Senior Director, Customer Success

About Modern Campus

Modern Campus empowers 1,700+ 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 tools 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 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-$175,000
• Remote first workplace!
• Rewards and recognition programs
• Learning and development opportunities
• The 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.