Director, Customer Success at Mainstay

| Boston, MA
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Are you an entrepreneurial, intellectually curious, and energetic customer success leader? Do you love working on new and exciting problems, driving large scale social impact, and helping solve unique scalability challenges? Mainstay is looking for a Director of Customer Success to own the strategic direction of the organization as well as guide, grow, & coach our high-performing customer success teams!

Who We Are

At Mainstay, we believe one conversation can spark a brighter future. Our Engagement Platform makes it easy for colleges and businesses to start and measure conversations that drive action at scale. From our rigorous research methods to our Behavioral Intelligence framework - everything we do is designed to help people take the next step toward achieving their goals.

The Director of Customer Success position is responsible for managing part of an existing organization of Customer Success Managers (CSMs) who are responsible for our Customers’ Journeys - from their onboarding experience to their renewals and from the most basic usage of our software and services to being a strategic partner.. This role will balance both setting the direction of the CSM team with the daily enablement and coaching of the organization. This is a leadership role within the organization which will report into the current head of Customer Success.

At Mainstay our customer happiness and success targets aren’t just a number to strive for; it is our driving focus.   The more partners we successfully implement and grow, the more students have access to the support they need to be successful through college and beyond. As such, in addition to fostering a healthy competitive spirit, we value authentic and kind leadership and strive to always be a deliberately developmental organization. We are seeking a leader who can balance both attracting new talent and empowering and growing our current team.

What You’ll Own

Strategic Direction

  • Lead the CSM organization responsible for the annual net recurring revenue number (NRR), NPS, and Customer Journey
  • Partner cross functionally with other leaders to define and find growth opportunities within the higher education market and beyond
  • Be a part of the leadership team helping make strategic decisions regarding the business and bringing them to the organization
  • Leverage your knowledge of the current state of customer values, needs, and goals to own, design, and modify a customer journey that matches

People Development and Success

  • Partner directly with CSMs on all aspects of people development and success 
  • Recruit, onboard, and train new employees into the CSM organization
  • Combine quantitative data and qualitative context (through call recordings, live monitoring, email review, etc.) to identify skill gaps and growth opportunities for the CSM organization
  • Build a team that is focused on constantly leveraging a growth mindset

What You’ll Have

  • 3+ years of management experience of a customer success team
  • Historical success as a front line CSM and as a leader of CSM’s managing enterprise and VIP level accounts
  • Higher Education experience - as a vendor or in an institution directly
  • Enablement or Consulting experience is a plus

Mainstay is committed to creating a company where all employees regardless of background can show up and feel they belong. This is an ongoing journey, and we welcome questions one here we’re at during your interview process. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or fitness level.

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Technology we use

  • Engineering
    • PythonLanguages
    • ReactLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases

What are Mainstay Perks + Benefits

Mainstay Benefits Overview

We have a great, comprehensive healthcare package, Flexible Time Off, paid parental leave, and more!

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
AdmitHub's 401(k) retirement plan contributes 3% of an employee's annual base salary, regardless of whether they make an contribution or not, with no vesting period for the contribution.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 10 weeks of parental leave for the primary caretaker and 6 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Our remote work program includes the opportunity for employees to be full-time remote for specific positions, and all employees are encouraged to work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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