Senior Director of Customer Success, Modern Campus
$125-175k
Higher education management software
Open for applications
Higher education management software
201-500 employees
Open for applications
$125-175k
201-500 employees
Company mission
To unlock the value of lifelong learning for students and the institutions that serve them.
Role
Who you are
- We are looking for someone that can demonstrate deep engagement and concern for the success of our clients, while building and nurturing deep campus level relationships
- Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Manage and nurture executive relationships with customers, including management of executive-level escalations
- Expert level collaboration skills, applied successfully within a team as well as other areas
- Ability to self-direct and self-motivate your efforts, both short- and long-term, to meet deadlines and maintain high quality content, without the need for close supervision
- Exceptional organizational, multi-tasking and time management skills
- Strong writing/presentation building, verbal, written, digital and graphic communication skills
- Advanced problem solving, critical thinking and analytical skills
- Proven experience leading teams, driving customer retention and expansion sales, advancing software adoption, and leveraging customer success best practices
- Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication
- Excellent communication skills, displaying confidence and skill in varying customer situations. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management
- Experience successfully building and scaling Customer Success teams preferred
- 5 years of leadership and management experience in a customer success or support role
- Bachelor’s or MBA preferred
What the job involves
- We are looking for a Senior Director, Customer Success to build our customer-obsessed organization and solutions, and to lead our Customer Success initiatives by, 1) empowering clients to fully leverage our solutions, 2) forging strong, strategic relationships that protect our revenue foundation 3) and actively prime the organization for accelerated growth
- This person will direct the Customer Success Team, the day-to-day operations, for managing the success efforts across multiple products
- They will deliver seamless strategy, addresses escalated customer issues with the appropriate internal team(s) with the speed and urgency epitomizing our Modern Campus value “we run toward problems.”
- Our Senior Director, Customer Success will optimize the customer journey by creating programs and initiatives to improve engagement, usage and achievement of customer goals
- They will develop and drive customer success outcomes of reducing customer churn, scouting new customer opportunities for the sales team and supports new business growth through greater advocacy and customer championship of Modern Campus’ products and service
- Building the Customer Success team from the ground up
- Working on the Customer Success structure such as resourcing, performance reviews, and compensation plans
- Design account coverage plan and deploy, with flexibility for growth and evolution of strategy between client retention and client growth
- Focus on Customer Retention and satisfaction. Be actively involved in Customer feedback and surveys
- Optimizing and supporting the overall customer journey; strategy for launching and supporting customers in an efficient way to improve engagement, usage and achievement of customer goals and satisfaction (CSAT & NPS)
- Training, upskilling, and onboarding of the Customer Success team
- Evaluation of System requirements. Building processes to ensure key data updates are completed within the systems and plans
- Reporting on KPIs and Metrics tied to and influenced by the Customer Success team
- Planning and Strategy projects with Modern Campus Leadership to align Customer Success goals with company goals and outcomes
- Attending conferences and webinars for Customer networking
- Collaborating with key teams such as Sales, Professional Services, Support, Product, Marketing, Revenue Operations, and Finance to build best-in-class processes on the way we operate our business across the Account team eco-system to serve our customers better & meet their needs
- Ensure updated health metrics and work cross-functionally to develop processes to reduce time to value and improve customer satisfaction, driving an increase in references and champions
- Provide feedback to the Product team to prioritize road map features and enhancements
- Collaborate with Sales and Account Management teams and act as a resource on calls, meetings, and visits
Our take
Modern Campus offers a whole suite of engagement-oriented SaaS products for higher education institutions, including enrollment, communication, curriculum management, and career pathways planning.
The company’s roots go back to 1982 and the early days of web development and SaaS, but a 2019 merger between higher education CMS OmniUpdate, and Student Lifecycle Management (SLM) company Destiny Solutions, led to a 2021 rebrand as Modern Campus.
Now over 2,000 North American institutions are customers of the company, including St. Louis University and Utah Valley University. This gives an indication of Modern Campus’ relevance and strength of position in the market.
There are no signs of slowing down as Modern Campus looks to tap into increasing demand for the modernization of campus life. Since rebranding, the company has been making key acquisitions in the higher education sector to expand its own services range, including campus engagement platform Presence, and conversational text messaging platform Signal Vine.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Private stock options
- Medical and dnetal insurance
- Collaborative work environment
Company HQ
Yonge–Eglinton, Toronto, ON
Leadership
Peter Devries
(CEO)Served in a variety of Executive Leadership roles with Modern Campus, including President and COO since 2018. They earned a Bachelor of Mathematics degree from the University of Waterloo, with joint honors in Computer Science and Economics. They're also a Certified Information Systems Security Professional and Risk Management Professional, among numerous professional designations.
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