Senior Director of Customer Success

About the role

Customer Success organization at JoVE, the world‑leading producer of video solutions for scientific research and education, drives customer retention, product adoption, and expansion. The Senior Director leads a global team of 40+ managers and specialists, builds processes, KPIs, and automation to achieve >95% renewal rates, and partners with Sales, Marketing, Product, and Operations. Remote, India, remote work model, relocation assistance available.

What you’ll do

• Lead and develop a global Customer Success team of 40+ across regions
• Own global renewal performance targeting >95% renewal rate
• Build processes, KPIs, dashboards, and workflows for predictable outcomes
• Drive user adoption and high‑quality course integrations
• Develop scalable programs to increase engagement and product usage
• Identify journey improvements via automation, segmentation, AI, and data
• Partner with Sales, Marketing, Product, and Revenue Operations
• Coach managers and develop future leaders

What you’ll bring

• 10+ years in Customer Success or related leadership
• 5+ years managing teams of 20+
• Proven success leading global SaaS/EdTech/customer success orgs
• Track record improving renewal rates and driving expansion
• Strong commercial mindset with retention and growth metrics
• Ability to build high‑performance culture through coaching and accountability
• Deep knowledge of customer health, adoption, and lifecycle management
• Experience with Salesforce and Hubspot preferred

Benefits

• Competitive compensation package
• Fully remote work
• Direct impact on accelerating science research and education
• Collaboration with global teams in an innovative environment
• Clear promotion path and career advancement