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We are looking for an experienced Director of Customer Success to join our fast-growing company. This role will be critical in ensuring high customer retention rates and identifying upselling opportunities. The ideal candidate should have a proven track record in customer success within the higher education or edtech industry. If you want to join a forward-thinking company where your contributions will have a direct impact on our customers’ experience and company’s growth, then we encourage you to apply. 

Typical Duties and Responsibilities

  • Articulate the vision for the customer success team to drive customer engagement and value realization while focusing on customer needs
  • Develop and implement effective customer success strategies that drive customer adoption, retention, and growth
  • Collaborate with sales, marketing, and product teams to deliver seamless customer experiences
  • Oversee operations, including forecasting, recruiting, training, quality assurance, CSM capacity planning, and capturing customer feedback
  • Monitor and measure customer health, proactively mitigating risks and addressing customer challenges 
  • Identify upselling opportunities and work with the sales team to drive customer growth
  • Manage the customer success team, providing coaching, mentoring, and professional development opportunities
  • Establish key performance metrics and goals for the customer success team, and regularly report on these metrics to the senior leadership team
  • Achieve Net Retention and Gross Retention goals through proactive engagement and value delivery
  • Serve as a customer advocate, ensuring that customer feedback is heard and acted upon within the organization
  • Build strong relationships with key customer stakeholders to understand their needs and ensure their success
  • Develop a deep understanding of our products and services, and how they drive value for our customers

Education

  • Bachelor’s degree in business, marketing, or a related field

Required Skills and Experience

  • 5+ years of experience in a customer success leadership role, preferably in edtech or higher education
  • Experience in customer-facing roles 
  • Experience with customer success software and tools
  • Experience supporting renewal processes and driving customer ARR through strategic initiatives
  • Experience implementing customer success and sales processes and methodologies
  • Experience fostering relationships with customers to ensure value realization and enhance customer loyalty
  • Experience successfully working with C-level executives
  • Knowledge of customer success best practices and trends
  • Excellent communication and relationship-building skills
  • Strong analytical and data-driven decision making skills 

Preferred Qualifications

  • Master’s degree or higher in business, marketing, or a related field