Director, VSL Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, VSL Customer Success based in United States.

The Director, VSL Customer Success will lead the strategy and execution of a unified customer experience across onboarding, implementation, adoption, retention, and expansion. This senior leader will oversee customer success, professional learning, product enablement, analytics, and related support capabilities. The role is focused on helping K–12 districts achieve measurable value and improved student outcomes through effective implementation and sustained engagement. You will build trusted partnerships with district leaders, administrators, and educators while translating customer needs into scalable strategies. Working across Sales, Product, Marketing, Research, Finance, and Operations, you will turn customer insights into actionable business improvements. The position combines strategic leadership with hands-on execution in a dynamic, remote-first environment. Success will be measured through customer health, retention, expansion, operational excellence, adoption, and long-term customer impact.

Accountabilities:: Lead, coach, and develop a high-performing team spanning Customer Success, Professional Learning, Product Enablement, Analytics, and external contributors, fostering accountability, ownership, collaboration, and continuous improvement.

Own the end-to-end customer lifecycle, from onboarding and implementation through adoption, renewal, retention, and expansion, ensuring customers consistently realize measurable value.

Develop and scale customer success playbooks, implementation practices, engagement models, and professional learning approaches tailored to diverse K–12 environments.

Establish customer health frameworks and performance metrics covering usage, engagement, satisfaction, time on task, retention, and other indicators of customer and student impact.

Identify churn risks proactively and lead data-informed mitigation, recovery, renewal, and expansion strategies for strategic accounts.

Serve as a trusted strategic advisor to district and state-level customers, building long-term relationships with administrators, educators, and other key stakeholders.

Drive continuous improvement of customer support operations, including service standards, escalation processes, response and resolution metrics, and customer satisfaction.

Partner with Product and Engineering to translate recurring customer issues and field insights into product improvements and roadmap priorities.

Collaborate with Sales on strategic opportunities, ensuring customer expectations, implementation readiness, and long-term success are aligned before and after the sale.

Work cross-functionally with Marketing, Research, Finance, Operations, and other teams to strengthen the customer journey and improve service delivery.

Lead the development of reporting frameworks, dashboards, analytics, knowledge resources, implementation guides, training materials, and Help Center content to create scalable customer experiences.

Use customer data, usage trends, and pipeline insights to forecast capacity, optimize resources, identify opportunities, and improve operational performance.

Ensure high-quality implementation and professional learning delivery across diverse district environments while continuously improving training materials and delivery models.

Bridge product, training, analytics, and customer success into a unified customer experience strategy that connects adoption and usage with measurable educational outcomes.

Represent customer needs and field realities to senior leadership and internal teams, translating customer insights into strategic priorities and organizational decisions.

Requirements

Bachelor’s degree and/or extensive professional experience in K–12 education, education technology, customer success, or a related field, with approximately 10–15+ years of relevant experience.

At least 7 years of leadership experience, including developing teams and leading customer-facing, cross-functional, and remote organizations.

Demonstrated experience delivering large-scale K–12 implementations, professional learning, educator training, and customer engagement programs.

Proven success developing and executing customer success strategies across diverse customer environments, with accountability for adoption, retention, renewal, expansion, and customer value.

Deep experience in customer-facing roles, including strategic account management and relationship development with district leaders, administrators, and educators.

Strong understanding of K–12 instructional environments and the ability to connect classroom realities with school- and district-level priorities.

Demonstrated ability to combine strategic thinking with hands-on execution, taking initiatives from concept through implementation and measurable results.

Strong proficiency with technology, customer success platforms, analytics, reporting tools, and data-driven performance management.

Exceptional leadership, coaching, mentoring, communication, presentation, and stakeholder management skills.

High emotional intelligence, empathy, and conflict-resolution capabilities, with the ability to manage complex customer relationships and escalations.

Strong organizational discipline, attention to detail, operational rigor, and ability to manage multiple priorities in a fast-paced environment.

Ability to influence and align stakeholders across Sales, Product, Marketing, Research, Operations, and executive leadership.

Customer-first mindset combined with strong business judgment and an understanding of retention, expansion, and overall customer value.

Demonstrated adaptability and resilience in dynamic environments, with a continuous improvement mindset.

Ability to travel up to 30% as needed.

For remote work, a reliable cable or fiber-optic broadband connection with minimum speeds of 10 Mbps download and 5 Mbps upload is required.

Benefits

Remote-first work environment designed to provide flexibility, autonomy, and strong work-life balance.

Competitive compensation and benefits package.

Comprehensive benefits tailored to the role and location.

Home or remote-office setup reimbursement.

Opportunities for professional development, learning, and career growth.

Collaborative, inclusive culture focused on meaningful impact in education.

Opportunity to work with a mission-driven organization supporting educators, students, and K–12 communities.

Flexible remote collaboration supported by virtual meetings and technology-enabled teamwork.

Equal employment opportunity and reasonable accommodation support for qualified individuals.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1