Customer Success Manager
RudderStack
Director, Customer Success
Everway
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead the strategy, operations, and innovation behind how Everway supports and engages thousands of education customers
- Responsible for driving proactive, data-informed success programming that enhances customer value, adoption, and retention across K–12, Higher Ed, and State-level accounts
- Work closely with CS leadership, Product, Marketing, and Sales to ensure high-scale engagements are customer-centric and aligned to broader GTM strategy
- Lead a team of pooled success managers and/or program managers, building systems and processes that scale with the customer base
- Design and execute the scaled customer success strategy across North America
- Support thousands of active accounts through digital, pooled, and tech-touch engagement
- Coach and develop a high-performing team responsible for proactive outreach, usage enablement, success planning, and risk mitigation in a pooled delivery model
- Build and optimize standardized workflows, playbooks, and risk intervention models that improve consistency and support scale across customer segments
- Partner cross-functionally to deliver integrated customer journeys, onboarding programs, and engagement campaigns that drive adoption and retention
- Own the strategy for usage stimulation, segmentation, and just-in-time digital touchpoints to ensure every customer receives appropriate engagement
- Leverage data, customer feedback, and cross-functional input to design scalable success programs and retention programs
Requirements
- 8+ years in Customer Success, Account Management, or Customer Marketing
- 3+ years in a leadership role, ideally in SaaS or EdTech
- Demonstrated experience building or leading scaled or tech-touch CS programs (email automation, onboarding journeys, webinars, digital success planning, etc.)
- Strong strategic and operational acumen with ability to build for scale, optimize customer journeys, and align systems and teams around measurable outcomes
- Skilled in CS technology platforms such as Gainsight, Salesforce, ChurnZero, HubSpot, or Totango
- Exceptional communicator and cross-functional collaborator, especially with Product, Marketing, and Sales counterparts
- Proven ability to use data and customer feedback to design and iterate on programs that drive business impact.
Benefits
- Competitive salary with bonus opportunities
- Flexible work schedules
- Comprehensive health and wellness benefits
- Flexible time off plans
- Career growth through development programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementcustomer marketingdata-informed programmingusage enablementsuccess planningrisk mitigationemail automationonboarding journeysdigital success planning
Soft skills
strategic acumenoperational acumencommunicationcollaborationcoachingteam developmentproblem-solvingcustomer-centricityleadershipadaptability
