National Director, Customer Success
- Job Title
- National Director, Customer Success
- Job ID
- 27746839
- Work Remote
- Yes
- Location
- Remote
- Other Location
- Description
-
About ACUE:
The Association of College and University Educators (ACUE) mission is to ensure student success through quality instruction. ACUE delivers the highest-quality courses, pathways, and certifications with quick-to-implement practices that make a huge impact on student success. Instructors certified in ACUE’s Effective Teaching Practice Framework are proven to boost persistence and completion for students, improve faculty confidence and engagement, and help institutions meet their strategic goals.
ACUE’s online, cohort-based courses are delivered through institutional partnerships and open enrollment courses and are higher education’s only provider of nationally recognized teaching certifications.
Position Summary
Reporting to the Chief Revenue Officer, the National Director, Customer Success is an integral member of the Customer Success Team responsible for customer retention, growth, and partner satisfaction. The successful candidate will work closely across all functions to improve and execute against ACUE’s retention and growth strategy.
Responsibilities- Successful record of leadership, including the demonstrated ability to build, engage, and develop high-performing Regional Customer Success Directors.
- Recruit, hire, and train the Regional Customer Success Directors.
- Collaborate with Regional Customer Success Director team and Partners to create long-term customer engagement plans that drive growth and maximize customer lifetime value.
- Lead the Customer Success team to achieve ACUE’s retention, growth, and customer satisfaction targets.
- Develop and maintain strong relationships with key ACUE accounts and partners to drive loyalty and advocacy.
- Monitor partner health through data analysis, engagement tracking, and feedback to identify at-risk accounts and ensure timely intervention.
- As the top line grows, ensure that the customer success function can scale effectively to handle an increasing customer base.
- Establish and performance manage an upsell and cross-sell strategy to achieve sales targets.
- Establish continuous improvement to the customer experience.
- Assess current team processes and procedures, identify opportunities for improvement, and implement them.
- Proficient in Salesforce reporting to present and analyze data and make data-informed decisions.
- Provide detailed and accurate sales forecasts.
- Assess individual performance through observation and measurement and suggest corrective actions as needed.
Skills & Experience:- Experience leading a Customer Success function or team.
- Experience Managing Sales Quotas and Performance Goals.
- Excellent problem-solving and conflict-resolution skills.
- Detail-oriented, excellent organizational and multitasking skills.
- Ability to work efficiently and effectively under pressure with simultaneous deadlines.
- Ability to assess and plan and troubleshooting strategies.
- Ability to analyze data to identify trends and issues.
- A self-starter with a strong ability to motivate others.
- Ability to travel as required.
- Being a role model in all aspects of the job and demonstrating a professional, high-performing, ethical attitude and image
- Empathetic, positive attitude with a desire to help our Partners.
Key Requirements:- 5 plus years’ experience in a Customer Success leader position preferred, with related field experience.
- Strong oral and written communication skills
- Experience in Higher Education Customer Success preferred
- Proficient at Solution Sales and Ability to performance manage a Sales team.
- Proficient with Microsoft Office and SalesForce.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. In addition to the responsibilities listed in the job description, other duties may be assigned as necessary to meet operational needs.
Why Join ACUE?
If you are passionate about a mission-driven Edtech company, we encourage you to apply and join our dynamic team. ACUE is a dynamic and fast-growing company committed to enhancing teaching excellence in Higher Ed.
Our benefits package includes:- Competitive medical benefits and company-paid dental and vision benefits
- Tuition Reimbursement
- 21 days PTO
- 401k
- FSA, HSA, and Dependent Child FSA options
- Health Advocate Program
- Employee Assistance Program
- Parental Leave
- Adoption Assistance
Location:
This position is remote, with travel to partner locations, conferences, and team or company meetings. (up to 50%)
Competitive Compensation Package:
We provide a competitive compensation package, including a base salary between $120,000 and $150,000 and an attractive commission plan that offers significant opportunities to earn a salary commensurate with experience and responsibilities.
About ACUE
ACUE is an equal-opportunity employer. We value a diverse workforce and an inclusive culture. We believe that having a staff with diverse personal and professional backgrounds and lived experience enhances our ability to meet our mission and creates an environment where all members of our community can thrive. We strongly encourage applications from people of color, immigrants, women, first-generation college graduates, persons with disabilities, members of the LGBTQ community, people with lived experience of poverty and/or racism, and people from Underrepresented and historically marginalized groups.
How to Apply:
When applying for this role, please upload resumes/CVs and a cover letter expressing your specific interest in this position and your qualifications.
Applications must have a cover letter to be considered. Please follow the instructions below to apply for this position:
