Director of Customer Success

At Mongoose, we believe every conversation matters.

We're on a mission to change lives by making conversation intelligence accessible to all in higher education. Our purpose? To move people forward. Whether it's helping a student navigate their first semester, connecting alumni with meaningful opportunities, or ensuring parents feel informed and supported—our AI-enabled platform drives compliant, empathetic, and impactful conversations that build trust and foster success campus-wide.

We know that conversations aren't just a feature—they're the foundation of connection. That's why we focus on delivering insights, relevance, empathy, scale, and trust in everything we do. At Mongoose, we're transforming communication in higher ed because we believe reputation is a mutual responsibility, and the right insights fuel measurable outcomes.

Join us and be part of a team that's making a real difference in education—one conversation at a time.

As the Director of Customer Success & Growth, you'll lead the strategy and execution that shape the entire post-sale customer experience—from onboarding and adoption to renewal and expansion. You'll drive the operating model, coaching systems, and cross-functional alignment that ensure customers realize value quickly, remain healthy and engaged, and grow with us year over year. In this role, you'll play a critical part in protecting gross retention, accelerating net revenue retention, and creating a predictable rhythm of outcomes across the customer lifecycle.

This role sits at the intersection of Revenue, Product, Marketing, and RevOps, serving as the connective tissue that ensures every customer understands our value, every handoff is clean, and every expansion opportunity is identified and acted on with discipline. Over time, you'll scale this function into a unified growth engine—deepening customer insights, strengthening our team's coaching and performance, and elevating how we deliver value and outcomes to institutions across higher ed.

What You'll Do:

• Lead the Post-Sale Operating Model:
  Build and scale a consistent, predictable operating rhythm across onboarding, adoption, renewal, and expansion. You'll define lifecycle stages, exit criteria, health signals, and playbooks that give the team clarity, focus, and repeatability
• Own Retention & Expansion Outcomes:
  Build and operationalize a clear expansion strategy that turns customer value into revenue growth. You'll define how the organization identifies expansion signals, sizes opportunities, qualifies commercial handoff, and executes renewals and upsell plays. Through strong coaching and disciplined inspection, you'll protect gross retention and deliver consistent, segment-level NRR performance
• Elevate Customer Onboarding & Adoption:
  Ensure customers realize value quickly through a structured, outcomes-focused onboarding motion. You'll strengthen success planning, usage improvement strategies, and adoption plays that deepen product engagement and health
• Provide Leadership Across CS & AM Functions:
  Offer strategic and operational leadership across Customer Success and Account Management, working through managers and team leads to elevate performance, coaching, accountability, and customer outcomes
• Run the Post-Sale Inspection Cadence:
  Evaluate existing strategy for QBRs, health reviews, renewal/expansion forecast calls, and performance inspections to ensure they  create visibility, remove blockers, and drive proactive decision-making
• Develop a High-Performing Team:
  Coach and enable the post-sale organization to consistently deliver value. You'll strengthen capability across onboarding, adoption, commercial execution, and client relationship management
• Partner Across Revenue, Product, Marketing, and RevOps:
  Serve as the connective tissue that aligns teams around a unified customer journey. You'll bring customer insights into roadmap decisions, lifecycle communications, and forecasting
• Own Executive-Level Customer Engagement:
  Act as a senior escalation point for high-impact or at-risk accounts, strengthening alignment with institutional leaders and ensuring customers understand the value Mongoose delivers
• Forecast Retention & Expansion with Precision:
  Partner with Revenue Leadership and RevOps to forecast renewal and expansion performance, diagnose gaps, and ensure predictable outcomes across segments
• Champion the Voice of the Customer:
  Surface insights that inform product expansion opportunities, marketing narratives, customer advocacy, and strategic planning—ensuring every decision reflects what customers need to be successful

What You'll Bring to the Table:

• Deep Post-Sale Leadership Experience:
  You bring meaningful experience leading Customer Success organizations in B2B SaaS, with hands-on ownership of onboarding, adoption, renewal, and expansion motions. A demonstrated track record of owning GRR and NRR outcomes with clear, measurable improvements at scale
• Strength in Building Operating Models:
  You know how to design and scale the systems, playbooks, lifecycle stages, health scoring, and inspection rhythms that bring clarity, consistency, and predictability to a post-sale organization
• Commercial Acumen & Expansion Mindset:
  You understand how to translate customer value into renewal stability and expansion opportunity. You can size, qualify, and sequence expansions, and you know how to coach teams to execute them with discipline
• Leadership Through Managers & Team Leads:
  You've developed leaders and high-performing teams by creating role clarity, building coaching systems, and elevating performance through accountability, empowerment, and clear expectations
• Data-Driven Decision Making:
  You're comfortable diagnosing gaps through metrics and dashboards, using KPIs, forecasting, and coverage models to guide decisions—and ensuring your team acts on insights, not anecdotes
• Executive Presence & Customer Credibility:
  You can step into complex situations with senior stakeholders, manage escalations with steadiness, and reinforce value in a way that builds trust, alignment, and confidence
• Cross-Functional Collaboration:
  You work naturally across Revenue, Product, Marketing, Finance, and RevOps to create a unified customer journey, shared success metrics, and cohesive execution across the full lifecycle
• Ability to Navigate Complex Environments:
  You thrive in multi-stakeholder settings—like higher education or similarly complex industries—where value must be tailored, proven, and reinforced across diverse personas and decision makers
• A Builder's Mindset:
  You enjoy bringing structure to evolving environments. You balance empathy and accountability, and you know how to create clarity, raise the bar, and scale systems as the team and business grow

We Offer:

• Comprehensive medical, dental, and vision coverage
• 401K with company match: 100% of the 1st 3% and 50% of the next 2%
• Flexible PTO
• Competitive Leave Policies
• 13 paid holidays, plus a week off between Christmas and New Year's
• Eligible for up to a 10% annual bonus based on company and individual performance

At Mongoose, we believe that diversity drives innovation, and inclusion builds stronger teams. We are proud to be an equal opportunity employer and are committed to creating a workplace where everyone feels valued and empowered. We welcome applicants of all backgrounds, experiences, and perspectives, and we do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic. If you need accommodations during the application process, please let us know—we're here to help.

$115-225K Annual OTE [$115-125K Annual Base + $100K Variable]