Who We AreSchooLinks 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 RoleThe 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 OwnBelow is a list of functional areas you will own including your team’s responsibilityTeam Leadership & Performance ManagementLead and develop a team of Customer Success Managers; own their ramp, performance, and outcomesLead by example by directly managing a small number of strategic accountsSet clear KPIs for every CSM — retention, GRR, and usage expansion — and hold the team accountable to themCoach up high performers, coach out those who cannot meet the bar; no mediocrity toleratedBuild a team culture anchored in PACE: performance-driven, candid, and fully accountablePlan and forecast team’s capacity based on productivity metrics & expected team outputRetention & Revenue ProtectionOwn Gross Revenue Retention (GRR) at or above company targets — this is your most critical metricParticipate in and eventually own annual renewal forecasting.Execute proactive renewal strategies that eliminate surprises and churnIdentify at-risk accounts early; deploy interventions before accounts reach the red zoneImplement playbooks for every stage of the post-onboarding journey: activation, adoption, renewal, expansionUsage Expansion & AdoptionDrive measurable increases in platform usage across the student, counselor, CTE and executive personasBuild and execute workflow adoption campaigns in partnership with Product and MarketingTrack leading indicators of healthy engagement relentlesslyExecutive Sponsorship & Multi-ThreadingBuild and maintain executive-level relationships across these offices: Superintendent, CTE, Counseling, AccountabilityEnsure no account is single-threaded; map stakeholders and maintain multi-contact coverage as a standard operating procedureLead executive business reviews (EBRs) that are outcome-focused and data-driven, not just relationship check-insPartner with Sales and Marketing to identify and develop expansion and upsell opportunities within the existing customer baseCS Operations & MetricsMaintain a CS dashboard: GRR, NRR, CSAT, adoption rates, EBR cadence, and renewal pipeline by CSMEstablish operating rhythms — weekly team standups, QBRs, renewal forecasting — and hold the team to themIdentify systemic issues driving churn or disengagement and bring data-backed recommendations to leadershipReport to the VP/C-Suite with a clear view of customer health and revenue risk at all timesRequirements5+ years in Customer Success in B2B SaaS; 2+ years managing a CS team with revenue accountabilityProven track record owning GRR and NRR metrics at or above target — bring the numbersExperience building and running multi-threaded executive relationships in complex, multi-stakeholder environmentsDirect, candid communicator — you give hard feedback, make tough calls, and do not sugarcoat performance gapsSystems thinker: you build playbooks, dashboards, and scalable processesEdTech or public-sector SaaS experience a strong plus; passion for student outcomes requiredHigh ownership, low ego: you hold yourself and your team accountable and you do not make excusesBenefits100% health insurance coverage for employees401(k) with company matchingDental & visionParental leaveSubsidized gym membershipRemote work stipendAnnual Team offsiteWhy SchooLinksMission that matters — every district we retain and expand means thousands more students with a clear path forwardChampionship team environment: fast-paced, high-accountability, and high-rewardDirect access to executive leadership — your work is visible and your wins are recognizedCompetitive compensation with performance-based upsideRemote-first with a team that shows up and delivers
