Director of Customer Success

Who We Are

SchooLinks is transforming the future of student success through innovative college and career readiness solutions. We are on a mission to modernize how districts prepare students for life after high school.

We operate like a championship team — not a family. High expectations, direct feedback, and a relentless commitment to performance. We recruit athletes: people who are driven, coachable, and obsessed with winning. We operate by PACE core values.

The Role

The Director of Customer Success owns the post-onboarding customer journey through renewal and expansion. This is a revenue-critical role. You will lead a team of Customer Success Managers, drive measurable outcomes via workflow expansion across departments, deepen adoption, and build the executive relationships that ensure SchooLinks becomes deeply embedded in every district we serve.

What You Own

Below is a list of functional areas you will own including your team’s responsibility

Team Leadership & Performance Management

Lead and develop a team of Customer Success Managers; own their ramp, performance, and outcomes

Lead by example by directly managing a small number of strategic accounts

Set clear KPIs for every CSM — retention, GRR, and usage expansion — and hold the team accountable to them

Coach up high performers, coach out those who cannot meet the bar; no mediocrity tolerated

Build a team culture anchored in PACE: performance-driven, candid, and fully accountable

Plan and forecast team’s capacity based on productivity metrics & expected team output

Retention & Revenue Protection

Own Gross Revenue Retention (GRR) at or above company targets — this is your most critical metric

Participate in and eventually own annual renewal forecasting.

Execute proactive renewal strategies that eliminate surprises and churn

Identify at-risk accounts early; deploy interventions before accounts reach the red zone

Implement playbooks for every stage of the post-onboarding journey: activation, adoption, renewal, expansion

Usage Expansion & Adoption

Drive measurable increases in platform usage across the student, counselor, CTE and executive personas

Build and execute workflow adoption campaigns in partnership with Product and Marketing

Track leading indicators of healthy engagement relentlessly

Executive Sponsorship & Multi-Threading

Build and maintain executive-level relationships across these offices: Superintendent, CTE, Counseling, Accountability

Ensure no account is single-threaded; map stakeholders and maintain multi-contact coverage as a standard operating procedure

Lead executive business reviews (EBRs) that are outcome-focused and data-driven, not just relationship check-ins

Partner with Sales and Marketing to identify and develop expansion and upsell opportunities within the existing customer base

CS Operations & Metrics

Maintain a CS dashboard: GRR, NRR, CSAT, adoption rates, EBR cadence, and renewal pipeline by CSM

Establish operating rhythms — weekly team standups, QBRs, renewal forecasting — and hold the team to them

Identify systemic issues driving churn or disengagement and bring data-backed recommendations to leadership

Report to the VP/C-Suite with a clear view of customer health and revenue risk at all times

Requirements

5+ years in Customer Success in B2B SaaS; 2+ years managing a CS team with revenue accountability

Proven track record owning GRR and NRR metrics at or above target — bring the numbers

Experience building and running multi-threaded executive relationships in complex, multi-stakeholder environments

Direct, candid communicator — you give hard feedback, make tough calls, and do not sugarcoat performance gaps

Systems thinker: you build playbooks, dashboards, and scalable processes

EdTech or public-sector SaaS experience a strong plus; passion for student outcomes required

High ownership, low ego: you hold yourself and your team accountable and you do not make excuses

Benefits

100% health insurance coverage for employees

401(k) with company matching

Dental & vision

Parental leave

Subsidized gym membership

Remote work stipend

Annual Team offsite

Why SchooLinks

Mission that matters — every district we retain and means thousands more students with a clear path forward

Championship team environment: fast-paced, high-accountability, and high-reward

Direct access to executive leadership — your work is visible and your wins are recognized

Competitive compensation with performance-based upside

Remote-first with a team that shows up and delivers