Director of Customer Success and Support

Director of Customer Success and Support

As Director of Customer Success and Support, you'll be the champion of our customer experience, leading a team dedicated to driving adoption, maximizing retention, and ensuring our clients have an amazing experience with Coursedog. This is a highly visible player-coach role with significant impact on our company's growth. You'll be working closely with Sales, Product, and Engineering to ensure a seamless and delightful customer journey. Ready to help us build an amazing customer experience at Coursedog? Join us in shaping the future of higher education technology. Let's create an exceptional customer experience together.

Key Responsibilities

• Lead and Develop a High-Performing Team : Build, mentor, and motivate a team of customer success managers and support specialists. This includes setting clear goals, providing ongoing training, and fostering a culture of excellence.
• Drive Customer Adoption and Retention : Develop and implement strategies to maximize product usage and ensure high customer retention rates. This includes proactive outreach, onboarding programs, and ongoing engagement initiatives.
• Own the Customer Experience : Establish and maintain a world-class customer experience across all touchpoints of the customer journey. This involves developing service level agreements (SLAs), monitoring key performance indicators (KPIs), and proactively addressing customer issues.
• Collaborate Cross-Functionally : Work closely with Sales, Product, and Engineering to ensure a seamless customer journey. This includes providing valuable customer feedback to inform product development and sales strategies.
• Strategic Planning & Reporting : Develop and execute the overall customer success and support strategy. This includes setting budgets, forecasting, and reporting on key metrics to senior management.

Skills Knowledge and Expertise

Working at Coursedog

Healthcare, Dental & Vision We follow a fixed contribution model to ensure equity and transparency. Each employee receives the same annual dollar amount to allocate toward their medical, dental, and vision coverage. This empowers you to select the plan that best meets your needs whether it's a base-level plan or a more comprehensive option.

Depending on the selected coverage level, the company covers :

We proudly partner with Aetna and Guardian, and offer access to best-in-class wellness perks including :

We also support pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

Retirement Planning To support long-term financial health, we offer a 401(k) plan from day one of employment. Beginning January 1, 2026, we'll provide a 4% employer match on your annual salary (subject to federal limits) for employees contributing to a tax-advantaged retirement account.

Paid Time Off We trust our employees to manage their time responsibly. That's why we offer an unlimited Paid Time Off policy because flexibility and balance are critical for sustained excellence and personal well-being.

Remote-First Since Inception We were built for distributed work. Our culture emphasizes flexibility over rigidity, outcomes over hours, and transparency over gatekeeping. We are committed to being a remote-first organization indefinitely, empowering you to work where and how you thrive best.

Equity As a valued contributor to our collective success, you'll participate in the upside. All employees are granted equity in the company, with vesting aligned to your role and tenure. Equity grants are reviewed and adjusted with promotions to reflect your evolving impact.

Paid Parental Leave We proudly support working parents with industry-leading benefits.

This time is fully paid and available to all eligible employees regardless of gender or family structure.

About Coursedog

Our mission is to break down barriers to opportunity for students. Coursedog provides higher ed with modern technology solutions empowering institutions, students, and communities across the globe. Coursedog's founding story is rooted in the desire to help students achieve their highest goals. In 2018, Coursedog's co-founders and then college students, Justin Wenig and Nick Diao, were frustrated by how difficult it was to get into the classes they needed to graduate on time. After speaking with higher education provosts and registrars to better understand how academic scheduling works, they came away with a vision that permeates the company today.

Coursedog has raised $113M total capital as a remote-first, hyper-growth startup currently backed by JMI Equity, and with past investments from YC and First Round Capital. We were recently ranked in Forbes top 500 US startup employers and our employee engagement scores rank in the top 5% of tech companies.