Associate Director of Customer Success

Upswing

Associate Director driving college partner retention and expansion for Upswing’s student-success platform. Managing HEROs, renewals, engagement, utilization, and strategic institutional relationships.

Posted 8/16/2026full-timeRemote • Arizona, Illinois, Texas • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success and account management, with a strong focus on retention, expansion, and engagement strategies. Proven ability to analyze data, manage teams, and communicate effectively with senior stakeholders in the higher education and ed tech sectors.

Highest-signal resume keywords

Customer Success ManagementData LiteracyPeople ManagementRevenue GrowthStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementData AnalysisRevenue ForecastingEngagement PlanningPerformance Metrics

Soft Skills

CollaborationCoachingProblem SolvingContinuous ImprovementCommunication

Industry Keywords

Ed TechSaaSHigher EducationStudent SuccessEquity-Focused Solutions

About the role

Key responsibilities & impact

Own retention and expansion goals across a defined portfolio of Upswing partners, including a personal book of business
Serve as a trusted advisor to institutional leaders, aligning Upswing services with partner goals around student success, equity, and retention
Identify and execute expansion opportunities with Sales, Product, and Marketing teams
Lead renewal conversations and contribute to forecasting and revenue planning
Proactively manage risk by addressing adoption or satisfaction issues
Drive engagement and utilization of Upswing services across partner institutions
Analyze usage, outcomes, and trends to identify improvement, growth, and impact opportunities
Develop and execute engagement plans with HEROs
Translate data and insights into partner narratives and executive-level updates
Manage, coach, and develop a team of HEROs
Set expectations, goals, and performance metrics tied to retention, expansion, and engagement
Support HEROs in strategic account planning, executive communication, and problem solving
Foster accountability, collaboration, and continuous improvement
Collaborate with Sales, Marketing, Product, and Operations from onboarding through renewal and expansion
Provide partner feedback to inform product development, service enhancements, and go-to-market strategy
Contribute to customer success processes, playbooks, and reporting

Requirements

What you’ll need

5–7 years of experience in customer success, account management, or client services
Experience preferably in ed tech, SaaS, or higher education
3+ years of people management experience
Track record of developing high-performing teams
Experience owning revenue outcomes, including renewals and expansion within an existing customer base
Strong data literacy and ability to interpret usage and outcomes data
Exceptional communication skills with senior-level stakeholder experience
Passion for higher education, student success, and equity-focused solutions
Must be eligible to work in the United States
Upswing does not offer visa sponsorship

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Upswing Website LinkedIn All Job Openings 11 - 50 employees Founded 2013 💼 Consulting 🏥 Healthcare 📚 Education Consulting
Healthcare
Education Upswing is a holistic student support platform designed to enhance student retention and success, particularly for non-traditional and historically marginalized students. By partnering with colleges and universities, Upswing provides access to a range of resources such as tutoring, mental health support, assignments review, and academic advising—all in one convenient online platform. Their mission is to ensure that all students can easily access the support they need throughout their educational journey, fostering a more inclusive and supportive academic environment. Associate Director of Customer Success 🔥 1 hour ago 🌵 Arizona, Illinois, +1 more states – Remote ⏰ Full Time 🟠 Senior 🏆 Customer Success Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Own retention and expansion goals across a defined portfolio of Upswing partners, including a personal book of business
Serve as a trusted advisor to institutional leaders, aligning Upswing services with partner goals around student success, equity, and retention
Identify and execute expansion opportunities with Sales, Product, and Marketing teams
Lead renewal conversations and contribute to forecasting and revenue planning
Proactively manage risk by addressing adoption or satisfaction issues
Drive engagement and utilization of Upswing services across partner institutions
Analyze usage, outcomes, and trends to identify improvement, growth, and impact opportunities
Develop and execute engagement plans with HEROs
Translate data and insights into partner narratives and executive-level updates
Manage, coach, and develop a team of HEROs
Set expectations, goals, and performance metrics tied to retention, expansion, and engagement
Support HEROs in strategic account planning, executive communication, and problem solving
Foster accountability, collaboration, and continuous improvement
Collaborate with Sales, Marketing, Product, and Operations from onboarding through renewal and expansion
Provide partner feedback to inform product development, service enhancements, and go-to-market strategy
Contribute to customer success processes, playbooks, and reporting 🎯 Requirements
5–7 years of experience in customer success, account management, or client services
Experience preferably in ed tech, SaaS, or higher education
3+ years of people management experience
Track record of developing high-performing teams
Experience owning revenue outcomes, including renewals and expansion within an existing customer base
Strong data literacy and ability to interpret usage and outcomes data
Exceptional communication skills with senior-level stakeholder experience
Passion for higher education, student success, and equity-focused solutions
Must be eligible to work in the United States
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