[Remote] Customer Success Director

Note: The job is a remote job and is open to candidates in USA. The British School of Amsterdam is seeking a strategic and results-driven Customer Success Director to lead and scale their customer success function. This role is responsible for driving customer satisfaction, retention, and expansion by developing high-impact engagement strategies and overseeing the end-to-end customer lifecycle.ResponsibilitiesDefine and execute the overall customer success strategy aligned with company objectives and growth targetsLead, mentor, and scale a high-performing team of Customer Success Managers (CSMs)Oversee the full customer lifecycle, including onboarding, adoption, retention, and renewal processesDevelop and implement programs to improve customer satisfaction, reduce churn, and increase lifetime valueEstablish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), customer retention rate, and expansion revenueCollaborate with sales, product, marketing, and support teams to ensure a seamless customer experienceAct as an executive sponsor for key accounts, building strong relationships with senior client stakeholdersAnalyze customer data and feedback to identify trends, risks, and growth opportunitiesDrive customer advocacy initiatives, including testimonials, case studies, and referralsLead escalation management and ensure timely resolution of critical customer issuesSkillsBachelor's degree in Business Administration, Marketing, Communications, or a related field; MBA preferred8–12+ years of experience in customer success, account management, or client services, with at least 3–5 years in a leadership roleProven experience managing and scaling customer success teams in a SaaS, technology, or service-based environmentStrong understanding of customer lifecycle management and retention strategiesExcellent leadership, coaching, and team development skillsExceptional communication, negotiation, and relationship management abilitiesExperience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot)Data-driven mindset with strong analytical and problem-solving skillsAbility to operate effectively in a remote, fast-paced, and cross-functional environmentMBA preferredBenefitsFlexible remote work environmentCompetitive hourly compensationPerformance-based incentives and bonusesLeadership development and career advancement opportunitiesCollaborative and innovative company cultureCompany OverviewThe British School of Amsterdam is an independent co-educational non-profit school providing world class teaching and learning for children from 3 to 18. It was founded in 1978, and is headquartered in Amsterdam, North Holland, NL, with a workforce of 201-500 employees. Its website is https://www.britams.nl/.