Director, Customer Success (West)

At Everway (formerly n2y/Texthelp), our goal is to lead the world in Neurotechnology software, helping transform the way we understand and are understood. 

We’re a global community of over 500 team members spanning seven countries, including the UK, USA, Norway, Denmark, Sweden, Australia, and New Zealand. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. A world where everyone can thrive.

We can only achieve our goals and continue to grow by having high performing people in our team, people who share our goals and are passionate about our mission. We pride ourselves on our core values that are embedded within our culture. These are to 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, Customer Success (West), you will lead and empower a regional team of strategic and dedicated Customer Success Managers (CSMs) supporting our customers across the U.S. West Coast. You will be responsible for ensuring the delivery of an exceptional customer experience that drives measurable value, retention, and growth.

This role will collaborate closely with other regional and functional directors including Scaled Success, East Region, and Customer Support to ensure consistency in our customer success processes, enablement, and overall strategy. The Director will manage both team performance and outcomes for their collective book of business, including renewals, retention, and CSQL (Customer Success Qualified Lead) generation goals.

You will act as a player-coach  balancing strategic leadership while guiding your team’s development, managing escalations, and fostering strong cross-functional alignment with Sales, Marketing, Product, and Professional Learning teams.

Main Responsibilities

• Lead, coach, and develop a high-performing team of regional CSMs supporting K–12 and higher education accounts across the West region.
• Drive consistent delivery of customer success motions including onboarding, adoption, renewal, and expansion aligned to global frameworks and KPIs.
• Partner with peer Directors (East, Scaled, and Support) to ensure alignment, standardization, and knowledge sharing across the Customer Operations organization.
• Own regional retention and CSQL goals, leveraging data and forecasting to drive accountability and business impact.
• Oversee customer health monitoring and risk mitigation across the regional book of business; manage escalations and high-visibility accounts to resolution.
• Partner cross-functionally with Sales, Marketing, Product, and Professional Learning to deliver cohesive customer journeys and ensure the voice of the customer informs product and GTM strategy.
• Champion adoption and expansion initiatives using insights from usage data, customer feedback, and success planning to identify growth opportunities.
• Support ongoing process improvement by contributing to playbook development, operational efficiency, and systems optimization (e.g., Gainsight, Salesforce).
• Foster a culture of collaboration, curiosity, and continuous improvement within your team and across Customer Operations.
• Model Everway’s leadership principles, empowering teams through trust, transparency and purpose-driven performance.

Essential Criteria

• 8+ years of experience in Customer Success, Account Management, or Customer Experience, with 3+ years in a leadership role managing teams in EdTech.
• Proven track record of leading high-performing  teams to meet or exceed retention and expansion goals.
• Demonstrated success in managing customer escalations and driving positive outcomes across complex accounts.
• Deep understanding of customer success methodologies, success planning, and customer health management.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Proficiency with customer success technologies such as Gainsight, Salesforce, ChurnZero, or Totango.
• Strong analytical and operational mindset, with the ability to leverage data for forecasting, decision-making, and performance improvement.

Desirable Criteria

• Experience working with K–12 public, charter, or higher education institutions across the U.S.
• Familiarity with universal design for learning (UDL), assistive technology, or accessibility best practices.
• Experience collaborating with Product and Marketing teams to build customer-facing resources, playbooks, or campaigns.
• Bachelor’s degree in Education, Business, or a related field; advanced degree preferred.
• Experience leading through growth, transformation, or M&A integration is a plus

Please Submit your application by Friday 24th October 2025.

Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits. We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter.  Ready to make an impact? Apply today and be part of a company that invests in your success!

We are committed to providing a Drug-Free Workplace for all employees.

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.

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