Director, VSL Customer Success

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 implementation of professional learning and product solutions across diverse district environments

• Support development and enhancement of training materials and delivery models to ensure effectiveness, scalability, and alignment to customer needs

• Build and maintain exceptional relationships with district leaders, administrators, and educators

• Drive product adoption, usage, and expansion through effective engagement strategies

• Ensure customers realize measurable value and outcomes from their investments

Strategic Differentiation & Impact

• Bridge product, training, analytics, and customer success into a unified customer experience strategy

• Leverage deep institutional knowledge and long-term customer relationships to drive consistency and scalability across implementations

• Translate field experience into actionable insights that influence product direction, customer success strategy, and organizational decision-making

• Champion a data-informed, implementation-first approach that connects training, usage, and student outcomes

• Serve as a key internal voice representing customer reality across Sales, Product, and Executive Leadership

Job Requirements:

• Bachelor’s degree and/or extensive professional experience in K–12 education and edtech (10–15+ years)

• Demonstrated leadership experience, including training delivery, customer success, and large-scale implementation

• Deep experience in customer-facing roles, including account management and strategic customer engagement

• Proven experience leading and developing teams, including cross-functional and remote team environments (7+ years minimum)

• Demonstrated experience supporting large-scale K–12 implementations and professional learning delivery

• Proven ability to lead customer success strategy and execution across diverse customer environments

• Effective background in educator training, implementation support, and customer engagement

• Highly proficient with technology, customer success, and data/reporting tools

• Ability to travel up to 30% as needed

Core Competencies:

• Exceptional leadership, coaching, and team development skills

• Proven strategic thinking with the ability to execute and operationalize at scale

• Excellent interpersonal, communication, and presentation skills across all stakeholder levels

• High level of organization, attention to detail, and operational rigor

• Data-informed decision-making with experience leveraging customer usage and performance data

• Ability to manage complex customer relationships, escalations, and retention strategies

• Adaptability in fast-paced, dynamic environments

• High emotional intelligence, empathy, and conflict resolution skills

• Ability to influence stakeholders and drive alignment across teams

To learn more about our organization and the exciting work we do, visit https://www.voyagersopris.com/.

Remote First Work Environment 

Our Remote First approach gives employees the flexibility and trust they need to effectively balance work with life. It creates a culture in which all employees are valued and where success is measured in results. It allows us to work collaboratively, inclusively and for greater positive impact, regardless of our individual locations.

If you will be working remotely, either occasionally or on a permanent basis, you must have a reliable internet connection through a cable or fiber-optic broadband service with minimum speeds of 10 Mbps download and 5 Mbps upload.

The successful candidate will be expected to actively participate in video-based interviews during the recruiting process and ongoing virtual meetings with their camera on, as part of their role. To maintain confidentiality and ensure a fair evaluation process, the use of note-taking tools, reference materials, or AI-powered tools (including generative AI, language models, or similar technologies) during interviews or other selection activities is prohibited unless prior written approval has been obtained from the People Experience team. If you require an exception for medical, accessibility, or other reasons, please contact your Talent Acquisition team member to discuss accommodations in advance.

As part of our Remote-First benefits, Cambium offers reimbursement to help cover the cost of setting up your home or remote office.

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex (including pregnancy, gender, gender identity/expression, or sexual orientation), national origin, protected veteran status, disability, or genetic information (including family medical history).

We will provide reasonable accommodations for qualified individuals with disabilities.  You may request an accommodation during the recruiting process with your Talent Acquisition team member.