Director of Customer Success

Who We Are

SchooLinks is transforming the future of student success through innovative college and career readiness solutions. We are on a mission to modernize how districts prepare students for life after high school.

We operate like a championship team — not a family. High expectations, direct feedback, and a relentless commitment to performance. We recruit athletes: people who are driven, coachable, and obsessed with winning. We operate by PACE core values.

The Role

The Director of Customer Success owns the post-onboarding customer journey through renewal and expansion. This is a revenue-critical role. You will lead a team of Customer Success Managers, drive measurable outcomes via workflow expansion across departments, deepen adoption, and build the executive relationships that ensure SchooLinks becomes deeply embedded in every district we serve.

What You Own

Below is a list of functional areas you will own including your team’s responsibility

Team Leadership & Performance Management

• Lead and develop a team of Customer Success Managers; own their ramp, performance, and outcomes
• Lead by example by directly managing a small number of strategic accounts
• Set clear KPIs for every CSM — retention, GRR, and usage expansion — and hold the team accountable to them
• Coach up high performers, coach out those who cannot meet the bar; no mediocrity tolerated
• Build a team culture anchored in PACE: performance-driven, candid, and fully accountable
• Plan and forecast team’s capacity based on productivity metrics & expected team output

Retention & Revenue Protection

• Own Gross Revenue Retention (GRR) at or above company targets — this is your most critical metric
• Participate in and eventually own annual renewal forecasting.
• Execute proactive renewal strategies that eliminate surprises and churn
• Identify at-risk accounts early; deploy interventions before accounts reach the red zone
• Implement playbooks for every stage of the post-onboarding journey: activation, adoption, renewal, expansion

Usage Expansion & Adoption

• Drive measurable increases in platform usage across the student, counselor, CTE and executive personas
• Build and execute workflow adoption campaigns in partnership with Product and Marketing
• Track leading indicators of healthy engagement relentlessly

Executive Sponsorship & Multi-Threading

• Build and maintain executive-level relationships across these offices: Superintendent, CTE, Counseling, Accountability
• Ensure no account is single-threaded; map stakeholders and maintain multi-contact coverage as a standard operating procedure
• Lead executive business reviews (EBRs) that are outcome-focused and data-driven, not just relationship check-ins
• Partner with Sales and Marketing to identify and develop expansion and upsell opportunities within the existing customer base

CS Operations & Metrics

• Maintain a CS dashboard: GRR, NRR, CSAT, adoption rates, EBR cadence, and renewal pipeline by CSM
• Establish operating rhythms — weekly team standups, QBRs, renewal forecasting — and hold the team to them
• Identify systemic issues driving churn or disengagement and bring data-backed recommendations to leadership
• Report to the VP/C-Suite with a clear view of customer health and revenue risk at all times