Director of Customer Success

SchooLinks

Director of Customer Success leading post-onboarding customer journeys and driving revenue expansion for SchooLinks. Managing a team and fostering executive relationships for effective engagement.

Posted 5/29/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessGross Revenue Retention (GRR)Net Revenue Retention (NRR)B2B SaaSKPI settingplaybook developmentdashboard creationscalable processescustomer health reportingengagement tracking

Soft Skills

leadershipcoachingcommunicationaccountabilityrelationship buildingsystems thinkingdirect feedbackperformance managementteam culture developmentownership

Industry Keywords

EdTechpublic-sector SaaScustomer journeyrenewal strategiesexecutive relationshipsmulti-stakeholder environmentscustomer engagementperformance metricscustomer success managementstudent outcomes

About the role

Key responsibilities & impact

Own the post-onboarding customer journey through renewal and expansion
Lead a team of Customer Success Managers and drive measurable outcomes
Deepen adoption and build executive relationships
Set clear KPIs for every CSM and hold the team accountable
Coach high performers and manage team culture anchored in PACE values
Own Gross Revenue Retention (GRR) at or above company targets
Execute proactive renewal strategies and identify at-risk accounts
Drive measurable increases in platform usage and track engagement
Build and maintain executive-level relationships across offices
Report on customer health and revenue risk to VP/C-Suite

Requirements

What you’ll need

5+ years in Customer Success in B2B SaaS; 2+ years managing a CS team with revenue accountability
Proven track record owning GRR and NRR metrics at or above target — bring the numbers
Experience building and running multi-threaded executive relationships in complex, multi-stakeholder environments
Direct, candid communicator — you give hard feedback, make tough calls, and do not sugarcoat performance gaps
Systems thinker: you build playbooks, dashboards, and scalable processes
EdTech or public-sector SaaS experience a strong plus; passion for student outcomes required
High ownership, low ego: you hold yourself and your team accountable and you do not make excuses

Benefits

Comp & perks

100% health insurance coverage for employees
401(k) with company matching
Dental & vision
Parental leave
Subsidized gym membership
Remote work stipend
Annual Team offsite