Director of Customer Success and Support

Key Responsibilities

• Lead and Develop a High-Performing Team: Build, mentor, and motivate a team of customer success managers and support specialists. This includes setting clear goals, providing ongoing training, and fostering a culture of excellence.
• Drive Customer Adoption and Retention: Develop and implement strategies to maximize product usage and ensure high customer retention rates. This includes proactive outreach, onboarding programs, and ongoing engagement initiatives.
• Own the Customer Experience: Establish and maintain a world-class customer experience across all touchpoints of the customer journey. This involves developing service level agreements (SLAs), monitoring key performance indicators (KPIs), and proactively addressing customer issues.
• Collaborate Cross-Functionally: Work closely with Sales, Product, and Engineering to ensure a seamless customer journey. This includes providing valuable customer feedback to inform product development and sales strategies.
• Strategic Planning & Reporting: Develop and execute the overall customer success and support strategy. This includes setting budgets, forecasting, and reporting on key metrics to senior management.

Skills Knowledge and Expertise

• 5+ years of experience in customer success or support leadership, ideally in a SaaS environment.
• Demonstrated ability to lead through change, ambiguity, and scale.
• Proven track record of building and leading high-performing teams.
• Experience working with higher education institutions (a plus!).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience building and delivering customer journey and Customer Experience engagements

Working at Coursedog

• Healthcare, Dental, & Vision: We use a fixed contribution model for benefits. In the spirit of fairness, each employee gets the same dollar amount each year to spend on their health, dental, & vision coverage with the option to opt for a more comprehensive plan if they so choose. Depending on the selected coverage level, the employer contribution to monthly premiums ranges from 99% —> 55% for employee only to 77% —> 43% for employee + dependents. We are committed to providing leading plan providers and currently partner with Aetna & Guardian, along with other related perks like Spring Health, XP Health, Carrot Fertility, & One Medical. We also offer a Health Savings Account and Flexible Spending Account options.
• Retirement Planning: We offer a 401k plan on day one of your employment. As of January 1, 2026, the company will be offering a 4% annual salary match, up to any federally mandated limits, for all employees that contribute to a tax-advantaged account. 
• Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.
• Remote First Since Inception: We value flexible working hours over set hours, outputs over inputs, and communication focused on transparency over need-to-know access. We are committed to being a remote-first company in perpetuity.
• Equity: You’ll be contributing to the team’s success, so you deserve to share in it. All employees will have the ability to vest in the company’s stock plan commensurate to the level that they were hired, adjusted for any promotions.
• Paid Parental Leave: To help support new parents in the workplace, we offer up to twelve (12) weeks of paid parental leave for the primary caregiver and six (6) weeks of paid leave for the secondary caregiver.