Customer Success Manager
RudderStack
Director, Customer Success – West
Everway
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead, coach, and develop a high-performing team of regional CSMs supporting K–12 and higher education accounts across the West region.
- Drive consistent delivery of customer success motions including onboarding, adoption, renewal, and expansion aligned to global frameworks and KPIs.
- Partner with peer Directors (East, Scaled, and Support) to ensure alignment, standardization, and knowledge sharing across the Customer Operations organization.
- Own regional retention and CSQL goals, leveraging data and forecasting to drive accountability and business impact.
- Oversee customer health monitoring and risk mitigation across the regional book of business; manage escalations and high-visibility accounts to resolution.
- Partner cross-functionally with Sales, Marketing, Product, and Professional Learning to deliver cohesive customer journeys and ensure the voice of the customer informs product and GTM strategy.
- Champion adoption and expansion initiatives using insights from usage data, customer feedback, and success planning to identify growth opportunities.
- Support ongoing process improvement by contributing to playbook development, operational efficiency, and systems optimization (e.g., Gainsight, Salesforce).
- Foster a culture of collaboration, curiosity, and continuous improvement within your team and across Customer Operations.
- Model Everway’s leadership principles, empowering teams through trust, transparency and purpose-driven performance.
Requirements
- 8+ years of experience in Customer Success, Account Management, or Customer Experience, with 3+ years in a leadership role managing teams in EdTech.
- Proven track record of leading high-performing teams to meet or exceed retention and expansion goals.
- Demonstrated success in managing customer escalations and driving positive outcomes across complex accounts.
- Deep understanding of customer success methodologies, success planning, and customer health management.
- Excellent communication, leadership, and cross-functional collaboration skills.
- Proficiency with customer success technologies such as Gainsight, Salesforce, ChurnZero, or Totango.
- Strong analytical and operational mindset, with the ability to leverage data for forecasting, decision-making, and performance improvement.
Benefits
- Competitive salary with bonus opportunities
- Flexible work schedules
- Comprehensive health and wellness benefits
- Flexible time off plans
- Career growth through development programs
- Collaborative, innovative culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementcustomer experiencecustomer health managementsuccess planningdata analysisforecastingoperational efficiencyprocess improvementretention strategies
Soft skills
leadershipcommunicationcollaborationcoachingteam developmentproblem-solvingcuriositytrusttransparencyperformance management
