The Princeton Review

Director of Customer Success – Test Prep

The Princeton Review

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $71,000 - $133,000 per year

Job Level

Lead

About the role

  • Develop and implement CS strategies that drive satisfaction, retention, and growth across institutional test prep programs.
  • Partner cross-functionally with Sales, Product, Operations, Implementation, and Marketing to enhance customer experience and ensure seamless program delivery.
  • Partner with the Director of Sales, Institutional Test Prep Programs, on strategic account planning, renewal forecasting, and growth initiatives to ensure seamless coordination between pre-sale and post-sale teams.
  • Partner with the VP of Customer Success to align team initiatives with company-wide strategic goals.
  • Build a plan with the Implementation and Product teams to launch single sign-on and other edtech integration standards for K–12 and higher education partners.
  • Work cross-functionally with Customer Success leadership to align strategies and build synergies across institutional markets, driving cross-sell and expansion opportunities.
  • Lead, coach, and develop a high-performing Customer Success team supporting test preparation programs.
  • Foster a culture of accountability, collaboration, and continuous learning across the Test Prep Customer Success team.
  • Establish shared KPIs and reporting frameworks for CSMs to monitor account health, renewal pipeline, and client engagement.
  • Work closely with the Director of Sales to ensure consistent communication, unified account strategy, and aligned messaging across all institutional relationships.
  • Lead renewal management efforts across the teams to meet retention and growth goals.
  • Serve as a strategic advisor and primary contact for select key institutional partners, ensuring exceptional service delivery, proactive communication, and measurable student outcomes.
  • Oversee the full customer lifecycle—from onboarding to engagement, renewal, and expansion.
  • Build strong relationships with administrators and decision-makers to promote advocacy and long-term partnership growth.

Requirements

  • Bachelor’s degree and 7–10+ years of experience in customer success, client services, or account management—preferably in education, edtech, or test preparation.
  • Strong record managing renewals and retention metrics that drive measurable client success; prior team leadership experience preferred but not required.
  • Strategic thinker with the ability to translate data insights into actionable plans.
  • Skilled communicator with exceptional presentation and relationship management skills.
  • Proficient in CRM systems (Salesforce preferred), Microsoft Office, and Excel.
  • Collaborative, proactive, and adaptable leader who thrives in cross-functional environments.
  • Inclusive, solutions-oriented leadership style balancing vision with operational excellence.
  • Experience fostering alignment with Sales and Customer Success leadership to drive shared customer outcomes and cross-sell opportunities.
  • Experience with common edtech platforms and integration standards (e.g., single sign-on, LTI, or rostering) a plus.
  • Willingness to travel up to 20% for client visits, trainings, and conferences.
  • Experience with contracting and RFPs.
Benefits
  • Competitive salary and benefits package commensurate with experience and skills
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementrenewal managementretention metricsdata insightspresentation skillsrelationship managementedtech integration standardscontractingRFPs
Soft Skills
strategic thinkercollaborative leaderproactiveadaptableinclusive leadershipsolutions-orientedcommunicationteam leadershipcross-functional collaborationculture of accountability