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Director, Customer Success (SaaS company experience required)


Lake Mary, FL, US

Req ID:  1492
Level of experience:  Management/Sr. Management
Remote:  No
Travel Required:  0%-25%





Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.







Director, Customer Success 


Position Responsibilities:

Higher education customers are transforming to modern campuses while leveraging technology and solutions to enable student success. Our Global Customer Success Services team is instrumental in providing high value expertise, proactive guidance and a world class customer experience that powers our customers’ success.


The Director of Customer Success Services is an essential member of the Global Customer Success Services Leadership Team and responsible for leading a team of Customer Success Managers and a portfolio of customers in the North America and Latin America regions.


The Director of Customer Success Services is responsible for delivery of our customer success services and the related portfolio of SMB customer accounts in the regions. Desired business outcomes include ensuring high retention and renewal rates, customers broadly adopt, consume and expand their investment in Ellucian solutions, high customer satisfaction, and high employee engagement.


The Director will:


  • Serve as a member of the Customer Success Services Leadership team
  • Lead a high performing team of customer success managers, ensuring high employee engagement and satisfaction
  • Achieve desired business outcomes for the regions
  • Facilitate the right mix of digital and human engagement across the business portfolio
  • Partner closely with the regional Sales teams to identify & implement thoughtful growth strategies to identify & drive expansion opportunities within our existing customer base
  • Build strong relationships with customers and become a trusted advisor to the customer
  • Ensure customers derive maximum value and benefits with their investments in Ellucian products
  • Ensure continual communication with customers regarding current and upcoming product features and how these can be utilized by customers to address their business needs
  • Engage with product teams and customers to ensure effective communication of product roadmaps and their influence on customer activities
  • Manage a team of Customer Success Managers who support our global customer base
  • Coach and support existing CSMs; hire and onboard new team members in support of growth
  • Deliver on department-level goals around user adoption, support resolution, escalation management, renewals, customer satisfaction and team development
  • Identify processes and opportunities to improve the CSM delivery; initiate and lead Customer Success practice improvement projects
  • Partner closely with regional cross-functional leaders to align on regional goals and incentives for the business
  • Work cross-functionally with the various lines of business in the region to achieve desired results
  • Align closely with Sales leadership to establish regional and territory account plans and ensure team alignment within region
  • Enable strategies to increase renewal rates, reduce churn, and enhance our NPS within region
  • Passionately advocate for our customers’ success across all lines of business


Position Requirements:


  • 7+ years experience in services leadership; with proven experience building & leading high performing teams. Demonstrated experience in enterprise account management and/or cloud-based digital customer success management.
  • Customer Focus: Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience
  • Previous experience in helping organizations through the transition from on premise to Cloud is highly desired
  • Proven ability to develop strong working relationships in a matrixed organization and establishing a high level of credibility across functional lines of business (ie: Sales, Cloud, Product, & Software Development)
  • Leadership/Management skills including strategic planning, talent development, budgeting, operation/process focus, risk management, executive escalation management
  • Innovative thinking and growth mindset
  • Results focused with a strong bias toward problem solving, thoughtful action, repeatable and scalable processes
  • Ability to lead multiple projects and initiatives simultaneously as well as effectively collaborate across teams and work in a diverse, fast-paced environment
  • Excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences
  • Data driven with strong business & strategic acumen
  • Professional experience with Ellucian or competitor systems a plus
  • Higher Education or public sector industry expertise a plus





Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.

Nearest Major Market: Orlando

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