Director of Customer Success

Unifyed is here to transform education by improving access to learning, increasing student engagement, and reducing institutional costs. We are committed to building a high performing team that transforms how Unifyed helps customers achieve their goals in a way that works for the business. We’re looking for the right person to help lead and develop our Customer Success team here at Unifyed.

Overview:

The Director of Customer Success leads a team of customer success managers to ensure customer satisfaction and success. This role is responsible for engaging with customers, providing support, and driving positive outcomes. As a key member of our leadership team, the Director of Customer Success shapes and executes strategies to maximize customer value and contribute to the company’s growth.

Responsibilities:

  • Work across Higher Education Institution campuses to create an extensive network of relationships
  • Drive awareness and activation of the Unifyed products across Institutional campuses
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through relationship management, cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Optimize Customer Lifecycle with assigned partners
  • Develop listening points in the journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Identify opportunities for continuous improvement
  • Learn and apply best practices in industry
  • Manage Customer Success Activities
  • Ensure customer onboarding creates awareness and activation to the value proposition of Unifyed products.
  • Be a resource to train various personnel across campus

Experience & Qualifications:

  • 5+ years’ experience working on-site with Higher Education Institutions
  • Able to travel 50%+
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant bachelor’s degree in business or similar disciplines
  • Experience with CRM like HubSpot and Teams systems preferred

Fill Your Details

Want to know how Unifyed can help deliver the digital
experience your students expect?

Contact an engagement expert at: engage@unifyed.com