Director of Consumer Success

Director, Consumer Success

Build the Future of Consumer Success at Paradigm

For more than 35 years, Paradigm has been a trusted leader in academic credential solutions, helping colleges and universities issue, protect, and verify paper and digital credentials. Millions of graduates and thousands of higher education professionals rely on our technology every day.

As Paradigm expands its direct-to-consumer transcript and credentialing services, we are investing in a new Consumer Success department dedicated to supporting students and graduates throughout their credential journey.

We are seeking an experienced Director of Consumer Success to build this department from the ground up.

This is a rare opportunity to build an entirely new Consumer Success department—designing the team, customer experience, operating model, technology, and performance standards that will support one of Paradigm's most important long-term growth initiatives.

The Opportunity

Reporting directly to the Chief Marketing Officer, you will design, build, and scale Paradigm's Consumer Success department supporting our growing direct-to-consumer transcript and credentialing services.

Working closely with executive leadership and partnering across our existing Client Relations, Sales, Marketing, Operations, Product Management, and Information Technology teams, you will establish the operating model, service standards, staffing strategy, technology platform, reporting structure, and performance metrics needed to support significant future growth.

If you are energized by building organizations, developing exceptional people, improving processes, creating outstanding customer experiences, and leading high-volume customer support operations, we'd like to meet you.

What You'll Own

Build a New Consumer Success Organization

• Recruit, develop, coach, and lead a high-performing Consumer Success team while creating a culture of accountability, ownership, collaboration, and continuous improvement.
• Design the organizational structure, staffing model, onboarding programs, service standards, workflows, KPIs, dashboards, and operating procedures required to support a rapidly growing business.
• Design and implement CRM processes, automation, reporting, operational technologies, and AI-enabled workflows that enable a highly scalable Consumer Success organization.
• Develop service level standards (SLAs), quality assurance programs, workforce planning strategies, and operational reporting to support a high-volume customer support environment.

Shape the Consumer Experience

• Develop the Consumer Success strategy supporting Paradigm's expanding transcript and credentialing services.
• Design scalable service models capable of supporting significant increases in customer volume while maintaining an exceptional customer experience.
• Develop customer engagement programs that increase satisfaction, loyalty, retention, advocacy, and long-term customer value.

Support Commercial Growth

• Partner with Sales and Marketing to strengthen customer relationships, increase retention, support revenue growth, encourage referrals, and accelerate adoption of future products and services.

Build for Scale

• Develop scalable systems, documentation, operational processes, reporting, dashboards, and technology that support long-term growth.
• Develop staffing models, workforce planning strategies, and operational capacity plans to ensure exceptional customer service during seasonal peaks and periods of rapid business growth.
• Monitor departmental KPIs and provide executive reporting that enables data-driven decision making.

Lead at the Executive Table

• Partner closely with Client Relations, Sales, Marketing, Operations, Product Management, Information Technology, and Executive Leadership to deliver a seamless customer experience.
• Represent Consumer Success during executive planning sessions and strategic growth initiatives.

What You'll Bring

Required Qualifications

• Bachelor's degree in Business, Marketing, Communications, Management, or a related discipline (or equivalent experience).
• 10+ years of progressive leadership experience in Consumer Success, Customer Success, Customer Support, Contact Center Operations,…