Stand Together · 2 hours ago
Director of Growth & Customer Success
Arlington, VA
Full-time
Hybrid
Director/Executive
8+ years expStand Together is a philanthropic community that helps America’s changemakers tackle significant societal issues. The Director of Growth & Customer Success will build and scale the community and customer success function, leading strategies for onboarding, activation, and retention while collaborating with various teams to enhance customer experiences.
GovernmentNon ProfitTrading Platform
Responsibilities
Develop and lead a holistic growth strategy that connects ground‑game activations with long‑term product roadmaps
Design and operationalize scalable onboarding flows, support workflows, SLAs, escalation paths, and continuous feedback loops
Hire, coach, and manage high‑performing customer success, support, and community teams; define roles, KPIs, and clear career paths
Select, implement, and manage customer support platforms—including helpdesk, knowledge base, CRM, ticketing, and analytics tools
Partner closely with Product, Activation, and Analytics teams to surface user pain points, prioritize improvements, and validate product changes
Define, monitor, and report on success metrics such as activation, retention/churn, time‑to‑resolution, CSAT/NPS, and product adoption
Build comprehensive playbooks for key moments (launches, campaigns, crises) and ensure organizational readiness, including 24/7 response coverage when needed
Qualification
Required
8+ years of experience in growth, customer success or product operations with 3+ years managing teams
Proven track record building support systems and scaling operations from early stage to hundreds of thousands of users
Comfortable with helpdesk/CRM systems (e.g., Zendesk, Freshdesk), analytics tools, and knowledge-based software
Data driven: able to define and measure success metrics and run experiments to drive activation/retention
Strong cross-functional collaboration skills and experience partnering with Product, Marketing, and Engineering
Mission-driven, excellent communicator, and hands-on leader
Enthusiasm to contribute to Stand Together's vision and principled approach to solving problems, and a commitment to stewarding our culture, which champions values including transformation and innovation, entrepreneurialism, humility, and respect
Preferred
Experience with civic, nonprofit, or platform communities
Multilingual support operations experience
Benefits
6% 401(k) match with immediate vesting
Flexible time off
Comprehensive health and dental plans
Wellness and mental health support through Peloton and Talkspace
Company
Stand Together
Stand Together is a non-profit organization management company that specializes in education, trade, foreign policy.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
T
Tracy Tomasso
Vice President, Infrastructure
Brian Howe
Managing Director, Ventures Lab Studio
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