Director, Customer Success – Support

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Lumivero

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

SaaS

Lumivero is a software company that builds research, qualitative data analysis, risk and decision-making, and experiential learning tools — many with embedded, auditable AI. Its product portfolio includes NVivo, ATLAS. ti, Citavi and XLSTAT for qualitative, quantitative, and mixed-methods research; DecisionTools Suite, @RISK, Predict! and SharpCloud for Monte Carlo simulation, risk modeling, and decision visualization; and an Experiential Learning Cloud for managing student placements and assessment. Lumivero’s offerings emphasize Excel integration, enterprise-grade dashboards, governance and auditability, and are targeted at higher-education institutions, research teams, and organizations managing enterprise risk and project portfolios.

📋 Description

• Lead the post-sale customer organization for the Experiential Learning Cloud business unit • Drive a holistic post-sale process covering implementation, onboarding, adoption, customer education, professional services, success, and support • Establish customer-health indicators and lead recovery plans for at-risk accounts • Partner with Sales on adoption, renewal, expansion, net revenue retention, and gross revenue retention • Refine implementation methodologies, onboarding playbooks, and success programs • Build relationships with university leaders and strategic stakeholders • Lead the customer support organization and establish SLAs and KPIs for responsiveness, quality, and issue resolution • Integrate AI and automation to reduce low-value work • Drive team upskilling and reskilling • Partner with Product and Engineering to prioritize recurring issues and inform the roadmap • Contribute to ELC business strategy and operational priorities as a Leadership Team member • Build operational metrics and executive dashboards • Partner with Sales, Product, Engineering, Marketing, and Finance • Build and lead a high-performing organization of managers, team leads, and individual contributors • Define KPIs, ownership, accountability, and team autonomy • Develop future leaders and succession depth

🎯 Requirements

• Bachelor’s degree or equivalent combination of relevant education and professional experience • Experience in EdTech serving higher-education institutions • 6+ years of leadership experience in a SaaS organization • Experience in Customer Success, Professional Services, Customer/Technical Support, or Customer Operations • Proven success leading teams and customers through organizational change, migrations, or large-scale transitions • Track record building scalable, continuously improving customer-facing organizations • Strong business and financial acumen • Ability to use customer and operational metrics to drive decisions • Excellent executive communication, relationship-building, and change-management skills • Demonstrated contribution to NRR/GRR, churn, or renewal outcomes in a SaaS environment • Experience leading large-scale customer migrations or implementation programs preferred • Experience managing customer operations in Salesforce preferred • Familiarity with Jira, Confluence, or Foresight preferred • Experience scaling customer organizations during rapid growth or transformation preferred • Experience with global teams preferred • No work-authorization sponsorship available

🏖️ Benefits

• Full medical coverage • Full dental coverage • Full vision coverage • Flexible PTO • 401K • Career advancement opportunities • High-growth startup environment