Director of Customer Success

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

Our company is the premier generative AI platform for teachers. The organization is just over 2 years old, and more than 7 million teachers from all over the world have joined the platform. Join a top team at a fast-growing company that is working towards real social impact.

Role Description

As the
Director of Customer Success, Central
this role will serve as a critical senior leader responsible for driving retention, expansion, and customer satisfaction for the largest customers. This role will strategically scale the Customer Success function within a fast-growing EdTech SaaS environment.

The organization is looking for a leader who brings enterprise depth, strong operational instincts, and a track record of building high-performing teams. This individual will have managed teams who own complex, strategic accounts and understand what it takes to retain and grow them at scale. This role requires 30% travel. Candidates based in Central or Mountain Time Zones are preferred.

Responsibilities

In this role, the individual will be responsible for driving towards the following outcomes:

- Boost Net Revenue Retention (NRR)
by designing, implementing, and optimizing scalable customer success playbooks that drive product adoption and value realization, ensuring high customer engagement and minimizing churn risk.

- Achieve a Customer Satisfaction (CSAT) score above 90%
by owning the data narrative, interpreting comprehensive customer success metrics (daily, operational, strategic) in Salesforce, and translating insights into actionable strategies to continuously improve the high-touch customer journey.

- Reduce customer onboarding time
for complex, multi-stakeholder implementations through continuous process improvement, identifying opportunities to streamline work, contributing strategic ideas, and proactively reducing ambiguity for the team and cross-functional partners.

- Develop direct reports
by establishing trust, providing clear, actionable feedback and career coaching, and holding the team fully accountable to clear expectations to foster a high-performance culture and effectively manage performance.

- Ensure alignment across departments
by building strong relationships and collaborating closely with Sales, Product, and executive leadership to align on goals, influence cross-functional decisions, and secure resources necessary for enterprise-tier success.

Experience & Qualifications

To be successful in this role, the following experience and qualifications are required:

- 7+ years of required experience
in Customer Success within a tech SaaS environment, with a strong emphasis on scaling operations.
- 4+ years of required experience
managing Customer Success teams (including hiring, performance management, and talent development).
- Enterprise Expertise:
Deep expertise in navigating, coaching, and scaling teams tasked with managing complex, high-value enterprise partnerships. Understanding the unique nuances of maintaining long-term, multi-million dollar account health.
- Data-Driven Leadership:
Expert ability to build, interpret, and leverage complex Salesforce dashboards and reporting to define required analyses and drive data-informed decision-making.
- Strategic Thinking & Execution:
Proven ability to break down complex issues, develop strategic approaches, and execute quickly with minimal guidance and full ownership over critical projects.
- Influence & Collaboration:
Proven ability to coordinate, align, and influence across CS managers, Sales leadership, and executive peers to achieve organizational goals.

Preferred Qualifications

• Experience in EdTech or working with education institutions.
• Prior experience transitioning from managing ICs to managing managers.
• Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.).

Why Join Us?

• Work on cutting-edge AI technology that directly impacts educators and students.
• Join a mission-driven team passionate about making education more efficient and equitable.
• Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with the team - no matter where they live.

For full time employees:

• Unlimited time off to empower employees to manage their work-life balance. The organization works hard for its teachers and users, and encourages employees to rest and take the time they need.
• Choice of employer-paid health insurance plans so that employees can take care of themselves and their family. Dental and vision are also offered at very low premiums.
• Every employee is offered generous stock options, vested over 4 years.
• 401k match & monthly wellness stipend.

Our Values:

- Educators are Magic:
Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.

- Joy and Magic:
Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.

- Community:
Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.

- Innovation:
The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than ever before.

- Responsibility:
Put responsibility and safety at the forefront of the technological change that AI is bringing to education.

- Diversity:
Diversity of thought, perspectives, and backgrounds helps the organization serve the wide audience of educators and students around the world.

- Excellence:
Educators and students deserve the best - and the organization strives for the highest quality in everything it does.

Compensation

$160K – $170K
• Offers Equity • $30K – $40K Commission