Director of Customer Success

Company Overview:

PLS 3rd Learning is an education technology company that provides innovative solutions that help educational institutions streamline their operations and achieve their goals. Our platforms are trusted by thousands of users, and we are committed to delivering exceptional value and service to our customers.

This position is a hybrid work model that allows employees to work both remotely and on-premises in our Buffalo, NY office. Applicant must be able to work in the Buffalo office on a regular basis.

Role Overview

We are seeking an experienced and dynamic Director of Customer Success to lead and scale our Customer Success team for a SaaS product tailored to the needs of school superintendents and executive-level education leaders. The Director of Customer Success will be responsible for developing and executing strategies that drive customer satisfaction, retention, and growth. This role requires a strategic and visionary leader with a proven track record in customer success, a deep understanding of SaaS business models and the education sector, and the ability to drive customer satisfaction, retention, and expansion.

Key Responsibilities

1.    Leadership and Strategy:

• Develop and implement a comprehensive customer success strategy aligned with the company’s goals and objectives.
• Lead, mentor, and grow a high-performing Customer Success team, fostering a customer-centric culture.
• Establish and track key performance indicators (KPIs) to measure the success of customer success initiatives.

2.    Customer Engagement:

• Build and maintain strong relationships with key stakeholders, including school superintendents and executive-level education leaders.
• Ensure customers are effectively onboarded, instructed, and engaged with our platform.
• Develop and implement engagement strategies to drive product adoption and utilization.
• Monitor customer usage and engagement metrics, identifying opportunities for improvement and growth.

3.    Retention and Expansion:

• Implement strategies to improve customer retention, reduce churn rates, and promote upsell and cross-sell opportunities.
• Analyze customer data to identify trends, risks, and opportunities for improvement.
• Collaborate with Sales and Marketing teams to align customer success initiatives with business growth objectives.

4.    Feedback and Advocacy:

• Gather and analyze customer feedback to identify trends, challenges, and opportunities for product enhancement.
• Advocate for customer needs and collaborate with product development, marketing, and sales teams to influence product roadmap and feature prioritization.
• Develop and maintain a customer advocacy program to generate testimonials, case studies, and referrals.

5.    Reporting and Analytics:

• Prepare and present regular reports on customer success metrics, including customer satisfaction, retention, and growth.
• Use data and analytics to inform decision-making and optimize customer success strategies.
• Maintain accurate records of customer interactions and activities in the CRM system.

6.    Process Improvement:

• Continuously improve customer success processes, tools, and methodologies to enhance efficiency and effectiveness.
• Implement best practices for customer onboarding, instruction, support, and feedback collection.

Required Qualifications

• Bachelor’s degree in Education, Business, or a related field; Master’s degree preferred.
• 5+ years of experience in customer success, account management, or related roles within the SaaS industry, with at least 3 years in a leadership position.
• Proven track record of leading and scaling customer success teams in a high-growth environment.
• Strong understanding of SaaS business models, metrics, and customer lifecycle management.
• Proven experience working with executive-level stakeholders in the education sector.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills, with the ability to build relationships and influence stakeholders at all levels.
• Analytical mindset with the ability to leverage data to drive decisions and improve processes.
• Customer-centric attitude with a passion for delivering exceptional service and value.

Desired Skills

• Exceptional communication and interpersonal skills.
• Strategic thinker with the ability to influence and drive cross-functional collaboration.
• Strong problem-solving skills and a proactive approach to addressing customer issues.
• Ability to analyze data and derive actionable insights.
• Experience with customer success software and CRM tools.
• Ability to manage multiple priorities and projects in a fast-paced environment.

Additional Information

The Director of Customer Success will play a crucial role in ensuring the success of our educational customers and driving the growth of our SaaS product. If you are a strategic leader with a passion for customer success and a deep understanding of the education sector, we invite you to apply.

Pay range includes variable compensation based on achieving goals.

PLS 3rd Learning is an equal opportunity employer and uses E-Verify to confirm the identity and employment eligibility of all new hires.