[Hiring] Director of Customer Success @Just Right Reader

Role Description

We are looking for an experienced Director of Customer Success to build and lead a strong Customer Success function at Just Right Reader. This is a foundational leadership role for someone who understands what great Customer Success looks like and can translate that experience into a practical, scalable operating model for our company.

The Director will own the customer journey from onboarding and implementation through adoption, impact, and renewal, while establishing the systems needed to deliver a consistently excellent customer experience. This person will build and lead the Customer Success team, recruit and develop talent, and establish the metrics and operating rhythms needed to identify customer risk and opportunity early. The Director will work closely with Sales, Product, Professional Development, Operations, and company leadership to ensure the organization is aligned around customer needs, outcomes, and retention. The ideal candidate brings significant Customer Success leadership experience, strong people-management skills, and the judgment and gravitas to build a function in an environment where many of the processes and practices are still being defined.

Key Responsibilities

• Customer Success Strategy & Operational Model
  • Own the Customer Success strategy and operating model with a singular focus on retention.
  • Establish a clear, end-to-end approach to the customer lifecycle - onboarding, implementation, adoption, impact, renewal, and expansion.
  • Define and implement Customer Success best practices, standards, processes, and operating rhythms.
  • Establish clear roles, responsibilities, and handoffs across the customer lifecycle.
  • Build a scalable model that balances high-quality customer relationships with efficient operations.
• Customer Journey & Retention
  • Establish standards for implementation quality, customer engagement, adoption, impact measurement, and renewal readiness.
  • Create clear frameworks for account segmentation, customer health, risk identification, and escalation.
  • Own the approach to retention and renewal forecasting.
  • Partner with Sales to create strong transitions from new business through implementation.
  • Stay close to important customers and customer patterns to understand needs.
• People Leadership & Team Building
  • Build, recruit, and lead a high-performing Customer Success team.
  • Hire, onboard, coach, and develop team members.
  • Establish team goals, performance standards, and operating rhythms.
  • Identify capability gaps and build the training, resources, and development plans needed.
  • Build a culture of ownership, accountability, customer empathy, and continuous improvement.
• Data, Systems, & Performance
  • Establish the metrics and reporting needed to understand customer health, adoption, implementation progress, retention, renewal, and expansion.
  • Build reliable dashboards and forecasting processes.
  • Use customer and business data to identify trends, risks, and leading indicators.
  • Ensure Customer Success information is accurately maintained in HubSpot and other relevant systems.
  • Translate customer and performance data into clear insights and actions.
• Cross-Functional Leadership
  • Partner closely with Sales to improve customer handoffs, implementation readiness, renewal planning, and expansion opportunities.
  • Collaborate with Product and Professional Development to bring customer needs into company priorities.
  • Work with Operations and other teams to establish clear processes for customer-related workflows.
  • Represent the voice of the customer in cross-functional and leadership discussions.

Qualifications

• 8+ years of progressive experience in Customer Success, account management, partnerships, client services, or a related field.
• Demonstrated experience building or significantly improving a Customer Success function.
• Proven experience hiring, coaching, and developing customer-facing professionals.
• Strong understanding of Customer Success best practices.
• Strong commercial and analytical acumen.
• Demonstrated ability to build trusted relationships with senior leaders.
• Strong organizational and problem-solving skills.
• Excellent communication, judgment, and executive presence.

Preferred

• Experience in K-12 education, edtech, educational publishing, or another education-focused organization.
• Experience with recurring-revenue business models and SaaS products.
• Experience building a Customer Success organization amid significant company growth.
• Experience with HubSpot or another CRM and Customer Success technology stack.

What Success Looks Like

• Just Right Reader has a clear Customer Success model.
• Customer Success has reliable visibility into account health, implementation, adoption, renewal risk, and expansion opportunities.
• Customers experience a high-quality journey from onboarding through renewal.
• The Customer Success team is appropriately staffed, well-managed, and increasingly capable.
• Customer retention, renewal forecasting, adoption, and customer health become increasingly predictable and measurable.
• Customer Success becomes a trusted source of customer insight.
• The Director establishes a durable Customer Success function that can scale with the company.

Benefits

• Mission-driven company focused on improving literacy and education outcomes.
• Collaborative and innovative work environment with opportunities for growth and development.
• Competitive salary and benefits package.