Everway

Compensation

Full Description

Job Description: • Lead, coach, and develop a high-performing team of regional CSMs supporting K–12 and higher education accounts across the West region. • Drive consistent delivery of customer success motions including onboarding, adoption, renewal, and expansion aligned to global frameworks and KPIs. • Partner with peer Directors (East, Scaled, and Support) to ensure alignment, standardization, and knowledge sharing across the Customer Operations organization. • Own regional retention and CSQL goals, leveraging data and forecasting to drive accountability and business impact. • Oversee customer health monitoring and risk mitigation across the regional book of business; manage escalations and high-visibility accounts to resolution. • Partner cross-functionally with Sales, Marketing, Product, and Professional Learning to deliver cohesive customer journeys and ensure the voice of the customer informs product and GTM strategy. • Champion adoption and expansion initiatives using insights from usage data, customer feedback, and success planning to identify growth opportunities. • Support ongoing process improvement by contributing to playbook development, operational efficiency, and systems optimization (e.g., Gainsight, Salesforce). • Foster a culture of collaboration, curiosity, and continuous improvement within your team and across Customer Operations. • Model Everway’s leadership principles, empowering teams through trust, transparency and purpose-driven performance. Requirements: • 8+ years of experience in Customer Success, Account Management, or Customer Experience, with 3+ years in a leadership role managing teams in EdTech. • Proven track record of leading high-performing teams to meet or exceed retention and expansion goals. • Demonstrated success in managing customer escalations and driving positive outcomes across complex accounts. • Deep understanding of customer success methodologies, success planning, and customer health management. • Excellent communication, leadership, and cross-functional collaboration skills. • Proficiency with customer success technologies such as Gainsight, Salesforce, ChurnZero, or Totango. • Strong analytical and operational mindset, with the ability to leverage data for forecasting, decision-making, and performance improvement. Benefits: • Competitive salary with bonus opportunities • Flexible work schedules • Comprehensive health and wellness benefits • Flexible time off plans • Career growth through development programs • Collaborative, innovative culture