Director, Customer Success

Director, Customer Success

Remote - United States

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com. 

The Director, Customer Success under the general direction of the SVP, Customer Success Management is responsible for the overall direction, coordination, quality, and output of Customer Success Managers taking care of a segment of Anthology customers in North America. This position is responsible for impacting retention through proactive customer success strategies with an expectation of coordinating cross-functional activities to ensure understanding and awareness of customer needs. Additionally, this position will provide leadership and guidance to evolve our processes to ensure we are providing best-in-class care for our customers.

Primary responsibilities will include:  

• Evaluating and prioritizing escalated customer concerns from accounts in their team’s care
• Ensuring that employees are resolving conflicts and providing solutions in a timely manner
• Ensuring employees are building relationships with customers to become a trusted advisor and promote best practices to continually drive value and return on their investment
• Regularly evaluating “big picture” themes and patterns
• Assisting in driving resolution cross-functionally to prevent larger issues from occurring
• Collaborating with sales teams to ensure growth attainment and increased footprint
• Mentoring, coaching, and developing employees
• Helping to set and monitor quality objectives, performance standards, and priorities that are implemented and addresses any performance management needs
• Leading with compelling strategic operational vision that is in alignment with the organization’s goals 
• Owning and participating in periodic business reviews and working with their senior leadership team to assess and plan to achieve performance against the annual business targets
• This role requires 25% travel

The Candidate: 

Required skills/qualifications: 

• Bachelor’s degree or equivalent work experience
• 10-12 years’ prior experience in a software company, in a customer service role, preferably Software as a Service (SaaS)
• At least 4 years’ prior experience in managerial role, specifically developing and mentoring people or building up a team
• Proven experience in leading effectively through change
• Proven ability to shape and lead globally distributed, virtual teams 
• Proven experience in technology and operations risk management, profitability management, budget planning, and financial review 
• Proven ability to establish high impact initiatives that transform customer experiences
• Able to be successful with ambiguity and solving customer issues, working across functional lines to advocate and solve issues for the customer
• Excellent oral/written communication and presentation skills
• Ability to thrive in a dynamic, results-oriented, collaborative environment 
• Excellent customer service, presentation, and conflict resolution skills
• Ability to manage clear financial objectives and identify and implement policies and procedures to support them
• Fluency in written and spoken English

Preferred skills/qualifications: 

• Advanced degree
• Planhat usage, adoption and reporting
• Experience in Education Technology, Higher Education, Learning Management System   

Pay range is $135,900 - $152,600/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.