Director of Customer Success – Test Prep

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The Princeton Review

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Education • B2C

The Princeton Review is a test-prep and education services company that provides online and in-person courses, private tutoring, practice tests, college admissions counseling, and AI-enhanced learning tools for K-12, college, and graduate/professional exam preparation. The company offers standardized test preparation (SAT, ACT, MCAT, LSAT, GRE, GMAT, etc. ), academic tutoring, admissions consulting, and digital resources and platforms to help students improve scores and navigate school selection and applications.

1001 - 5000 employees

Founded 1981

📚 Education

👥 B2C

💰 $10M Private Equity Round on 2010-03

📋 Description

• Develop and implement CS strategies that drive satisfaction, retention, and growth across institutional test prep programs. • Partner cross-functionally with Sales, Product, Operations, Implementation, and Marketing to enhance customer experience and ensure seamless program delivery. • Partner with the Director of Sales, Institutional Test Prep Programs, on strategic account planning, renewal forecasting, and growth initiatives to ensure seamless coordination between pre-sale and post-sale teams. • Partner with the VP of Customer Success to align team initiatives with company-wide strategic goals. • Build a plan with the Implementation and Product teams to launch single sign-on and other edtech integration standards for K–12 and higher education partners. • Work cross-functionally with Customer Success leadership to align strategies and build synergies across institutional markets, driving cross-sell and expansion opportunities. • Lead, coach, and develop a high-performing Customer Success team supporting test preparation programs. • Foster a culture of accountability, collaboration, and continuous learning across the Test Prep Customer Success team. • Establish shared KPIs and reporting frameworks for CSMs to monitor account health, renewal pipeline, and client engagement. • Work closely with the Director of Sales to ensure consistent communication, unified account strategy, and aligned messaging across all institutional relationships. • Lead renewal management efforts across the teams to meet retention and growth goals. • Serve as a strategic advisor and primary contact for select key institutional partners, ensuring exceptional service delivery, proactive communication, and measurable student outcomes. • Oversee the full customer lifecycle—from onboarding to engagement, renewal, and expansion. • Build strong relationships with administrators and decision-makers to promote advocacy and long-term partnership growth.

🎯 Requirements

• Bachelor’s degree and 7–10+ years of experience in customer success, client services, or account management—preferably in education, edtech, or test preparation. • Strong record managing renewals and retention metrics that drive measurable client success; prior team leadership experience preferred but not required. • Strategic thinker with the ability to translate data insights into actionable plans. • Skilled communicator with exceptional presentation and relationship management skills. • Proficient in CRM systems (Salesforce preferred), Microsoft Office, and Excel. • Collaborative, proactive, and adaptable leader who thrives in cross-functional environments. • Inclusive, solutions-oriented leadership style balancing vision with operational excellence. • Experience fostering alignment with Sales and Customer Success leadership to drive shared customer outcomes and cross-sell opportunities. • Experience with common edtech platforms and integration standards (e.g., single sign-on, LTI, or rostering) a plus. • Willingness to travel up to 20% for client visits, trainings, and conferences. • Experience with contracting and RFPs.

🏖️ Benefits

• Equal employment opportunity employer • Competitive salary and benefits package commensurate with experience and skills