renewals and growth conversations
- Retention & Growth Support
- Contribute to revenue retention by driving adoption and reducing churn risk
- Identify at-risk accounts and partner with Account Managers on mitigation and recovery strategies
- Enable expansion opportunities through demonstrated customer value and strong product adoption
- Operational Excellence
- Develop scalable processes, playbooks, and success methodologies
- Leverage data and analytics to track customer health, engagement, and outcomes
- Optimize use of CRM and Customer Success platforms
- Cross-Functional Collaboration
- Partner with Product, Sales, Marketing, Professional Services, and Support to align on customer needs and feedback
- Act as the voice of the customer to influence product roadmap and priorities
- Collaborate on go-to-market strategies and customer communications
- Describe the specific responsibilities and job functions of the role
Benefits
- Private stock options
- Medical and dental insurance
- Collaborative work environment
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About Modern Campus
Modern Campus is the leading provider of innovative, student-centric SaaS solutions, empowering over 1,700 higher education institutions to attract, engage, and retain learners for life. Our comprehensive suite of products addresses critical touch-points across the student lifecycle, enabling institutions to deliver personalized, dynamic learning experiences that align with the evolving needs of today’s diverse learners.
Attract: We make it easy for prospective students—whether they are high school students or adults seeking opportunities—to find the right programs, understand costs, and navigate the enrollment process seamlessly with our industry-leading Web CMS and personalized marketing tools.
Engage: Our solutions drive meaningful student engagement through personalized communications and involvement tracking, ensuring students stay connected and supported throughout their academic journey.
Retain: By leveraging data-driven insights and streamlined processes, we help institutions build lasting relationships with students, supporting higher retention rates and successful outcomes.
With a 98% customer satisfaction rate and numerous awards for service excellence, Modern Campus is the trusted partner for institutions aiming to create a modern, impactful educational experience. We believe in the transformative power of education and are committed to being the catalyst for change in higher education, helping institutions thrive in an increasingly complex landscape.
Learn more at moderncampus.com
Looking for your next big opportunity? Join a team that’s customer-obsessed, fearless in facing challenges, and united in the pursuit of excellence. At Modern Campus, you won’t just be building software—you’ll be building better futures.