Associate Director of Customer Success

🔥 0 minutes ago

🌵 Arizona, Illinois, +1 more states – Remote

🌵 Arizona – Remote 🌽 Illinois – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Upswing

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

💼 Consulting

🏥 Healthcare

📚 Education

Consulting • Healthcare • Education

Upswing is a holistic student support platform designed to enhance student retention and success, particularly for non-traditional and historically marginalized students. By partnering with colleges and universities, Upswing provides access to a range of resources such as tutoring, mental health support, assignments review, and academic advising—all in one convenient online platform. Their mission is to ensure that all students can easily access the support they need throughout their educational journey, fostering a more inclusive and supportive academic environment.

📋 Description

• Own retention and expansion goals across a defined portfolio of Upswing partners, including a personal book of business • Serve as a trusted advisor to institutional leaders, aligning Upswing services with partner goals around student success, equity, and retention • Identify and execute expansion opportunities with Sales, Product, and Marketing teams • Lead renewal conversations and contribute to forecasting and revenue planning • Proactively manage risk by addressing adoption or satisfaction issues • Drive engagement and utilization of Upswing services across partner institutions • Analyze usage, outcomes, and trends to identify improvement, growth, and impact opportunities • Develop and execute engagement plans with HEROs • Translate data and insights into partner narratives and executive-level updates • Manage, coach, and develop a team of HEROs • Set expectations, goals, and performance metrics tied to retention, expansion, and engagement • Support HEROs in strategic account planning, executive communication, and problem solving • Foster accountability, collaboration, and continuous improvement • Collaborate with Sales, Marketing, Product, and Operations from onboarding through renewal and expansion • Provide partner feedback to inform product development, service enhancements, and go-to-market strategy • Contribute to customer success processes, playbooks, and reporting

🎯 Requirements

• 5–7 years of experience in customer success, account management, or client services • Experience preferably in ed tech, SaaS, or higher education • 3+ years of people management experience • Track record of developing high-performing teams • Experience owning revenue outcomes, including renewals and expansion within an existing customer base • Strong data literacy and ability to interpret usage and outcomes data • Exceptional communication skills with senior-level stakeholder experience • Passion for higher education, student success, and equity-focused solutions • Must be eligible to work in the United States • Upswing does not offer visa sponsorship