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Gravyty · 5 days ago

Director, Customer Success

United States

Full-time

Remote

Director/Executive

8+ years exp

Gravyty is seeking a Director of Customer Success to lead and scale their Customer Success function for the student engagement line of business. This role focuses on ensuring customers realize value from the platform, renew at high rates, and expand over time while building a high-performing, data-driven Customer Success team.

AlumniEducationNon ProfitSaaSSoftware

Growth Opportunities

Responsibilities

Lead, coach, and manage a team of Customer Success Managers

Own customer retention, renewal, and expansion outcomes across segments

Set customer success strategy, segmentation, and engagement models

Establish success metrics, health scores, and operating rhythms

Partner with Sales on handoffs, renewals, and expansion opportunities

Collaborate with Product, Support, and Marketing to address customer needs and feedback

Identify churn risks and drive proactive mitigation strategies

Scale processes, playbooks, and tooling to support growth

Build strong relationships with key Customer decision makers and act as a point of escalation as needed

Review and optimize customer lifecycle metrics, health models, playbooks, renewal process

Review customer health, adoption, and retention metrics

Guide capacity planning, headcount modeling, and budget management

Forecast retention and upsell performance, and cross-sell performance in partnership with sales

Present CS performance and insights to executive leadership

Champion customer-centric decision-making across the company

Establish operational standards that ensure accurate documentation of customer success plans

Support CSMs in complex customer situations and escalation

Recruit, hire, onboard, and manage a team of best-in-class CSMs

Qualification

B2B SaaS Customer SuccessPeople managementDriving retentionExpansionAnalytical skillsCS platforms experienceCoaching skillsCommunication skillsStrategic thinkingCollaborative leadership

Required

8+ years of B2B SaaS Customer Success or Account Management experience

3+ years of people management experience

Proven track record of driving retention and expansion

Experience leading Enterprise customer segments and executing on complex renewals

Strong analytical, communication, and coaching skills

Ability to balance strategic thinking with hands-on execution

Collaborative leader with a bias toward action and continuous improvement

Preferred

Experience with CS platforms (e.g., Gainsight, ChurnZero), CRM systems, and usage analytics a plus

Company

Gravyty

We help institutions stay connected to students and alumni they serve by improving communication, simplifying support, and strengthening relationships to drive better outcomes at every stage of the journey.

Founded in 2009

London, England, GBR

51-200 employees