Director, VSL Customer Success

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🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Cambium Learning Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

📚 Education

🤖 Artificial Intelligence

Education • Artificial Intelligence

Cambium Learning Group is a company focused on providing essential educational solutions through a family of companies. They create experiences designed to help educators and students succeed by leveraging technology, including artificial intelligence and machine learning. Cambium Learning Group's brands are among the most respected in the edtech sector, supporting meaningful work and innovation in education. Their commitment is reflected in their dedication to making every learning moment valuable and impactful.

📋 Description

• Lead, manage, coach, and develop a high-performing team of Customer Success Managers, Professional Learning Facilitators, a Product Enablement & Analytics Manager, and contractors • Mentor team members based on implementation, educator training, and customer engagement experience • Own and optimize the end-to-end customer lifecycle across onboarding, implementation, adoption, expansion, and retention • Advise high-value district and state-level accounts in K–12 instructional environments • Design, implement, and scale customer success playbooks • Establish and monitor customer health metrics and lead churn mitigation and recovery strategies • Drive retention, renewal, and expansion outcomes • Lead continuous improvement of customer support operations, service standards, escalation frameworks, and support metrics • Partner with Product and Engineering on support trends and long-term improvements • Collaborate with Sales, Product Management, Marketing, Research, Finance, and Operations • Define customer health and journey strategy, success metrics, reporting frameworks, dashboards, and analytics • Forecast capacity needs and optimize resource allocation • Improve customer-facing resources and knowledge management systems, including training materials, implementation guides, and Help Center content • Ensure high-quality implementation of professional learning and product solutions across diverse districts • Drive product adoption, usage, expansion, and measurable customer value • Bridge product, training, analytics, and customer success into a unified customer experience strategy • Represent customer reality across Sales, Product, and Executive Leadership

🎯 Requirements

• Bachelor’s degree and/or extensive professional experience in K–12 education and edtech (10–15+ years) • Demonstrated leadership experience, including training delivery, customer success, and large-scale implementation • Deep experience in customer-facing roles, including account management and strategic customer engagement • Proven experience leading and developing teams, including cross-functional and remote team environments (7+ years minimum) • Demonstrated experience supporting large-scale K–12 implementations and professional learning delivery • Proven ability to lead customer success strategy and execution across diverse customer environments • Background in educator training, implementation support, and customer engagement • Highly proficient with technology, customer success, and data/reporting tools • Ability to travel up to 30% as needed • Exceptional leadership, coaching, and team development skills • Proven strategic thinking and ability to execute and operationalize at scale • Excellent interpersonal, communication, and presentation skills • High level of organization, attention to detail, and operational rigor • Data-informed decision-making using customer usage and performance data • Ability to manage complex customer relationships, escalations, and retention strategies • Adaptability in fast-paced, dynamic environments • High emotional intelligence, empathy, and conflict resolution skills • Ability to influence stakeholders and drive alignment across teams • Must work and reside within the US • Reliable cable or fiber-optic broadband connection with minimum speeds of 10 Mbps download and 5 Mbps upload for remote work • Ability to participate in video-based interviews and ongoing virtual meetings with camera on

🏖️ Benefits

• Remote First work environment with flexibility to balance work with life • Reliable internet connection requirement for remote work (minimum 10 Mbps download and 5 Mbps upload) • Reimbursement to help cover the cost of setting up a home or remote office • Virtual meetings with camera on • Equal opportunity employment • Reasonable accommodations for qualified individuals with disabilities