[Hiring] Director of Customer Success Management @Kuali

Role Description

We're looking for a Director of Customer Success Management to lead and grow our CSM team while carrying a book of strategic accounts. This is a working leadership role — not a hands-off one.

As Director of CSM, you'll:

• Set the CSM operating motion as Kuali scales
• Define how we engage accounts at every tier
• Own GRR and NRR across the portfolio
• Build scalable systems (tech-touch, segmentation, health scoring) that let retention and expansion compound as we grow

This role is remote.

Qualifications

• 8+ years in customer success, with at least 4 years managing a CSM team in an enterprise B2B SaaS environment
• Experience owning a book of complex, multi-stakeholder enterprise accounts, ideally in higher education, government, or similarly compliance-oriented verticals
• Hands-on work with CS platforms — the ability to build, not just use them
• Experience building repeatable CS motions: segmentation, health scoring, QBR frameworks, and renewal playbooks
• Experience applying AI tools to day-to-day work: drafting, research, synthesis, meeting preparation, or workflow automation
• Experience operating in a multi-product environment where accounts hold different product combinations and require individualized approaches

Requirements

• Model curiosity, openness, accountability, and a commitment to delivering amazing experiences
• Resourceful executor: take broad vision, collaborate on strategic priorities, and own the steps required to make it real
• Calm under pressure: handle shifting priorities, ambiguity, and fast-changing situations with resilience
• Collaborative and influential: build trust quickly and communicate clearly across all levels of the organization
• Organized and detail-oriented: manage multiple projects at once without losing sight of the big picture
• Thrive in remote environments: create alignment and connection across distributed teams
• Roll up your sleeves: comfortable being the ‘doer of last resort’ in a resource-constrained environment
• Broad experience: independently led multi-disciplinary projects in resource-constrained environments

Benefits

• The opportunity to work together with smart, passionate people to build a high growth, highly profitable SaaS company
• Flexible remote work with no expectation of returning to an office setting
• A truly exceptional benefits package, including 100% company-paid medical and dental insurance
• 100% 401(k) matching up to 4%
• Paid Maternity/Parental leave
• Flexible PTO — no accrual limits, no ‘use it or lose it.’ Just work with your manager to ensure the team’s covered, and take the time you need to recharge
• Encouragement and support for ongoing learning and skill development
• Recognition platform to celebrate contributions with meaningful incentives
• Company retreats to connect, recharge, and collaborate