Associate Director of Customer Success

Driving partner outcomes and retention, the full-time remote Associate Director of Customer Success will manage a team of Higher Education Relationship Officers while overseeing a personal portfolio of institutional partners to ensure engagement and long-term success. Key Responsibilities Own retention and expansion goals for a defined portfolio of partners and a personal book of business Drive engagement and utilization of services across partner institutions, analyzing data to identify improvement opportunities Manage and develop a team of HEROs, setting clear expectations and fostering a culture of accountability and collaboration Required Qualifications 5-7 years of experience in customer success, account management, or client services, preferably in ed tech, SaaS, or higher education 3+ years of people management experience with a proven track record of developing high-performing teams Experience owning revenue outcomes, including renewals and expansion within an existing customer base Strong data literacy with the ability to interpret usage and outcomes data to drive strategy Passion for higher education, student success, and equity-focused solutions