Civitas Learning - Director of Customer Development
Requirements
• Master's degree or higher • 12+ years of professional work experience at an institution of higher education (university or college in the United States) or supporting colleges/universities in EdTech (or a combination of both) • Professional work experience serving in a leadership role at an institution of higher education in Student Success, Academic Affairs, Enrollment Management, Institutional Research, or Data Analysis • Demonstrated ability preparing and delivering formal executive business reviews to senior-level executives (AVP/VP/C-suite) • Demonstrated ability to influence and mentor team members, serving as a leader among peers • Confident challenging and leading customers; does not shy away from direct conversations; takes action to escalate concerns or risks to senior-level executives and key internal stakeholders at Civitas Learning • Demonstrated ability to design, deliver, and manage strategic services or managed programs for institutional customers • Problem-solver who is proactive rather than reactive in addressing customer needs • Ability to work effectively against timelines and manage a portfolio of 15–20+/- accounts simultaneously • Ability to travel (travel requirements - 25%) • Experience using Salesforce, Slack, Gong, Claude, and Google Suite (Gmail, Docs, Sheets, Slides) • Experience with change management, training design, or organizational development in a higher education context • Familiarity with accreditation standards (MSCHE, HLC, SACSCOC), Title IV reporting, or state performance-based funding models • What you'll get: • What you'll get: • Competitive salary • Full benefits (paid medical, dental, vision, 401k match) • 100% remote work environment with the ability to work from anywhere (availability during U.S. business hours required) • Unlimited, flexible PTO • Every other Friday off • Monthly stipend for home office, professional development, or wellness expenses • Generous parental leave policy • Inclusive reimbursement fund for reproductive health, adoption, or gender affirmation treatment • $110,000—$165,000 USD
Responsibilities
• Establish and Deepen Relationships: Cultivate and sustain high-trust relationships with C-Suite executives, including Presidents and Provosts. Maintain a strong executive presence while identifying key stakeholders and fostering customer champions. Serve as a strategic advisor who deeply understands institutional challenges at all levels. • Establish and Deepen Relationships: • Deliver Strategic Services: Lead and support the implementation and delivery of the Strategic Services portfolio (Managed Services), including the development and execution of comprehensive service delivery and change management plans at an institutional scale. • Deliver Strategic Services: • Drive Retention and Revenue Growth: Negotiate renewal contracts that maximize growth (upsells) and identify highly qualified cross-sell opportunities (Student Impact Platform expansions or adding services). Identify customers with strong success stories to inform references for RFPs, sales team needs, and conference speaking opportunities. • Drive Retention and Revenue Growth: • Own the Success Planning Process: Create and manage customer Success Plans that align directly to each institutions’ strategic goals and priorities. Clearly articulate and action opportunities to impact customer outcomes. Success Plan execution is measured by relationship health, maximized customer ROI, and successful contract renewal. • Own the Success Planning Process: • Mentor the Customer Development Team: Serve as a mentor and thought leader for the broader Customer Development team. Intervene or support at-risk accounts where needed. • Mentor the Customer Development Team: • Manage CRM Data and Account Intelligence: Manage and track KPIs and all contract data in Salesforce (SFDC) — including customer health metrics, meeting notes, renewal and cross-sell/upsell deals, ACV, and close dates. • Manage CRM Data and Account Intelligence:
Benefits
• Full benefits (paid medical, dental, vision, 401k match) • 100% remote work environment with the ability to work from anywhere (availability during U.S. business hours required) • Unlimited, flexible PTO • Every other Friday off • Monthly stipend for home office, professional development, or wellness expenses • Generous parental leave policy • Inclusive reimbursement fund for reproductive health, adoption, or gender affirmation treatment • $110,000—$165,000 USD
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