Director, Customer Success
Meazure Learning
full-time
Posted on:
Location Type: Remote
Location: Virginia • United States
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Job Level
About the role
- Serve as the primary executive point of contact for assigned large and enterprise partners, owning the overall health, retention, and growth of each relationship.
- Develop and execute account success plans aligned to partner goals, testing programs, and long-term strategy.
- Build and maintain strong relationships with key stakeholders and decision-makers to ensure alignment, satisfaction, and advocacy.
- Sustain and grow exam volume across all assigned accounts through proactive engagement and value delivery.
- Identify client risk and mitigate and advocate working cross functionally to resolve customer concerns
- Set and manage partner expectations, addressing risks and issues before they impact outcomes.
- Forecast revenue and exam volume for a rolling twelve-month period, providing visibility and predictability to the business.
- Ensure high-quality, consistent delivery across all services by coordinating closely with internal operations, technology, and service teams.
- Leverage data to guide conversations, demonstrate value, and inform strategic decisions.
- Use performance trends and customer insights to proactively optimize testing programs and partner outcomes.
- Partner closely with the Sales and Account Management team to align on account strategy, pipeline, renewals, and expansion opportunities.
- Represent Meazure Learning at client meetings, industry events, and conferences to strengthen relationships and elevate Meazure’s brand.
- Serve as a senior resource for the Customer Success team, providing guidance and support on complex accounts and escalations.
- Act as a trusted advisor to both customers and internal stakeholders across the organization.
Requirements
- Approximately 3-5 years’ experience in a customer service role
- Strong written and verbal communication skills required.
- Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite
- Outstanding relationship and rapport building abilities.
- The ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining a profound attention to detail.
- Able to discern the difference between situations that require escalation, those that require immediate attention without escalation, and those that are important but not immediate.
- Professional character that represents Meazure Learning’s brand and service standards well
- Is patient with and respectful of people and processes. Tries to understand the people and the data before making judgments and acting. Expresses sensitivity and empathy when appropriate.
- Skilled at troubleshooting with a logical, systematic approach
- Willing to travel at least 10% to visit accounts.
Benefits
- Competitive Salary
- Exceptional Benefits: 401(k) plan with company matching & immediate vesting schedule (100% of the 1st 3% and 50% of the next 2%)
- BCBS Health, Dental, & Vision Insurance with generous employer funding for employees and dependents
- Generous flexible time off approach
- Professional development
- Remote and hybrid first organization
- Great working environment with a team of exceptional people
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceaccount managementdata analysisrevenue forecastingrisk mitigationstrategic planningperformance optimizationrelationship managementtesting program developmentmulti-tasking
Soft Skills
communicationrelationship buildingattention to detailproblem-solvingempathypatienceorganizational skillstrustworthinessadaptabilitycollaboration