The Princeton Review · 1 month ago
Director of Customer Success, Test Prep
United States
Full-time
Remote
Director/Executive
$82K/yr - $133K/yr
7+ years expThe Princeton Review is a leading tutoring and test prep company helping students achieve their education goals. The Director of Customer Success will lead a team managing client relationships and ensuring program outcomes for institutional partners in the K-12 and graduate markets.
EducationPrinting
Hiring Manager
Aaron Schott
Responsibilities
Develop and implement CS strategies that drive satisfaction, retention, and growth across institutional test prep programs
Partner cross-functionally with Sales, Product, Operations, Implementation, and Marketing to enhance customer experience and ensure seamless program delivery
Partner with the Director of Sales, Institutional Test Prep Programs, on strategic account planning, renewal forecasting, and growth initiatives to ensure seamless coordination between pre-sale and post-sale teams
Partner with the VP of Customer Success to align team initiatives with company-wide strategic goals
Build a plan with the Implementation and Product teams to launch single sign-on and other edtech integration standards for K-12 and higher education partners
Work cross-functionally with Customer Success leadership to align strategies and build synergies across institutional markets, driving cross-sell and expansion opportunities
Lead, coach, and develop a high-performing Customer Success team supporting test preparation programs
Foster a culture of accountability, collaboration, and continuous learning across the Test Prep Customer Success team
Establish shared KPIs and reporting frameworks for CSMs to monitor account health, renewal pipeline, and client engagement
Work closely with the Director of Sales to ensure consistent communication, unified account strategy, and aligned messaging across all institutional relationships
Lead renewal management efforts across the teams to meet retention and growth goals
Serve as a strategic advisor and primary contact for select key institutional partners, ensuring exceptional service delivery, proactive communication, and measurable student outcomes
Oversee the full customer lifecycle—from onboarding to engagement, renewal, and expansion
Build strong relationships with administrators and decision-makers to promote advocacy and long-term partnership growth
Qualification
Required
Bachelor's degree and 7-10+ years of experience in customer success, client services, or account management—preferably in education, edtech, or test preparation
Strong record managing renewals and retention metrics that drive measurable client success; prior team leadership experience preferred but not required
Strategic thinker with the ability to translate data insights into actionable plans
Skilled communicator with exceptional presentation and relationship management skills
Proficient in CRM systems (Salesforce preferred), Microsoft Office, and Excel
Collaborative, proactive, and adaptable leader who thrives in cross-functional environments
Inclusive, solutions-oriented leadership style balancing vision with operational excellence
Experience fostering alignment with Sales and Customer Success leadership to drive shared customer outcomes and cross-sell opportunities
Willingness to travel up to 20% for client visits, trainings, and conferences
Experience with contracting and RFPs
Preferred
Prior team leadership experience
Experience with common edtech platforms and integration standards (e.g., single sign-on, LTI, or rostering) a plus
Company
The Princeton Review
For more than 35 years, students have trusted The Princeton Review to provide resources for better grades, higher test scores, and stronger applications.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$37MKey Investors
Camden PartnersOlympus Partners
2017-02-22Acquired
2010-03-15Private Equity· $10M
2000-05-23Series Unknown· $27M
Leadership Team
Sarah Robinson
Chief Product and Technology Officer
Recent News
2026-01-22
2025-12-16
24-7 Press Release Newswire
2025-11-08
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