Senior Director of Customer Success

23 hours, 18 minutes ago
Full-time
Executive
Customer and Technical Support
JoVE

JoVE

JoVE is a leading producer of scientific video resources, accelerating research in science, medicine, and engineering through peer-reviewed video articles. With over 15,000 videos, JoVE enhances lab productivity and education worldwide.

Media
51-250
Founded 2006

Description

  • Lead and develop a global Customer Success organization of 40+ managers, team leaders, and specialists across multiple regions.
  • Own global renewal performance for research and education subscriptions, with a target renewal rate above 95%.
  • Build processes, KPIs, dashboards, and operational workflows to support predictable renewal and expansion results.
  • Drive user adoption by increasing high-quality integrations across undergraduate courses.
  • Develop scalable customer success programs that improve engagement, product usage, and long-term customer value.
  • Identify opportunities to improve customer journeys through automation, segmentation, AI, and data-driven decision making.
  • Partner with Sales, Marketing, Product, and Revenue Operations to improve customer lifecycle outcomes.
  • Coach managers and develop future leaders within the Customer Success organization.

Requirements

  • 10+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing commercial leadership role.
  • 5+ years of management experience leading teams of 20+ people.
  • Proven success leading global Customer Success organizations in SaaS, EdTech, or scientific publishing.
  • Demonstrated track record of improving renewal rates while driving expansion and cross-sell revenue.
  • Strong commercial mindset with ownership of retention, expansion, and customer growth metrics.
  • Proven ability to build a high-performance culture through performance management, goal setting, coaching, accountability, and talent development.
  • Deep understanding of customer health, adoption strategies, lifecycle management, and customer success best practices.
  • Experience partnering cross-functionally with Sales, Marketing, Product, and Operations to achieve shared business objectives.
  • Highly analytical with the ability to use customer and business data to drive strategic decisions and operational excellence.
  • Experience with Salesforce and HubSpot is preferred.

Benefits

  • Competitive compensation package.
  • Fully remote work.
  • Opportunity to make a direct impact on accelerating scientific research and education.
  • Work with global teams in an environment that promotes innovation and collaboration.
  • Strong promotion-from-within culture with a clear path for career advancement.

Interested in this position?

Apply directly on the company website

Apply Now

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