Senior Director, Customer Success

About Modern Campus Modern Campus empowers institutions to move with confidence across the modern learner journey. Our platform spans web content management, curriculum and catalog management, student engagement and lifelong learning — giving more than 1,700 colleges and universities the infrastructure they need to support the entire learner-to-earner lifecycle and deliver personalized, scalable experiences.  We partner with the education community to create new pathways for learning and opportunity, reimagining how institutions serve the modern learner and shape the future of education. Our purpose — our north star — is to empower institutions to confidently serve and support the modern learner.  This mission and purpose come to life through how we show up every day: We exist to create empowerment through education.We lead with honesty and empathy.We shape the future through innovation.We become trusted partners.We make the complex feel possible. What's the role? We are seeking a strategic and people-focused Senior Director of Customer Success to lead and scale our Customer Success organization. This role will oversee a team of 5 Customer Success Managers (CSMs) responsible for driving product adoption, customer outcomes, and overall customer health across our higher education client base.   Our customers are supported by both Account Managers (AMs) and Customer Success Managers (CSMs). Account Managers serve as the primary relationship owners and are responsible for commercial strategy, renewals, and expansion. In close partnership, the Customer Success team ensures customers are successfully adopting our solutions and realizing measurable value.  This role will be critical in defining and strengthening this partnership model to deliver a seamless, high-impact customer experience.  Key responsibilities: Team Leadership & Development  Lead, mentor, and develop a team of 5 Customer Success Managers  Establish clear performance expectations, KPIs, and career growth plans  Foster a high-performance, outcomes-driven, and collaborative culture  Customer Outcomes & Success Strategy  Define and execute a Customer Success strategy focused on product adoption, value realization, and customer health  Build and scale frameworks for one-to-one and one-to-many engagements  Ensure consistent delivery of measurable outcomes aligned to customer goals  Customer Success & Account Management Alignment  Establish clear roles, responsibilities, and engagement models between CSMs and Account Managers  Partner closely with AM leadership to deliver a unified customer experience across the lifecycle  Create joint account planning processes that align success plans with commercial strategy  Support AMs by providing insights on product usage, adoption risks, and value realization to inform renewals and growth conversations  Retention & Growth Support  Contribute to revenue retention by driving adoption and reducing churn risk    Identify at-risk accounts and partner with Account Managers on mitigation and recovery strategies  Enable expansion opportunities through demonstrated customer value and strong product adoption  Operational Excellence   Develop scalable processes, playbooks, and success methodologies    Leverage data and analytics to track customer health, engagement, and outcomes    Optimize use of CRM and Customer Success platforms  Cross-Functional Collaboration   Partner with Product, Sales, Marketing, Professional Services, and Support to align on customer needs and feedback  Act as the voice of the customer to influence product roadmap and priorities    Collaborate on go-to-market strategies and customer communications  Describe the specific responsibilities and job functions of the role What you offer... Customer-first mindset with a focus on outcomes and value realization  Experience building and scaling Customer Success processes and teams    Proven track record of improving adoption, customer health, and retention metrics    Strong leadership and coaching abilities    Excellent communication and executive stakeholder management skills  Ability to collaborate and influence across functions, especially Account Management, Support, and Professional Services  Strong strategic thinking paired with hands-on execution ability    Familiarity with CRM and CS tools and data-driven decision making   8–12+ years of experience in Customer Success, Account Management, or related roles    5+ years of people management experience, preferably leading CSM teams     What we offer... The base salary range* for this position is between $125,000-$175,000Remote first workplace!Rewards and recognition programsLearning and development opportunitiesThe ability to make a difference every day for universities trying to grow and students trying to learn! Only qualified candidates selected for interviews 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. Locations: Remote (Canada); Remote (United States)