Director of Customer Success, SchooLinks
+ Performance-based upside
Career planning platform
Open for applications
Career planning platform
1001+ employees
Open for applications
+ Performance-based upside
1001+ employees
Company mission
To transform school districts into talent pipelines.
Role
Who you are
- 5+ years in Customer Success in B2B SaaS; 2+ years managing a CS team with revenue accountability
- Proven track record owning GRR and NRR metrics at or above target — bring the numbers
- Experience building and running multi-threaded executive relationships in complex, multi-stakeholder environments
- Direct, candid communicator — you give hard feedback, make tough calls, and do not sugarcoat performance gaps
- Systems thinker: you build playbooks, dashboards, and scalable processes
- EdTech or public-sector SaaS experience a strong plus; passion for student outcomes required
- High ownership, low ego: you hold yourself and your team accountable and you do not make excuses
What the job involves
- The Director of Customer Success owns the post-onboarding customer journey through renewal and expansion
- This is a revenue-critical role
- You will lead a team of Customer Success Managers, drive measurable outcomes via workflow expansion across departments, deepen adoption, and build the executive relationships that ensure SchooLinks becomes deeply embedded in every district we serve
- Lead and develop a team of Customer Success Managers; own their ramp, performance, and outcomes
- Lead by example by directly managing a small number of strategic accounts
- Set clear KPIs for every CSM — retention, GRR, and usage expansion — and hold the team accountable to them
- Coach up high performers, coach out those who cannot meet the bar; no mediocrity tolerated
- Build a team culture anchored in PACE: performance-driven, candid, and fully accountable
- Plan and forecast team’s capacity based on productivity metrics & expected team output
- Own Gross Revenue Retention (GRR) at or above company targets — this is your most critical metric
- Participate in and eventually own annual renewal forecasting
- Execute proactive renewal strategies that eliminate surprises and churn
- Identify at-risk accounts early; deploy interventions before accounts reach the red zone
- Implement playbooks for every stage of the post-onboarding journey: activation, adoption, renewal, expansion
- Drive measurable increases in platform usage across the student, counselor, CTE and executive personas
- Build and execute workflow adoption campaigns in partnership with Product and Marketing
- Track leading indicators of healthy engagement relentlessly
- Build and maintain executive-level relationships across these offices: Superintendent, CTE, Counseling, Accountability
- Ensure no account is single-threaded; map stakeholders and maintain multi-contact coverage as a standard operating procedure
- Lead executive business reviews (EBRs) that are outcome-focused and data-driven, not just relationship check-ins
- Partner with Sales and Marketing to identify and develop expansion and upsell opportunities within the existing customer base
- Maintain a CS dashboard: GRR, NRR, CSAT, adoption rates, EBR cadence, and renewal pipeline by CSM
- Establish operating rhythms — weekly team standups, QBRs, renewal forecasting — and hold the team to them
- Identify systemic issues driving churn or disengagement and bring data-backed recommendations to leadership
- Report to the VP/C-Suite with a clear view of customer health and revenue risk at all times
Our take
SchooLinks provides a framework to help students figure out what careers might suit them - and how to get there - through a multitude of features from personality tests to financial aid calculators.
Founded in 2014, the company has grown its market position over the years, as it continues to develop and improve its features and integrations. For example, a partnership with Common App enabled students using SchoolLinks to directly apply to over 900 higher education institutions.
SchooLink's history of growth, coupled with substantial funding, has enabled it to solidify its place within the market. A brand refresh in 2025 saw the company focus on smart design that anticipates user journeys, enhancing the user experience on top of revitalizing its image.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
273% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2024
$80m
SERIES B
Mar 2021
$8.3m
SERIES A
Total funding: $90.6m
Company benefits
- Fully covered healthcare that includes vision, dental, and other perks, with partial dependent coverage
- Company sponsored 401k and up to 1% matching contributions
- (If you're on site in Austin) snacks and catered lunch at least once a week
- Asynchronous, results-first work culture
- 3+ Weeks PTO and 8 national holidays off
Company HQ
Govalle, Austin, TX
Leadership
Katie Fang
(CEO & Founder)Founded SchoolLinks soon after attaining a Bachelor of Commerce Degree in Finance at the University of British Columbia.
Share this job
View 8 more jobs at SchooLinks