Director, VSL Customer Success

About this role

Job Location: US, Remote. Candidate must work and reside within the US.
Job Overview:
Voyager Sopris Learning is seeking a strategic and results-oriented Director of Customer Success to drive the strategy and execution of a unified customer experience across onboarding, implementation, and long-term success. This role is accountable for ensuring districts achieve effective adoption, sustained engagement, and measurable impact on student outcomes.
This leader will bring together customer success, professional learning, and product enablement into a cohesive strategy that supports both customers and internal teams. The role requires a deep understanding of K–12 environments, the ability to translate customer needs into scalable solutions, and the leadership to drive alignment across the organization.
The ideal candidate will:

• Bring a deep understanding of K–12 education environments, with the ability to connect classroom realities to district-level priorities and decision-making

• Demonstrate a strong balance of strategic thinking and hands-on execution, with a proven ability to lead initiatives from concept through implementation

• Be highly skilled in building trust and long-term partnerships with district leaders, administrators, and educators

• Have a proven background in professional learning and implementation, with the ability to translate training into measurable outcomes

• Leverage data, customer insights, and usage trends to inform decisions, improve performance, and drive customer success outcomes

• Operate with a customer-first mindset while aligning efforts to organizational goals, including retention, expansion, and overall customer value

• Be an effective cross-functional leader, capable of influencing Sales, Product, Marketing, and Research through clear communication and actionable insights

• Demonstrate effective ownership and accountability, with the ability to navigate complex challenges and drive solutions in dynamic environments

• Manage with a continuous improvement mindset, identifying opportunities to enhance processes, systems, and the overall customer experience

The Director will be responsible for shaping and sustaining long-term customer success strategies, ensuring alignment with district initiatives, funding considerations, and instructional priorities, while driving continuous improvement across the customer journey.
Job Responsibilities:
Leadership & Team Development

• Lead, manage, coach, and develop a high-performing team of Customer Success Managers, Professional Learning Facilitators, a Product Enablement & Analytics Manager, and contractors

• Provide hands-on mentorship grounded in real-world implementation, educator training, and customer engagement experience

• Foster a culture of accountability, ownership, and continuous improvement, aligning team priorities to organizational goals, customer outcomes, and measurable performance metrics.

• Conduct performance reviews, support career progression, and build excellent team morale

Customer Success Strategy & Execution

• Own and optimize the end-to-end customer lifecycle, including onboarding, implementation, adoption, expansion, and retention

• Serve as a strategic advisor for high-value district and state-level accounts, bringing deep understanding of K–12 instructional environments

• Design, implement, and scale customer success playbooks grounded in proven implementation and training practices

• Establish and monitor customer health metrics (usage, engagement, time on task, satisfaction, retention) to drive actionable insights and outcomes

• Proactively identify churn risks and lead data-informed mitigation and recovery strategies

• Translate classroom, school, and district-level needs into scalable, repeatable customer success strategies

• Drive retention, renewal, and expansion outcomes by aligning customer success strategies to business and district priorities

Customer Support & Service Delivery

• Drive the strategy and continuous improvement of customer support operations, ensuring timely, high-quality resolution of customer issues

• Establish service standard and escalation frameworks to drive accountability and customer satisfaction

• Define and monitor support performance metrics (response time, resolution time, satisfaction)

• Partner with Product and Engineering to identify root causes of support trends and drive long-term improvements

• Integrate support insights into Customer Success and Training strategies to proactively reduce customer friction

Cross-Functional Collaboration

• Partner closely with Sales to shape pre-sales strategy for strategic accounts ensuring alignment between customer expectations, implementation readiness, and long-term success

• Collaborate with Product Management to provide field-driven insights that inform product enhancements and roadmap priorities

• Work with Marketing to align messaging, campaigns, and customer engagement strategies

• Own Customer Health and Journey strategy, including defining success metrics, monitoring performance, and driving continuous improvement in partnership with Research

• Coordinate with internal teams (Finance, Operations, etc.) to improve implementation and service delivery

Operational Excellence & Enablement

• Evaluate and improve processes, tools, and systems to increase efficiency, scalability, and consistency across the customer journey

• Manage the development of reporting frameworks, dashboards, and analytics to track customer outcomes, product usage, and team performance

• Utilize customer data and pipeline insights to forecast capacity needs and optimize resource allocation

• Lead the strategy and continuous improvement of customer-facing resources and knowledge management systems, including training materials, implementation guides, and Help Center content, to ensure scalable, high-quality customer experiences

Customer Engagement, Training & Implementation

• Ensure high-quality…