Director of Customer Success

Just Right Reader is a forward-thinking curriculum provider committed to advancing literacy for students from Birth through 12th Grade. Our comprehensive resources are designed to support all learners, including upper-grade students requiring additional intervention to develop foundational skills. Grounded in the Science of Reading, our high-quality materials and tools equip educators with the support they need to accelerate achievement and foster lifelong readers.

We are looking for an experienced Director of Customer Success to build and lead a strong Customer Success function at Just Right Reader. This is a foundational leadership role for someone who understands what great Customer Success looks like and can translate that experience into a practical, scalable operating model for our company.

Most of our Customer Success team members come from education backgrounds - they are former teachers, instructional coaches, and school leaders who bring deep credibility and authentic relationships in the districts we serve. They understand our mission and our customers deeply, but many are still developing their customer success instincts, pipeline discipline, and closing skills.

The Director of Customer Success will take a talented, mission-aligned team and systematically develop them into confident, capable, and increasingly independent team members - without losing what makes them exceptional with educators.

The Director will own the customer journey from onboarding and implementation through adoption, impact, and renewal, while establishing the systems needed to deliver a consistently excellent customer experience. They will build and lead the Customer Success team, recruit and develop talent, and establish the metrics and operating rhythms needed to identify customer risk and opportunity early. The Director will work closely with Sales, Product, Professional Development, Operations, and company leadership to ensure the organization is aligned around customer needs, outcomes, and retention.

The ideal candidate brings significant Customer Success leadership experience, strong people-management skills, and the judgment and gravitas to build a function in an environment where many of the processes and practices are still being defined.

• Own the Customer Success strategy and operating model with a singular focus on retention
  . Renewals are the lifeblood of our business, and every aspect of how we onboard, implement, support, and engage customers should be designed to earn the next year's commitment.
• Establish a clear, end-to-end approach to the customer lifecycle - onboarding, implementation, adoption, impact, renewal, and expansion - where each stage is explicitly designed to build the trust, outcomes, and relationships that make renewal a natural conclusion rather than a last-minute conversation.
• Define and implement Customer Success best practices, standards, processes, and operating rhythms that keep renewal health visible and actionable at every stage of the customer journey - not just at contract time.
• Establish clear roles, responsibilities, and handoffs across the customer lifecycle so no customer falls through the cracks between teams and renewal risk is identified and addressed early.
• Build a scalable model that balances high-quality customer relationships with efficient operations as the customer base grows without sacrificing the depth of partnership that drives long-term retention.

• Establish standards for implementation quality, customer engagement, adoption, impact measurement, and renewal readiness.
• Create clear frameworks for account segmentation, customer health, risk identification, and escalation.
• Own the approach to retention and renewal forecasting, with processes that identify risks well before renewal dates.
• Partner with Sales to create strong transitions from new business through implementation and position successful customers for renewal and expansion.
• Stay close to important customers and customer patterns to understand needs and continuously improve the customer experience.

• Build, recruit, and lead a high-performing Customer Success team, establishing the structure and capabilities needed as the customer base grows.
• Hire, onboard, coach, and develop team members, setting clear expectations for performance and professional growth.
• Establish team goals, performance…