Director, Customer Success (West)

About the Role

As the Director, Customer Success (West), you will lead and empower a regional team of strategic and dedicated Customer Success Managers (CSMs) supporting our customers across the U.S. West Coast. You will be responsible for ensuring the delivery of an exceptional customer experience that drives measurable value, retention, and growth.

This role will collaborate closely with other regional and functional directors including Scaled Success, East Region, and Customer Support to ensure consistency in our customer success processes, enablement, and overall strategy. The Director will manage both team performance and outcomes for their collective book of business, including renewals, retention, and CSQL (Customer Success Qualified Lead) generation goals.

You will act as a player-coach  balancing strategic leadership while guiding your team’s development, managing escalations, and fostering strong cross-functional alignment with Sales, Marketing, Product, and Professional Learning teams.

Main Responsibilities

• Lead, coach, and develop a high-performing team of regional CSMs supporting K–12 and higher education accounts across the West region.
• Drive consistent delivery of customer success motions including onboarding, adoption, renewal, and expansion aligned to global frameworks and KPIs.
• Partner with peer Directors (East, Scaled, and Support) to ensure alignment, standardization, and knowledge sharing across the Customer Operations organization.
• Own regional retention and CSQL goals, leveraging data and forecasting to drive accountability and business impact.
• Oversee customer health monitoring and risk mitigation across the regional book of business; manage escalations and high-visibility accounts to resolution.
• Partner cross-functionally with Sales, Marketing, Product, and Professional Learning to deliver cohesive customer journeys and ensure the voice of the customer informs product and GTM strategy.
• Champion adoption and expansion initiatives using insights from usage data, customer feedback, and success planning to identify growth opportunities.
• Support ongoing process improvement by contributing to playbook development, operational efficiency, and systems optimization (e.g., Gainsight, Salesforce).
• Foster a culture of collaboration, curiosity, and continuous improvement within your team and across Customer Operations.
• Model Everway’s leadership principles, empowering teams through trust, transparency and purpose-driven performance.

Essential Criteria

• 8+ years of experience in Customer Success, Account Management, or Customer Experience, with 3+ years in a leadership role managing teams in SaaS or EdTech.
• Proven track record of leading high-performing  teams to meet or exceed retention and expansion goals.
• Demonstrated success in managing customer escalations and driving positive outcomes across complex accounts.
• Deep understanding of customer success methodologies, success planning, and customer health management.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Proficiency with customer success technologies such as Gainsight, Salesforce, ChurnZero, or Totango.
• Strong analytical and operational mindset, with the ability to leverage data for forecasting, decision-making, and performance improvement.

Desirable Criteria

• Experience working with K–12 public, charter, or higher education institutions across the U.S.
• Familiarity with universal design for learning (UDL), assistive technology, or accessibility best practices.
• Experience collaborating with Product and Marketing teams to build customer-facing resources, playbooks, or campaigns.
• Bachelor’s degree in Education, Business, or a related field; advanced degree preferred.
• Experience leading through growth, transformation, or M&A integration is a plus

Please Submit your application by Friday 24th October 2025.