Director of Customer Development

Civitas Learning is looking for a highly professional and confident individual to join our Customer Development team. As a Director of Customer Development you will identify solutions for the team's critical needs and lead high-impact projects. You'll manage strategic accounts while serving as a mentor, thought leader, and escalation point for the Customer Development team. You will be expected to stay current on the latest trends, best practices, challenges, and regulatory developments in higher education and apply this knowledge to proactively advise customers and inform internal strategy.

While not in sales, the role is responsible for account growth and must effectively articulate Civitas Learning's value, including Strategic Services. You will collaborate internally to manage the customer experience, guide adoption, increase engagement, and maximize ROI through Civitas capabilities.

What you will do as a Director of Customer Development:

Establish and Deepen Relationships: Cultivate and sustain high-trust relationships with C-Suite executives, including Presidents and Provosts. Maintain a strong executive presence while identifying key stakeholders and fostering customer champions. Serve as a strategic advisor who deeply understands institutional challenges at all levels.

Deliver Strategic Services: Lead and support the implementation and delivery of the Strategic Services portfolio (Managed Services), including the development and execution of comprehensive service delivery and change management plans at an institutional scale.

Drive Retention and Revenue Growth: Negotiate renewal contracts that maximize growth (upsells) and identify highly qualified cross-sell opportunities (Student Impact Platform expansions or adding services). Identify customers with strong success stories to inform references for RFPs, sales team needs, and conference speaking opportunities.

Own the Success Planning Process: Create and manage customer Success Plans that align directly to each institutions’ strategic goals and priorities. Clearly articulate and action opportunities to impact customer outcomes. Success Plan execution is measured by relationship health, maximized customer ROI, and successful contract renewal.

Mentor the Customer Development Team: Serve as a mentor and thought leader for the broader Customer Development team. Intervene or support at-risk accounts where needed.

Manage CRM Data and Account Intelligence: Manage and track KPIs and all contract data in Salesforce (SFDC) — including customer health metrics, meeting notes, renewal and cross-sell/upsell deals, ACV, and close dates.

What we are looking for:

Required Qualifications:

• Master's degree or higher
• 12+ years of professional work experience at an institution of higher education (university or college in the United States) or supporting colleges/universities in EdTech (or a combination of both)
• Professional work experience serving in a leadership role at an institution of higher education in Student Success, Academic Affairs, Enrollment Management, Institutional Research, or Data Analysis
• Demonstrated ability preparing and delivering formal executive business reviews to senior-level executives (AVP/VP/C-suite)
• Demonstrated ability to influence and mentor team members, serving as a leader among peers
• Confident challenging and leading customers; does not shy away from direct conversations; takes action to escalate concerns or risks to senior-level executives and key internal stakeholders at Civitas Learning
• Demonstrated ability to design, deliver, and manage strategic services or managed programs for institutional customers
• Problem-solver who is proactive rather than reactive in addressing customer needs
• Ability to work effectively against timelines and manage a portfolio of 15–20+/- accounts simultaneously
• Ability to travel (travel requirements - 25%)

Preferred Qualifications

• Experience using Salesforce, Slack, Gong, Claude, and Google Suite (Gmail, Docs, Sheets, Slides)
• Experience with change management, training design, or organizational development in a higher education context
• Familiarity with accreditation standards (MSCHE, HLC, SACSCOC), Title IV reporting, or state performance-based funding models

What you'll get:

• Competitive salary
• Full benefits (paid medical, dental, vision, 401k match)
• 100% remote work environment with the ability to work from anywhere (availability during U.S. business hours required)
• Unlimited, flexible PTO
• Every other Friday off
• Monthly stipend for home office, professional development, or wellness expenses
• Generous parental leave policy
• Inclusive reimbursement fund for reproductive health, adoption, or gender affirmation treatment