Director, VSL Customer Success

Job Location: US, Remote. Candidate must work and reside within the US. Job Overview: Voyager Sopris Learning is seeking a strategic and results-oriented Director of Customer Success to drive the strategy and execution of a unified customer experience across onboarding, implementation, and long-term success. This role is accountable for ensuring districts achieve effective adoption, sustained engagement, and measurable impact on student outcomes. This leader will bring together customer success, professional learning, and product enablement into a cohesive strategy that supports both customers and internal teams. The role requires a deep understanding of K–12 environments, the ability to translate customer needs into scalable solutions, and the leadership to drive alignment across the organization. The ideal candidate will: Bring a deep understanding of K–12 education environments, with the ability to connect classroom realities to district-level priorities and decision-making Demonstrate a strong balance of strategic thinking and hands-on execution, with a proven ability to lead initiatives from concept through implementation Be highly skilled in building trust and long-term partnerships with district leaders, administrators, and educators Have a proven background in professional learning and implementation, with the ability to translate training into measurable outcomes Leverage data, customer insights, and usage trends to inform decisions, improve performance, and drive customer success outcomes Operate with a customer-first mindset while aligning efforts to organizational goals, including retention, expansion, and overall customer value Be an effective cross-functional leader, capable of influencing Sales, Product, Marketing, and Research through clear communication and actionable insights Demonstrate effective ownership and accountability, with the ability to navigate complex challenges and drive solutions in dynamic environments Manage with a continuous improvement mindset, identifying opportunities to enhance processes, systems, and the overall customer experience The Director will be responsible for shaping and sustaining long-term customer success strategies, ensuring alignment with district initiatives, funding considerations, and instructional priorities, while driving continuous improvement across the customer journey. Job Responsibilities: Leadership & Team Development Lead, manage, coach, and develop a high-performing team of Customer Success Managers, Professional Learning Facilitators, a Product Enablement & Analytics Manager, and contractors Provide hands-on mentorship grounded in real-world implementation, educator training, and customer engagement experience Foster a culture of accountability, ownership, and continuous improvement, aligning team priorities to organizational goals, customer outcomes, and measurable performance metrics. Conduct performance reviews, support career progression, and build excellent team morale Customer Success Strategy & Execution Own and optimize the end-to-end customer lifecycle, including onboarding, implementation, adoption, expansion, and retention Serve as a strategic advisor for high-value district and state-level accounts, bringing deep understanding of K–12 instructional environments Design, implement, and scale customer success playbooks grounded in proven implementation and training practices Establish and monitor customer health metrics (usage, engagement, time on task, satisfaction, retention) to drive actionable insights and outcomes Proactively identify churn risks and lead data-informed mitigation and recovery strategies Translate classroom, school, and district-level needs into scalable, repeatable customer success strategies Drive retention, renewal, and expansion outcomes by aligning customer success strategies to business and district priorities Customer Support & Service Delivery Drive the strategy and continuous improvement of customer support operations, ensuring timely, high-quality resolution of customer issues Establish service standard and escalation frameworks to drive accountability and customer satisfaction Define and monitor support performance metrics (response time, resolution time, satisfaction) Partner with Product and Engineering to identify root causes of support trends and drive long-term improvements Integrate support insights into Customer Success and Training strategies to proactively reduce customer friction Cross-Functional Collaboration Partner closely with Sales to shape pre-sales strategy for strategic accounts ensuring alignment between customer expectations, implementation readiness, and long-term success Collaborate with Product Management to provide field-driven insights that inform product enhancements and roadmap priorities Work with Marketing to align messaging, campaigns, and customer engagement strategies Own Customer Health and Journey strategy, including defining success metrics, monitoring performance, and driving continuous improvement in partnership with Research Coordinate with internal teams (Finance, Operations, etc. It creates a culture in which all employees are valued and where success is measured in results. It allows us to work collaboratively, inclusively and for greater positive impact, regardless of our individual locations. If you will be working remotely, either occasionally or on a permanent basis, you must have a reliable internet connection through a cable or fiber-optic broadband service with minimum speeds of 10 Mbps download and 5 Mbps upload. The successful candidate will be expected to actively participate in video-based interviews during the recruiting process and ongoing virtual meetings with their camera on, as part of their role. To maintain confidentiality and ensure a fair evaluation process, the use of note-taking tools, reference materials, or AI-powered tools (including generative AI, language models, or similar technologies) during interviews or other selection activities is prohibited unless prior written approval has been obtained from the People Experience team. If you require an exception for medical, accessibility, or other reasons, please contact your Talent Acquisition team member to discuss accommodations in advance. As part of our Remote-First benefits, Cambium offers reimbursement to help cover the cost of setting up your home or remote office. An Equal Opportunity Employer We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex (including pregnancy, gender, gender identity/expression, or sexual orientation), national origin, protected veteran status, disability, or genetic information (including family medical history). We will provide reasonable accommodations for qualified individuals with disabilities. You may request an accommodation during the recruiting process with your Talent Acquisition team member. Cambium Learning® Group is the education essentials company. With an intentionally curated portfolio of respected global brands, Cambium serves as a leader in the education space, helping millions of educators and students feel more universally valued each and every day. Certainty - We continually strive to eliminate doubt, delivering solutions, services and communications that our customers know they can count on. Now - We understand the need to make a difference not only for the future, but for today, and our people are committed to making the most of each moment we spend serving our customers.