Director, Customer Success Management

Director, Customer Success Management About the Role We're looking for a Director of Customer Success Management to lead and grow our CSM team while carrying a book of strategic accounts. This is a working leadership role — not a hands-off one. As Director of CSM, you'll set the CSM operating motion as Kuali scales, define how we engage accounts at every tier, own GRR and NRR across the portfolio, and build the scalable systems (tech-touch, segmentation, health scoring) that let retention and expansion compound as we grow. This role is remote. Who are we? Kuali builds software solutions for higher education. We help our customers — colleges & universities — focus on providing a fantastic education to students by decreasing their administrative costs. We work in a competitive space, ripe for innovation, with users ready to be delighted. We are poised for high growth. Our Culture As a company, we are guided by our cultural values: Iterate to evolve Cultivate openness Act with accountability Assume the best Practice humility Deliver amazing experiences Drive Outcomes At Kuali, we learn from and teach each other, we practice transparency and empathy, we delight in delivering value to our customers, and we WIN! We’ve embraced distributed work for years—it’s part of who we are. Many of our employees work remotely across the U.S., from Massachusetts to Seattle, while others collaborate in person at our office locations. We’re intentional about creating a healthy, connected culture no matter where you work. What you’ll be responsible for Lead, coach, and develop a team of CSMs Carry a book of strategic accounts alongside the team Own GRR and NRR performance across the CSM portfolio — the team is accountable for delivering world-class retention and expansion at Kuali Build and own Kuali's tech-touch motion, including health scoring, renewal alerts, and automated engagement tracks Define account segmentation criteria and manage ongoing tier assignments as the portfolio evolves Grow the pool of referenceable customers across the portfolio Represent CS in cross-functional conversations with Product, Services, and Support on customer-impacting issues Surface portfolio-level intelligence to leadership, including trend signals, renewal risk, and expansion pipeline AI-Native Expectation We expect this role to operate with AI as a core tool, not a novelty. That means using AI to prepare for executive conversations, synthesize product feedback into actionable signals, draft and iterate on customer communications, and build CS automation that would previously have required dedicated ops support. We're not looking for someone who will learn to use AI eventually. We need someone who already works this way. About you You align with Kuali’s values: You model curiosity, openness, accountability, and a commitment to delivering amazing experiences. You’re a resourceful executor: You take broad vision, collaborate on strategic priorities, and own the steps required to make it real, from planning to hands-on implementation. You’re calm under pressure: You can handle shifting priorities, ambiguity, and fast-changing situations with resilience. You’re collaborative and influential: You build trust quickly and communicate clearly across all levels of the organization. You’re organized and detail-oriented: You can manage multiple projects at once without losing sight of the big picture. You thrive in remote environments: You know how to create alignment and connection across distributed teams. You roll up your sleeves: You’re comfortable being the ‘doer of last resort’ in a resource-constrained environment. You have a broad experience: You’ve independently led multi-disciplinary projects in resource-constrained environments where the buck stopped with you. Ideal candidates have experience with: 8+ years in customer success, with at least 4 years managing a CSM team in an enterprise B2B SaaS environment Owning a book of complex, multi-stakeholder enterprise accounts, ideally in higher education, government, or similarly compliance-oriented verticals Hands-on work with CS platforms — the ability to build, not just use them Building repeatable CS motions: segmentation, health scoring, QBR frameworks, and renewal playbooks Applying AI tools to day-to-day work: drafting, research, synthesis, meeting preparation, or workflow automation Operating in a multi-product environment where accounts hold different product combinations and require individualized approaches Perks The opportunity to work to together with smart, passionate people to build a high growth, highly profitable SaaS company Flexible remote work with no expectation of returning to an office setting A truly exceptional benefits package, including 100% company-paid medical and dental insurance 100% 401(k) matching up to 4% Paid Maternity/Parental leave Flexible PTO — no accrual limits, no ‘use it or lose it.’ Just work with your manager to make sure the team’s covered, and take the time you need to recharge. Encouragement and support for ongoing learning and skill development Recognition platform to celebrate contributions with meaningful incentives Company retreats to connect, recharge, and collaborate Kuali has been voted a top place to work for 9 years by the Salt Lake Tribune. In 2024 TIME Magazine honored us by naming Kuali to their list of the World’s Top EdTech Companies , ranking us #99 overall and #37 in the US. At Kuali, we value and respect individuals from all backgrounds, recognizing that a rich tapestry of experiences and perspectives fuels our success as a company and enriches our collective human experience.