[Hiring] Director of Customer Success @SchooLinks

Role Description

The Director of Customer Success owns the post-onboarding customer journey through renewal and expansion. This is a revenue-critical role. You will lead a team of Customer Success Managers, drive measurable outcomes via workflow expansion across departments, deepen adoption, and build the executive relationships that ensure SchooLinks becomes deeply embedded in every district we serve.

What You Own

• Team Leadership & Performance Management
  • Lead and develop a team of Customer Success Managers; own their ramp, performance, and outcomes.
  • Lead by example by directly managing a small number of strategic accounts.
  • Set clear KPIs for every CSM — retention, GRR, and usage expansion — and hold the team accountable to them.
  • Coach up high performers, coach out those who cannot meet the bar; no mediocrity tolerated.
  • Build a team culture anchored in PACE: performance-driven, candid, and fully accountable.
  • Plan and forecast team’s capacity based on productivity metrics & expected team output.
• Retention & Revenue Protection
  • Own Gross Revenue Retention (GRR) at or above company targets — this is your most critical metric.
  • Participate in and eventually own annual renewal forecasting.
  • Execute proactive renewal strategies that eliminate surprises and churn.
  • Identify at-risk accounts early; deploy interventions before accounts reach the red zone.
  • Implement playbooks for every stage of the post-onboarding journey: activation, adoption, renewal, expansion.
• Usage Expansion & Adoption
  • Drive measurable increases in platform usage across the student, counselor, CTE and executive personas.
  • Build and execute workflow adoption campaigns in partnership with Product and Marketing.
  • Track leading indicators of healthy engagement relentlessly.
• Executive Sponsorship & Multi-Threading
  • Build and maintain executive-level relationships across these offices: Superintendent, CTE, Counseling, Accountability.
  • Ensure no account is single-threaded; map stakeholders and maintain multi-contact coverage as a standard operating procedure.
  • Lead executive business reviews (EBRs) that are outcome-focused and data-driven, not just relationship check-ins.
  • Partner with Sales and Marketing to identify and develop expansion and upsell opportunities within the existing customer base.
• CS Operations & Metrics
  • Maintain a CS dashboard: GRR, NRR, CSAT, adoption rates, EBR cadence, and renewal pipeline by CSM.
  • Establish operating rhythms — weekly team standups, QBRs, renewal forecasting — and hold the team to them.
  • Identify systemic issues driving churn or disengagement and bring data-backed recommendations to leadership.
  • Report to the VP/C-Suite with a clear view of customer health and revenue risk at all times.

Qualifications

• 5+ years in Customer Success in B2B SaaS; 2+ years managing a CS team with revenue accountability.
• Proven track record owning GRR and NRR metrics at or above target — bring the numbers.
• Experience building and running multi-threaded executive relationships in complex, multi-stakeholder environments.
• Direct, candid communicator — you give hard feedback, make tough calls, and do not sugarcoat performance gaps.
• Systems thinker: you build playbooks, dashboards, and scalable processes.
• EdTech or public-sector SaaS experience a strong plus; passion for student outcomes required.
• High ownership, low ego: you hold yourself and your team accountable and you do not make excuses.

Benefits

• 100% health insurance coverage for employees.
• 401(k) with company matching.
• Dental & vision.
• Parental leave.
• Subsidized gym membership.
• Remote work stipend.
• Annual Team offsite.

Company Description

SchooLinks is transforming the future of student success through innovative college and career readiness solutions. We are on a mission to modernize how districts prepare students for life after high school.

We operate like a championship team — not a family. High expectations, direct feedback, and a relentless commitment to performance. We recruit athletes: people who are driven, coachable, and obsessed with winning. We operate by PACE core values.