[Hiring] Director, Customer Success @ProctorU Inc.

Role Description

The Director of Customer Success owns the long-term success, retention, and growth of Meazure Learning’s strategic partners within the Professional Testing division. This role leads the end-to-end customer experience for a portfolio of named enterprise accounts, ensuring Meazure is seen not simply as a vendor, but as a mission-critical testing and assessment partner.

By combining strategic account leadership, operational fluency, and data-driven insight, this role drives sustained exam volume, expands adoption of Meazure’s full-service portfolio, and protects revenue by embedding Meazure deeply into each partner’s testing ecosystem.

Responsibilities

• Serve as the primary executive point of contact for assigned large and enterprise partners, owning the overall health, retention, and growth of each relationship.
• Develop and execute account success plans aligned to partner goals, testing programs, and long-term strategy.
• Build and maintain strong relationships with key stakeholders and decision-makers to ensure alignment, satisfaction, and advocacy.
• Sustain and grow exam volume across all assigned accounts through proactive engagement and value delivery.
• Identify client risk and mitigate and advocate working cross-functionally to resolve customer concerns.
• Set and manage partner expectations, addressing risks and issues before they impact outcomes.
• Forecast revenue and exam volume for a rolling twelve-month period, providing visibility and predictability to the business.
• Ensure high-quality, consistent delivery across all services by coordinating closely with internal operations, technology, and service teams.
• Leverage data to guide conversations, demonstrate value, and inform strategic decisions.
• Use performance trends and customer insights to proactively optimize testing programs and partner outcomes.
• Partner closely with the Sales and Account Management team to align on account strategy, pipeline, renewals, and expansion opportunities.
• Represent Meazure Learning at client meetings, industry events, and conferences to strengthen relationships and elevate Meazure’s brand.
• Serve as a senior resource for the Customer Success team, providing guidance and support on complex accounts and escalations.
• Act as a trusted advisor to both customers and internal stakeholders across the organization.

Qualifications

• Approximately 3-5 years’ experience in a customer success leadership role.
• Strong written and verbal communication skills required.
• Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite.
• Outstanding relationship and rapport building abilities.
• The ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining a profound attention to detail.
• Able to discern the difference between situations that require escalation, those that require immediate attention without escalation, and those that are important but not immediate.
• Professional character that represents Meazure Learning’s brand and service standards well.
• Is patient with and respectful of people and processes. Tries to understand the people and the data before making judgments and acting. Expresses sensitivity and empathy when appropriate.
• Skilled at troubleshooting with a logical, systematic approach.
• Willing to travel at least 10% to visit accounts.

Benefits

• Competitive Salary
• Exceptional Benefits:
• 401(k) plan with company matching & immediate vesting schedule (100% of the 1st 3% and 50% of the next 2%).
• BCBS Health, Dental, & Vision Insurance with generous employer funding for employees and dependents.
• Generous flexible time off approach.
• Professional development.
• Remote and hybrid first organization.
• Great working environment with a team of exceptional people.