As Director of Customer Success, lead a team to enhance client experience, drive product adoption, and optimize operations.
uConnect is on a mission to improve access to career services to help more people realize their potential - early in their lives and throughout their careers.
Initially focused on the higher education market, uConnect’s All-In-One Virtual Career Center is used by leading institutions like UCLA, MIT, and Baton Rouge Community College to transform the career services experience and radically scale career engagement, readiness, and outcomes.
We're a mission-driven team working in a fun and collaborative culture that puts people first. We operate as a fully remote organization, encouraging mobility, and for all employees to work from their ideal environment.
As the Director of Customer Success at uConnect, you will lead a high-performing team focused on delivering exceptional client experiences across the full customer lifecycle, from onboarding through renewal and expansion. You will be responsible for implementing and optimizing scalable customer success operations, ensuring our onboarding, account management, and customer education teams are aligned and empowered to drive measurable outcomes for our clients.
This role is both strategic and hands-on: you will design and implement programs that drive product adoption, customer engagement, renewal execution and expansion opportunities, all while continuously improving internal processes and operational efficiency.
You'll work closely with cross-functional teams to champion the voice of the customer and ensure we have the systems, playbooks, tools and data in place to deliver consistent, repeatable success at scale.
Job Responsibilities:
- Client Relationship Management & Engagement – Build and scale relationship model that aligns customer goals with product value, enabling engagement and satisfaction, measurable outcomes and consistent experiences.
- Team Leadership & Issue Resolution – Lead and coach customer support team, optimizing workflows, and manage escalations with focus on timely resolution and effective objection handling to retain trust and drive customer success.
- Risk Mitigation & Customer Feedback Integration – Identifying potential challenges, proactively addressing issues, and using insights from customer interactions to improve the platform.
- Account Growth, Renewals & Advocacy – Develop repeatable playbooks and team capabilities to drive expansion, renewals, and customer advocacy at scale, ensuring impact and growth with every account.
- Self-Service Resources & Knowledge Base Development – Scale customer enablement by ensuring the ongoing development of a library of self-service tools and resources that reduce support dependency, improve onboarding, and empower users at every stage of their customer experience.
- Continuous Improvement – Continuously improve internal processes, workflows, and tooling to support team efficiency and effectiveness.
Required Skills & Experience:
- Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field.
- 5+ years of experience leading and scaling high-performing Customer Success teams and driving retention strategies.
- Experience implementing scalable systems and leading teams through operational change
- Expertise in navigating complex conversations and managing retention
- Strong ability to build and maintain long-term relationships with customers.
- Experience in optimizing customer support workflows and issue resolution processes.
- Ability to analyze customer success metrics and implement improvements.
- Excellent problem-solving and critical-thinking abilities and day-to-day project management.
- Experience working with sales, product, and marketing teams to align customer needs with business goals.
- Comfortable working and thriving in a fast-paced, start-up environment where we move quickly and wear many hats.
- Familiarity with CRM platforms, customer success tools, and support software, such as Gong, Vitally, Hubspot, etc.
- Background in SaaS, higher education, or career services technology is a plus.
What you'll get:
- Remote work and flexible schedule
- Gold PPO health insurance with nation-wide networks covered at 100% for employee premiums and 60% for dependents
- Dental insurance covered at 75% for employee premiums and 50% for dependents
- Vision insurance covered at 75% for employee premiums
- Optional Health and Dependent Care FSAs
- One Medical Primary Care Membership
- 100% vested 401(k) with 100% of employee contributions matched up to the first 3% of pay and 50% of employee contributions matched on the next 2% of pay after a 90-day waiting period
- Employer paid $50,000 basic life insurance policy
- Unlimited paid vacation time
- 12 weeks paid parental leave after one year of employment
- Home office stipend
What else should you know? At uConnect, we care deeply about our people. We know that a properly incentivized and highly motivated team is critical to our success and seek to ensure our employee experience reflects that. We offer competitive compensation, including participation in a generous employee equity stock option program, and a wide range of employee benefits, and are always committed to being an equal-opportunity employer.
Interested but not sure you're the right fit?If this sounds like a company you would like to join, but it may not be the right role, please don't hold back from reaching out. Whatever skills you bring to the table or background you're coming from, and we welcome you to start a conversation with us. Just use the subject line: "General Interest."
Top Skills
Crm Platforms
Customer Success Tools
Gong
Hubspot
Vitally
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