Senior Director of Customer Success

JoVE is the world-leading producer and provider of video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.

The Role

The Senior Director of Customer Success will lead a global Customer Success organization responsible for maximizing customer retention, driving product adoption, and expanding existing customer relationships through upgrades and cross-sell opportunities.

Reporting to the VP of Growth & Customer Success, the priority for this role will be to increase renewal rates by executing a scalable Customer Success strategy centered on product adoption, course integrations, and customer engagement.

Responsibilities

• Lead and develop a global team of 40+ Customer Success Managers, Team Leaders and Specialists across multiple regions.
• Own global renewal performance of our research and education subscriptions, with a target renewal rate exceeding 95%.
• Build processes, KPIs, dashboards, and operational workflows that enable predictable renewal and expansion performance.
• Drive user adoption by increasing high-quality integrations across undergraduate courses.
• Develop scalable customer success programs that increase engagement, product usage, and long-term customer value.
• Identify opportunities to improve customer journeys through automation, segmentation, AI, and data-driven decision making.
• Partner closely with Sales, Marketing, Product, and Revenue Operations to improve outcomes throughout the customer lifecycle.
• Coach managers and develop future leaders within the Customer Success organization.

Requirements

● 10+ years of experience in Customer Success, Account Management, Sales or a related customer-facing commercial leadership role.

● 5+ years of management experience, leading teams of 20+

● Proven success leading global Customer Success organizations in SaaS, EdTech, or scientific publishing.

● Demonstrated track record of improving renewal rates while driving expansion and cross-sell revenue.

● Strong commercial mindset with ownership of retention, expansion, and customer growth metrics.

● Proven ability to build a high-performance culture through rigorous performance management, goal setting, coaching, accountability, and talent development.

● Deep understanding of customer health, adoption strategies, lifecycle management, and customer success best practices.

● Experience partnering cross-functionally with Sales, Marketing, Product, and Operations to achieve shared business objectives.

● Highly analytical, with the ability to leverage customer and business data to drive strategic decisions and operational excellence.

● Experience with Salesforce and Hubspot is preferred.

Benefits

• A competitive compensation package.
• We’re fully remote!
• You will make a direct impact in accelerating science research and education.
• Opportunity to work with global teams and in an environment that promotes innovation and collaboration.
• Our strong promotion from within culture draws a clear path to advance your career with us.