n2y
Overview
Join to apply for the
Director, Customer Success
role at
n2y
(Everway,formerly n2y/Texthelp). Our goal is to lead the world in Neurotechnology software, transforming how we understand and are understood. We are a global team of over 500 across seven countries, dedicated to recognizing and valuing individual differences so everyone can thrive. We pride ourselves on our core values: be curious, have courage, and commit fully. Join us at Everway—together, we can unlock the full potential of every mind. About the Role As the Director of Customer Success, you will lead the strategy, operations, and innovation behind how Everway supports and engages thousands of education customers in a pooled, one-to-many, and just-in-time model. You will drive proactive, data-informed success programming that enhances customer value, adoption, and retention across the long tail of our K–12, Higher Ed, and State-level accounts in North America. You will work closely with CS leadership, Product, Marketing, and Sales to ensure high-scale engagements (digital campaigns, success plans, just-in-time nudges, webinars) are customer-centric and aligned to our broader GTM strategy. You will also lead a team of pooled success managers and/or program managers, building systems and processes that scale with our customer base.
Main Responsibilities
Design and execute the scaled customer success strategy across North America
Educate and support thousands of active accounts through digital, pooled, and tech-touch engagement
Lead, coach, and develop a high-performing team responsible for proactive outreach, usage enablement, success planning, and risk mitigation in a pooled delivery model
Build and optimize standardized workflows, playbooks, and risk intervention models that improve consistency, reduce friction, and support scale
Partner cross-functionally with Marketing, Product, Enablement, and CS leadership to deliver integrated customer journeys, onboarding programs, and engagement campaigns that drive adoption and retention
Own the strategy for usage stimulation, segmentation, and just-in-time digital touchpoints—ensuring every customer receives the right level of engagement at the right moment
Leverage data, customer feedback, and cross-functional input to design and continuously improve scalable success programs, customer lifecycle experiences, retention programs, and programs that unlock expansion for CSMs
Drive operational excellence through automation/AI, streamlined systems (e.g., Gainsight, Salesforce, Pendo), and tooling enhancements that increase CSM productivity and customer value; ensure proper tool adoption and process documentation
Champion a culture of experimentation and shared learning—modeling scalable practices and supporting peer enablement through documentation, training, and coaching resources
Monitor key KPIs including retention, health scores, verified outcomes, and engagement volume; use leading indicators to drive accountability and forecast business impact
Act as a customer advocate in internal forums, surfacing systemic opportunities to improve product experience and long-term value
Essential Criteria
8+ years in Customer Success, Account Management, or Customer Marketing
3+ years in a leadership role, ideally in SaaS or EdTech
Demonstrated experience building or leading scaled or tech-touch CS programs (email automation, onboarding journeys, webinars, digital success planning, etc.)
Strong strategic and operational acumen with ability to build for scale, optimize customer journeys, and align systems and teams around measurable outcomes
Skilled in CS technology platforms such as Gainsight, Salesforce, ChurnZero, HubSpot, or Totango
Exceptional communicator and cross-functional collaborator, especially with Product, Marketing, and Sales
Proven ability to use data and customer feedback to design and iterate on programs that drive business impact
Desirable Criteria
Knowledge of the North American education market, including K–12 public, charter, and/or higher education institutions
Experience designing or overseeing customer communications, webinars, or scaled learning experiences
Familiarity with universal design for learning (UDL), assistive technology, or accessibility best practices
Background working within a pooled/scaled CSM team, digital success program, or shared inbox support model
Bachelor's degree or equivalent in Education, Business, or a related field. Advanced degree a plus
Application and Benefits Please submit your application by Friday 24th October 2025. We offer a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits, including flexible time off plans and career growth through development programs. We foster a collaborative, innovative culture where your ideas matter and your success is supported.
We are committed to a Drug-Free Workplace. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
You can view our Recruitment and Selection Policy here. Please click the link for our Privacy Notice.
Details
Seniority level: Director
Employment type: Full-time
Job function: Other
Industries: E-Learning Providers
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Join to apply for the
Director, Customer Success
role at
n2y
(Everway,formerly n2y/Texthelp). Our goal is to lead the world in Neurotechnology software, transforming how we understand and are understood. We are a global team of over 500 across seven countries, dedicated to recognizing and valuing individual differences so everyone can thrive. We pride ourselves on our core values: be curious, have courage, and commit fully. Join us at Everway—together, we can unlock the full potential of every mind. About the Role As the Director of Customer Success, you will lead the strategy, operations, and innovation behind how Everway supports and engages thousands of education customers in a pooled, one-to-many, and just-in-time model. You will drive proactive, data-informed success programming that enhances customer value, adoption, and retention across the long tail of our K–12, Higher Ed, and State-level accounts in North America. You will work closely with CS leadership, Product, Marketing, and Sales to ensure high-scale engagements (digital campaigns, success plans, just-in-time nudges, webinars) are customer-centric and aligned to our broader GTM strategy. You will also lead a team of pooled success managers and/or program managers, building systems and processes that scale with our customer base.
Main Responsibilities
Design and execute the scaled customer success strategy across North America
Educate and support thousands of active accounts through digital, pooled, and tech-touch engagement
Lead, coach, and develop a high-performing team responsible for proactive outreach, usage enablement, success planning, and risk mitigation in a pooled delivery model
Build and optimize standardized workflows, playbooks, and risk intervention models that improve consistency, reduce friction, and support scale
Partner cross-functionally with Marketing, Product, Enablement, and CS leadership to deliver integrated customer journeys, onboarding programs, and engagement campaigns that drive adoption and retention
Own the strategy for usage stimulation, segmentation, and just-in-time digital touchpoints—ensuring every customer receives the right level of engagement at the right moment
Leverage data, customer feedback, and cross-functional input to design and continuously improve scalable success programs, customer lifecycle experiences, retention programs, and programs that unlock expansion for CSMs
Drive operational excellence through automation/AI, streamlined systems (e.g., Gainsight, Salesforce, Pendo), and tooling enhancements that increase CSM productivity and customer value; ensure proper tool adoption and process documentation
Champion a culture of experimentation and shared learning—modeling scalable practices and supporting peer enablement through documentation, training, and coaching resources
Monitor key KPIs including retention, health scores, verified outcomes, and engagement volume; use leading indicators to drive accountability and forecast business impact
Act as a customer advocate in internal forums, surfacing systemic opportunities to improve product experience and long-term value
Essential Criteria
8+ years in Customer Success, Account Management, or Customer Marketing
3+ years in a leadership role, ideally in SaaS or EdTech
Demonstrated experience building or leading scaled or tech-touch CS programs (email automation, onboarding journeys, webinars, digital success planning, etc.)
Strong strategic and operational acumen with ability to build for scale, optimize customer journeys, and align systems and teams around measurable outcomes
Skilled in CS technology platforms such as Gainsight, Salesforce, ChurnZero, HubSpot, or Totango
Exceptional communicator and cross-functional collaborator, especially with Product, Marketing, and Sales
Proven ability to use data and customer feedback to design and iterate on programs that drive business impact
Desirable Criteria
Knowledge of the North American education market, including K–12 public, charter, and/or higher education institutions
Experience designing or overseeing customer communications, webinars, or scaled learning experiences
Familiarity with universal design for learning (UDL), assistive technology, or accessibility best practices
Background working within a pooled/scaled CSM team, digital success program, or shared inbox support model
Bachelor's degree or equivalent in Education, Business, or a related field. Advanced degree a plus
Application and Benefits Please submit your application by Friday 24th October 2025. We offer a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits, including flexible time off plans and career growth through development programs. We foster a collaborative, innovative culture where your ideas matter and your success is supported.
We are committed to a Drug-Free Workplace. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
You can view our Recruitment and Selection Policy here. Please click the link for our Privacy Notice.
Details
Seniority level: Director
Employment type: Full-time
Job function: Other
Industries: E-Learning Providers
Referrals increase your chances of interviewing at n2y. Get notified about new Director of Customer Success jobs in Huron, OH.
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr