[Hiring] Customer Success Director @Torsh, Inc

Role Description

As Director of Customer Success, you'll lead and develop a team that helps customers realize the full value of TORSH's solutions. You'll play a critical role in driving customer retention, renewals, account growth, and overall customer satisfaction. This is a hands-on leadership opportunity for someone who enjoys both the people and operational sides of Customer Success. You'll coach and support your team, strengthen customer engagement strategies, improve processes, and use data to make informed decisions.

Working closely with Business Development, Product, Engineering, and Marketing, you'll help shape how we deliver a consistent, high-quality customer experience as TORSH continues to grow.

What You'll Do

• Lead, Coach, and Develop Your Team
  • Lead and mentor Customer Success Managers and Customer Enablement Managers, fostering accountability, collaboration, and continuous development.
  • Establish clear goals, performance expectations, and consistent coaching practices that help team members succeed.
  • Support team development, hiring, onboarding, and workforce planning.
  • Identify opportunities to improve team effectiveness, workload distribution, and customer coverage.
• Drive Customer Retention and Growth
  • Own the overall strategy and performance of customer renewals, retention, and expansion opportunities.
  • Develop accurate renewal and growth forecasts, identify risks early, and implement proactive customer retention strategies.
  • Partner with Customer Success Managers to strengthen account planning, customer engagement, and renewal readiness.
  • Monitor account health and portfolio performance, using data to identify trends, opportunities, and areas requiring attention.
• Build Scalable Customer Success Practices
  • Develop and improve Customer Success processes, playbooks, and operating standards.
  • Strengthen customer onboarding, account transitions, executive business reviews, and escalation management.
  • Design customer engagement approaches that balance personalized support with scalable service delivery.
  • Maintain accurate customer information, renewal forecasts, and account activity within our CRM.
  • Identify opportunities to improve efficiency, consistency, and the overall customer experience.
• Build Strong Customer and Cross-Functional Partnerships
  • Serve as an executive-level partner for strategic, high-value, and at-risk customers.
  • Build trusted relationships with customer leaders, helping them connect TORSH's solutions to their organizational goals.
  • Collaborate with Business Development, Product, Engineering, and Marketing to address customer challenges and improve customer outcomes.
  • Represent customer needs internally and help prioritize improvements that support retention and long-term growth.
  • Provide leadership with meaningful insights into customer performance, revenue opportunities, and business risks.

Qualifications

• 7+ years of progressive experience in Customer Success, account management, or implementation within a SaaS environment.
• 3+ years of experience managing, coaching, and developing customer-facing teams.
• Demonstrated success improving customer retention, renewals, account growth, and overall portfolio performance.
• Strong understanding of Customer Success operations, including account health monitoring, renewal forecasting, customer lifecycle management, and escalation processes.
• Experience developing scalable Customer Success strategies and service models across different customer segments.
• Proven ability to build relationships with senior and executive-level customer stakeholders.
• Strong analytical skills, including experience using CRM data, reporting, and customer performance metrics to guide decisions.
• Excellent communication, problem-solving, and leadership skills.
• Ability to collaborate effectively across Sales, Product, Engineering, and other business functions.

Preferred Qualifications

• Experience in EdTech, K–12 education, early childhood education, or education-focused SaaS.
• Experience with HubSpot or similar CRM platforms.
• Familiarity with Gong or other conversation intelligence tools.
• Experience leading customer success operations in a growing SaaS organization.
• Experience developing tiered customer engagement models, including high-touch, mid-touch, and technology-enabled support.

Compensation & Benefits

• Base Salary: $110,000 annually
• On-Target Earnings (OTE): $130,000, including performance-based incentives
• Competitive employee benefits package
• Paid time off and company holidays
• Fully remote work environment
• Professional development opportunities

Join Our Team

If you're a Customer Success leader who enjoys developing people, solving complex challenges, and building strong customer partnerships, we'd like to hear from you. Join TORSH and help us strengthen the customer experience while supporting educators and organizations in achieving meaningful outcomes.