Edtech.com's Summary

Coursedog is hiring a Director of Customer Success and Support. The role involves leading a team focused on driving customer adoption, maximizing retention, and ensuring an excellent client experience. The director will collaborate with Sales, Product, and Engineering teams to create a seamless and impactful customer journey.

Highlights

Lead and develop a team of customer success managers and support specialists.
Drive customer adoption and retention through strategic onboarding and engagement.
Own the customer experience by setting SLAs and monitoring KPIs.
Collaborate cross-functionally with Sales, Product, and Engineering teams.
Develop and execute customer success strategies including budgeting and reporting.
Requires 5+ years of customer success or support leadership experience, preferably in SaaS.
Experience with higher education institutions is a plus.
Strong analytical, problem-solving, communication, and interpersonal skills needed.
Compensation ranges from $175,000 to $210,000 per year.
Benefits include healthcare with employer contributions, 401k with future company match, unlimited paid time off, paid parental leave, remote-first work culture, and equity participation.

Director of Customer Success and Support Full Description

As Director of Customer Success and Support, you'll be the champion of our customer experience, leading a team dedicated to driving adoption, maximizing retention, and ensuring our clients have an amazing experience with Coursedog. This is a highly visible player-coach role with significant impact on our company's growth. You'll be working closely with Sales, Product, and Engineering to ensure a seamless and delightful customer journey.

Ready to help us build an amazing customer experience at Coursedog? Join us in shaping the future of higher education technology. Let’s create an exceptional customer experience together.

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

Benefits

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.

Diversity, Equity, and Inclusion

Coursedog is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.
We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results. We draw strength from our range of interests, backgrounds, and perspectives
We strongly encourage applicants from all backgrounds to apply.
All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Accommodations

Accommodations are available for applicants with disabilities in all phases of the application and employment process. On your application, you will be prompted to inform us If you need any accommodation during this process.

Original Job Description

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

Benefits

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.

Diversity, Equity, and Inclusion

Coursedog is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.
We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results. We draw strength from our range of interests, backgrounds, and perspectives
We strongly encourage applicants from all backgrounds to apply.
All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Accommodations

Let me find your next job.

Thanks - you're signed up.

Director of Customer Success and Support

Edtech.com's Summary

Director of Customer Success and Support Full Description

Customer Learning Experience Specialist

Professional Learning Facilitator (Entry-Level PD Contractor)

Partner Relationship Manager

Seasonal Customer Success Representative

Clinical Coordination Specialist