Director Customer Success (CSD-NA)

Position Summary:

Echo360 seeks an experienced Director of Customer Success to lead a team of Customer Success Managers (CSMs) focused on customer retention, growth, and satisfaction. The Director will create and implement customer success strategies, ensuring seamless onboarding, customer engagement, and renewals across the Echosystem portfolio. This role requires a data-driven, strategic and customer-focused leader with a deep understanding of EdTech, Corporate L&D, and SaaS, and a commitment to driving customer success across higher education and corporate accounts.

This position is FULLY REMOTE; we will consider candidates who are located in many, but not all, states within the United States.  For US-based positions, candidates must be eligible to work in the United States for any employer.

Requirements

The primary responsibilities for this role include:

Team Leadership & Development:

• Lead a team of CSMs, ensuring the effective onboarding, adoption, and retention customer accounts.
• Establish performance metrics and a collaborative, high-performing culture.

Customer Success Strategy:

• Develop and scale initiatives to maximize product usage, reduce churn, and drive customer satisfaction.
• Deepen customer affinity and advocacy across higher ed and corporate markets

Customer Engagement & Satisfaction:

• Oversee onboarding and training efforts to ensure successful implementations and usage.
• Direct formal (NPS) and informal customer sentiment measurement

Renewals and Expansion:

• Develop and implement strategies to improve customer retention and manage renewals.
• Collaborate with Sales to identify upsell opportunities and drive account growth.

Customer Advocacy & Feedback:

• Act as a customer advocate, encouraging feedback for continuous product and process improvement.
• Conduct regular business reviews, highlight key metrics, and address any customer concerns.

Product Expertise:  

• Possess an in-depth understanding of Echo360 products, features, capabilities, use cases, workflows, and benefits.  

Data Analysis and Reporting:  

• Analyze user data and generate actionable insights to inform health/risk vectors for customers in your portfolio.  
• Create and deliver regular performance reports to clients, highlighting key metrics and demonstrating the impact of the platform on their educational initiatives.  

Cross-functional Collaboration:

• Work closely with Product, Engineering, and Marketing teams to optimize the customer experience.
• Partner with customers for product testing, feedback sessions, and beta offerings.

Additional Job Details

The ideal candidate for this role will have:

• 7+ years in Customer Success or Account Management, with 3+ years in a leadership role.
• Proven experience in team management, customer retention and renewals, customer engagement, and customer success strategies.
• Strong oral and written communication and interpersonal skills, with an ability to build lasting client relationships.
• Knowledge of EdTech or SaaS products, with an understanding of and ability to articulate customer use cases.
• Fluency with Gainsight, Salesforce.com, Hubspot, and Outreach

Key Attributes:

• Strategic: Aligns customer success goals with company objectives.
• Data-Driven: Able to analyze and generate insights based on usage and market metrics.
• Customer-Centric: Focused on end-to-end customer satisfaction and success.
• Servant-Leader: A supportive and effective team-oriented leader.
• Tech-Savvy: Understands SaaS operations and product value delivery.

The base salary range for this position is $160,000 - $180,000 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work.

About Echo360: 

Echo360 is a leading provider of advanced video content management and engagement solutions to the global higher education, K-12, corporate, and government industries. Our cloud-based platform empowers instructors, students, and administrators to create, edit, share, and manage all types of video content, as well as live stream video in real time. We support a diverse range teaching and learning modalities promoting active learning and providing real-time assessments to ensure student success.  Learn more about Echo360 at www.echo360.com.

We’re looking for individuals who can support our DNA:

Maniacally Mission Driven - We embrace our roles as agents of transformation: enabling the kind of inspired learning that changes people’s lives.

Massively Collaborative – We support each other and work together for the greater good.  By joining forces, our collective potential is mighty.

Relentlessly Inventive - We see the potential to deliver breakthrough solutions and are empowered to deliver them.

Moving at the speed of bright - Velocity is something we put at the core of everything we do. Not only because technology is moving fast, but because our learners are moving even faster.

 #LI-Remote

Benefits

Echo360 offers comprehensive benefits including medical, dental, vision, life & disability insurance, a 401(k) plan with company match and an unlimited PTO policy.

Echo360 Inc does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.