DirectorofCustomerSuccess

### Who We Are SchooLinks is transforming the future of student success through innovative college and career readiness solutions. We are on a mission to modernize how districts prepare students for life after high school. We operate like a championship team — not a family. High expectations, direct feedback, and a relentless commitment to performance. We recruit athletes: people who are driven, coachable, and obsessed with winning. We operate by PACE core values. ### The Role 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. ### What You Own Below is a list of functional areas you will own including your team’s responsibility **Team Leadership & Performance Management** * 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 **Retention & Revenue Protection** * 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