Director of Customer Success and Support

Department: Customer Success

Employment Type: Full Time

Location: Remote

Compensation: $175,000 - $210,000 / year

Description

As Director of Customer Success and Support, you'll be the champion of our customer experience, leading a team dedicated to driving adoption, maximizing retention, and ensuring our clients have an amazing experience with Coursedog. This is a highly visible player-coach role with significant impact on our company's growth. You'll be working closely with Sales, Product, and Engineering to ensure a seamless and delightful customer journey.

Ready to help us build an amazing customer experience at Coursedog? Join us in shaping the future of higher education technology. Let’s create an exceptional customer experience together.

Key Responsibilities

• Lead and Develop a High-Performing Team: Build, mentor, and motivate a team of customer success managers and support specialists. This includes setting clear goals, providing ongoing training, and fostering a culture of excellence.
  
  
• Drive Customer Adoption and Retention: Develop and implement strategies to maximize product usage and ensure high customer retention rates. This includes proactive outreach, onboarding programs, and ongoing engagement initiatives.
  
  
• Own the Customer Experience: Establish and maintain a world-class customer experience across all touchpoints of the customer journey. This involves developing service level agreements (SLAs), monitoring key performance indicators (KPIs), and proactively addressing customer issues.
  
  
• Collaborate Cross-Functionally: Work closely with Sales, Product, and Engineering to ensure a seamless customer journey. This includes providing valuable customer feedback to inform product development and sales strategies.
  
  
• Strategic Planning & Reporting: Develop and execute the overall customer success and support strategy. This includes setting budgets, forecasting, and reporting on key metrics to senior management.

Skills Knowledge and Expertise

• 5+ years of experience in customer success or support leadership, ideally in a SaaS environment.
• Demonstrated ability to lead through change, ambiguity, and scale.
• Proven track record of building and leading high-performing teams.
• Experience working with higher education institutions (a plus!).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience building and delivering customer journey and Customer Experience engagements

Working at Coursedog

Healthcare, Dental & Vision
We follow a fixed contribution model to ensure equity and transparency. Each employee receives the same annual dollar amount to allocate toward their medical, dental, and vision coverage. This empowers you to select the plan that best meets your needs — whether it’s a base-level plan or a more comprehensive option.
Depending on the selected coverage level, the company covers:

• Employee-only coverage: 99% to 55% of monthly premiums
• Employee + dependents: 77% to 43% of monthly premiums

We proudly partner with Aetna and Guardian, and offer access to best-in-class wellness perks including:

• Spring Health (mental health support)
• XP Health (vision benefits)
• Carrot Fertility (family planning)
• One Medical (primary care)

We also support pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

Retirement Planning
To support long-term financial health, we offer a 401(k) plan from day one of employment.
Beginning January 1, 2026, we’ll provide a 4% employer match on your annual salary (subject to federal limits) for employees contributing to a tax-advantaged retirement account.
Paid Time Off
We trust our employees to manage their time responsibly. That’s why we offer an unlimited Paid Time Off policy — because flexibility and balance are critical for sustained excellence and personal well-being.
Remote-First Since Inception
We were built for distributed work. Our culture emphasizes flexibility over rigidity, outcomes over hours, and transparency over gatekeeping. We are committed to being a remote-first organization indefinitely, empowering you to work where and how you thrive best.

Equity
As a valued contributor to our collective success, you’ll participate in the upside. All employees are granted equity in the company, with vesting aligned to y