[Hiring] Senior Director, Customer Success @Modern Campus

Role Description

We are seeking a strategic and people-focused Senior Director of Customer Success to lead and scale our Customer Success organization. This role will oversee a team of 5 Customer Success Managers (CSMs) responsible for driving product adoption, customer outcomes, and overall customer health across our higher education client base.

Our customers are supported by both Account Managers (AMs) and Customer Success Managers (CSMs). Account Managers serve as the primary relationship owners and are responsible for commercial strategy, renewals, and expansion. In close partnership, the Customer Success team ensures customers are successfully adopting our solutions and realizing measurable value. This role will be critical in defining and strengthening this partnership model to deliver a seamless, high-impact customer experience.

Key Responsibilities

• Team Leadership & Development
  • Lead, mentor, and develop a team of 5 Customer Success Managers
  • Establish clear performance expectations, KPIs, and career growth plans
  • Foster a high-performance, outcomes-driven, and collaborative culture
• Customer Outcomes & Success Strategy
  • Define and execute a Customer Success strategy focused on product adoption, value realization, and customer health
  • Build and scale frameworks for one-to-one and one-to-many engagements
  • Ensure consistent delivery of measurable outcomes aligned to customer goals
• Customer Success & Account Management Alignment
  • Establish clear roles, responsibilities, and engagement models between CSMs and Account Managers
  • Partner closely with AM leadership to deliver a unified customer experience across the lifecycle
  • Create joint account planning processes that align success plans with commercial strategy
  • Support AMs by providing insights on product usage, adoption risks, and value realization to inform renewals and growth conversations
• Retention & Growth Support
  • Contribute to revenue retention by driving adoption and reducing churn risk
  • Identify at-risk accounts and partner with Account Managers on mitigation and recovery strategies
  • Enable expansion opportunities through demonstrated customer value and strong product adoption
• Operational Excellence
  • Develop scalable processes, playbooks, and success methodologies
  • Leverage data and analytics to track customer health, engagement, and outcomes
  • Optimize use of CRM and Customer Success platforms
• Cross-Functional Collaboration
  • Partner with Product, Sales, Marketing, Professional Services, and Support to align on customer needs and feedback
  • Act as the voice of the customer to influence product roadmap and priorities
  • Collaborate on go-to-market strategies and customer communications

Qualifications

• Customer-first mindset with a focus on outcomes and value realization
• Experience building and scaling Customer Success processes and teams
• Proven track record of improving adoption, customer health, and retention metrics
• Strong leadership and coaching abilities
• Excellent communication and executive stakeholder management skills
• Ability to collaborate and influence across functions, especially Account Management, Support, and Professional Services
• Strong strategic thinking paired with hands-on execution ability
• Familiarity with CRM and CS tools and data-driven decision making
• 8–12+ years of experience in Customer Success, Account Management, or related roles
• 5+ years of people management experience, preferably leading CSM teams

Benefits

• The base salary range for this position is between $125,000-$175,000
• Remote first workplace!
• Rewards and recognition programs
• Learning and development opportunities
• The ability to make a difference every day for universities trying to grow and students trying to learn!

Company Description

At Modern Campus, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply for our positions. Modern Campus is proud to be an equal opportunity workplace and is committed to bring on hires regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status (for US candidates). If you require accommodations during any part of the interview process due to a disability, please let our recruiter know.