Director Customer Success, Corporate L&D (CSD-NA) (CSD-NA)

Job Description

Position Summary:

The Director of Customer Success will lead a dynamic team of Customer Success Managers (CSMs) dedicated to ensuring customer satisfaction, retention, and growth for the Echo360 Learning Transformation Platform. This role is instrumental in guiding corporate clients, including Fortune 500 companies, to fully adopt and realize the value of Echo360’s solutions, aligning with their corporate Learning and Development (L&D) goals. The Director will design and implement strategies to enhance customer onboarding, engagement, and renewals, leveraging expertise in Corporate L&D practices, SCORM compliance, and HRIS and LMS integrations with platforms like Workday and Cornerstone.

This role demands a strategic leader with a proven track record in customer success, capable of building and mentoring a high-performing team while driving customer outcomes. Core responsibilities include leading scalable initiatives to optimize product adoption and satisfaction, conducting formal and informal customer sentiment assessments, and fostering cross-functional collaboration with Product, Engineering, and Marketing teams to enhance the customer journey. With a strong focus on customer retention and growth, the Director will develop customized success plans for key accounts, advocate for customer needs, and share insights to drive product improvements. This position requires deep technical knowledge of SCORM-compliant content, HRIS platforms, and SaaS-based L&D technologies, alongside a data-driven approach to decision-making and performance tracking.

This position is FULLY REMOTE; we will consider candidates who are located in many, but not all, states within the United States.  For US-based positions, candidates must be eligible to work in the United States for any employer.

Requirements

Key Responsibilities

Team Leadership & Development

•   Build, lead, and mentor a high-performing team of CSMs, fostering a collaborative and results-driven culture.
•   Establish performance metrics to track customer success and team efficiency.

Customer Success Strategy

• Develop scalable initiatives to enhance product adoption, reduce churn, and drive customer satisfaction.
• Align customer success goals with Echo360's objectives, prioritizing customer corporate L&D outcomes.

Customer Engagement & Satisfaction

• Coordinate and oversee onboarding and training efforts to ensure successful platform implementation.
• Conduct formal (e.g., NPS) and informal customer sentiment assessments to gauge satisfaction.

Renewals and Growth

• Drive customer retention and renewal strategies, collaborating with Sales to identify upsell opportunities.
• Develop customized success plans for key accounts to expand platform usage.

Advocacy & Feedback

• Act as the voice of the customer, sharing insights to drive product and process improvements.
• Lead regular business reviews to highlight metrics, address concerns, and showcase platform impact.

Product and Technical Expertise

• Maintain a deep understanding of Echo360 products, features, and integrations with SCORM-compliant content and HRIS systems.
• Provide technical guidance on platform workflows, use cases, and HRIS integration challenges.

Data-Driven Decision-Making

• Analyze customer data to identify health risks, usage patterns, and opportunities for growth.
• Create performance reports highlighting ROI and demonstrating the platform's value to clients.

Cross-Functional Collaboration

• Partner with Product, Engineering, and Marketing teams to optimize the customer journey.
• Engage customers in product testing, feedback sessions, and beta launches to enhance offerings.

Additional Job Details

The ideal candidate for this role will have:

• 7+ years in Customer Success or Account Management, with 3+ years in a leadership role.
• Expertise in corporate L&D training platform solutions.
• Strong knowledge of SCORM, HRIS platforms such as WorkDay, and LMS systems such as Cornerstone.
• Knowledge of EdTech or SaaS products, with an understanding of and ability to articulate customer use cases.
• Proficiency in tools like Gainsight, Salesforce.com, Hubspot, and Outreach
• Exceptional interpersonal and communication skills to build lasting client relationships.
• Proven experience in team management, customer retention and renewals, customer engagement, and customer success strategies.

Key Attributes:

• Strategic: Aligns customer success goals with company objectives.
• Data-Driven: Able to analyze and generate insights based on usage and market metrics.
• Customer-Centric: Focused on end-to-end customer satisfaction and success.
• Servant-Leader: A supportive and effective team-oriented leader.
• Tech-Savvy: Understands SaaS operations and product value delivery.

The base salary range for this position is $160,000 - $180,000 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work.

About Echo360: 

Echo360 is a leading provider of advanced video content management and engagement solutions to the global higher education, K-12, corporate, and government industries. Our cloud-based platform empowers instructors, students, and administrators to create, edit, share, and manage all types of video content, as well as live stream video in real time. We support a diverse range teaching and learning modalities promoting active learning and providing real-time assessments to ensure student success.  Learn more about Echo360 at www.echo360.com.

We’re looking for individuals who can support our DNA:

Maniacally Mission Driven - We embrace our roles as agents of transformation: enabling the kind of inspired learning that changes people’s lives.

Massively Collaborative – We support each other and work together for the greater good.  By joining forces, our collective potential is mighty.

Relentlessly Inventive - We see the potential to deliver breakthrough solutions and are empowered to deliver them.

Moving at the speed of bright - Velocity is something we put at the core of everything we do. Not only because technology is moving fast, but because our learners are moving even faster.

 #LI-Remote

Benefits

Echo360 offers comprehensive benefits including medical, dental, vision, life & disability insurance, a 401(k) plan with company match and an unlimited PTO policy.

Echo360 Inc does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.