Job description
Who we are…
Modern Campus empowers 2,000+ higher education institutions to thrive when transformation is required to respond to lower student enrollments and revenue, rising costs, crushing student debt, and administrative complexity.
The Modern Campus learner-to-earner lifecycle platform power solutions for web content management, conversational text messaging, catalog and curriculum management, career pathways, student engagement and development, and non-traditional student management. The result: innovative institutions engage their modern learners for life, while providing modern administrators with the tool needed to streamline workflows and drive high efficiency.
Learn how Modern Campus is leading the modern learner-to-earner movement at moderncampus.com and follow us on LinkedIn.
What’s the role?
We are looking for a Senior Director, Customer Success to build our customer-obsessed organization and solutions, and to lead our Customer Success initiatives by, 1) empowering clients to fully leverage our solutions, 2) forging strong, strategic relationships that protect our revenue foundation 3) and actively prime the organization for accelerated growth. This person will direct the Customer Success Team, the day-to-day operations, for managing the success efforts across multiple products. They will deliver seamless strategy, addresses escalated customer issues with the appropriate internal team(s) with the speed and urgency epitomizing our Modern Campus value “we run toward problems.”
Our Senior Director, Customer Success will optimize the customer journey by creating programs and initiatives to improve engagement, usage and achievement of customer goals. They will develop and drive customer success outcomes of reducing customer churn, scouting new customer opportunities for the sales team and supports new business growth through greater advocacy and customer championship of Modern Campus’ products and service. We are looking for someone that can demonstrate deep engagement and concern for the success of our clients, while building and nurturing deep campus level relationships.
- Building the Customer Success team from the ground up.
- Working on the Customer Success structure such as resourcing, performance reviews, and compensation plans.
- Design account coverage plan and deploy, with flexibility for growth and evolution of strategy between client retention and client growth.
- Focus on Customer Retention and satisfaction. Be actively involved in Customer feedback and surveys.
- Optimizing and supporting the overall customer journey; strategy for launching and supporting customers in an efficient way to improve engagement, usage and achievement of customer goals and satisfaction (CSAT & NPS)
- Training, upskilling, and onboarding of the Customer Success team.
- Evaluation of System requirements. Building processes to ensure key data updates are completed within the systems and plans.
- Reporting on KPIs and Metrics tied to and influenced by the Customer Success team.
- Planning and Strategy projects with Modern Campus Leadership to align Customer Success goals with company goals and outcomes.
- Attending conferences and webinars for Customer networking.
- Collaborating with key teams such as Sales, Professional Services, Support, Product, Marketing, Revenue Operations, and Finance to build best-in-class processes on the way we operate our business across the Account team eco-system to serve our customers better & meet their needs.
- Ensure updated health metrics and work cross-functionally to develop processes to reduce time to value and improve customer satisfaction, driving an increase in references and champions
- Provide feedback to the Product team to prioritize road map features and enhancements
- Collaborate with Sales and Account Management teams and act as a resource on calls, meetings, and visits
What you offer…
- Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Manage and nurture executive relationships with customers, including management of executive-level escalations
- Expert level collaboration skills, applied successfully within a team as well as other areas.
- Ability to self-direct and self-motivate your efforts, both short- and long-term, to meet deadlines and maintain high quality content, without the need for close supervision.
- Exceptional organizational, multi-tasking and time management skills.
- Strong writing/presentation building, verbal, written, digital and graphic communication skills.
- Advanced problem solving, critical thinking and analytical skills.
- Proven experience leading teams, driving customer retention and expansion sales, advancing software adoption, and leveraging customer success best practices
- Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
- Excellent communication skills, displaying confidence and skill in varying customer situations. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management.
- Experience successfully building and scaling Customer Success teams preferred
- 5 years of leadership and management experience in a customer success or support role.
- Bachelor’s or MBA preferred
What we offer…
- The base salary range* for this full-time position is between $125,000 - $175,000
- Remote first workplace! – must be located in North America
- Rewards and recognition programs
- Learning and development opportunities
- You will make a difference every day for universities trying to grow and students trying to learn.
Only qualified candidates selected for an interview will be contacted.
What we believe…
At Modern Campus, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply for our positions. Modern Campus is proud to be an equal opportunity workplace and is committed to bring on hires regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status (for US candidates). If you require accommodations during any part of the interview process due to a disability, please let our recruiter know.
* Our salary ranges reflect the minimum and maximum target for new hires for the position within the US and Canada. Within the range, individual pay is determined by factors including job-related skills, experience, and relevant education or training.
