Senior Customer Retention Jobs in Silver Spring, MD

Who We Are:
HelioCampus was founded with the purpose of helping college & university leaders navigate today’s growing pressures. As one of EdTech’s most steadily growing companies, our roots in higher ed ground us in the critical nature of this work.

What We Do:
We help our clients navigate today’s high stakes with data and Institutional Performance Management practices. Together with our clients, we chart a path to sustainability by borrowing practices from the most successful businesses.

How We Do It:
We approach our work with a “we’re on it” attitude that the higher ed community has come to know and expect from our team. We’re data geeks to our core, committed to simplifying the toughest challenges and operating with transparency. Our most successful team members are change agents who love a challenge.

How You'll Help:
The VP of Client Success will be responsible for leading and managing the client success team to ensure the successful adoption, retention, and expansion of our company's products and services by our clients. You will play a crucial role in building strong relationships with clients, understanding their needs, and working cross-functionally to drive customer satisfaction and long-term success. This position requires a strategic mindset, exceptional leadership skills, and a deep understanding of customer success principles.

What You Will Do:

• Team Leadership:

  • Lead, mentor, and motivate the client success team, fostering a culture of excellence, collaboration, and continuous improvement.

  • Set clear performance expectations, objectives, and key results (OKRs) for team members, regularly assessing and providing feedback on their performance.

  • Ensure the team is equipped with the necessary tools, resources, and training to deliver outstanding customer experiences.

• Customer Success Strategy:

  • Develop and implement a comprehensive customer success strategy that drives impact for clients and aligns with the company's overall goals and objectives.

  • Identify opportunities to improve customer satisfaction, retention, and expansion by analyzing customer data, trends, and feedback.

• Client Relationship Management:

  • Build and maintain strong relationships with key clients, acting as their advocate within the company and ensuring their needs are met.

  • Proactively engage with clients to understand their business objectives, challenges, and opportunities, providing strategic guidance and support.

• Customer Onboarding and Adoption:

  • Oversee the onboarding process for new clients, ensuring a smooth and efficient transition to using our products and services.

  • Collaborate with cross-functional teams, including sales and product development, to drive product adoption and customer success.

• Customer Retention and Expansion:

  • Develop and execute initiatives to drive customer retention, reduce churn, and increase customer lifetime value.

  • Identify upsell and cross-sell opportunities within existing accounts, working closely with the sales team to drive revenue growth.

• Customer Success Metrics and Reporting:

  • Define and track key performance indicators (KPIs) to measure the effectiveness of the client success team and overall customer success efforts.

  • Regularly report on customer success metrics and provide insights and recommendations to senior management.

• Customer Feedback and Advocacy:

  • Capture customer feedback, testimonials, and case studies to demonstrate the value of our products and services to prospective clients.

  • Collaborate with marketing and sales to leverage customer success stories in promotional materials.

You Will Be a Good Fit For This Role If You Have:

• Bachelor's degree in business, marketing, or a related field (advanced degree preferred).

• Proven experience (typically 8+ years) in customer success management, account management, or a related role, with at least 3-5 years in a leadership position.

• Strong understanding of customer success principles, strategies, and best practices.

• Excellent communication, presentation, and negotiation skills.

• Ability to build and maintain relationships with clients at all levels of the organization.

• Analytical mindset with the ability to leverage data for decision-making.

Nice To Have’s Include: 

• Results-driven with a focus on achieving customer satisfaction and business objectives.

• Demonstrated experience in driving customer retention and expansion.

• Strong leadership and team management skills, with a track record of building and developing high-performing teams.

• Experience in working with cross-functional teams, including sales, marketing, and product development.

• Familiarity with customer success software and tools is a plus.

A Note on AI in Our Hiring Process:

We are an AI-forward company and champion the smart use of technology. However, our hiring process is designed to evaluate your personal capabilities, critical thinking, and lived experience. Please ensure your resume, application materials, and interview responses are your own and not generated by AI. Show us your raw talent and your genuine experience, that is the person we want to join our team.

Location:

This specific role is primarily remote, with occasional travel to an office or client site. US East Coast working hours are required, and a strong preference is given to candidates who can easily travel to our Chapel Hill, NC or Bethesda, MD offices for occasional in-person work.

Compensation and Benefits:

Flexible work schedule, 18 PTO days on day one with additional PTO per year. Fifteen (15) paid holidays, medical/dental/vision coverage, parental leave, 401K with match, company events, referral bonus, professional development opportunities, home office perks, and two office locations.

What Sets Us Apart:

1. Commitment to Higher Education: We believe that serving higher ed makes the world a better place. This drives our desire to deliver high-quality products and services to help higher education institutions serve their students and communities.

2. Flexibility to Fit Your Life: HelioCampus employees enjoy the autonomy, freedom, and trust of a remote-first working environment. We embrace an “on it” mentality both in and out of the workplace, and employees are supported in pursuing personal and professional passions.

3. A Community of Bright Minds with Big Hearts: HelioCampus hires curious and talented practitioners who bring a diversity of thought and genuine care for one another and our clients to work every day. Our team members are more than a job description and are encouraged to show up as their full and authentic selves.

What We Believe:

HelioCampus is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Disclaimer:

The list of responsibilities described above is not comprehensive. Other tasks not mentioned here may be required. Changing business conditions may trigger changes to job responsibilities. This job description is not an employment contract.

Physical Qualifications:

This position requires the following physical qualifications to support a productive remote work environment. We are dedicated to providing reasonable accommodations for individuals with disabilities to perform the essential functions of this role. If you require accommodations, please discuss this during the application process.

Vision: Sufficient visual acuity to read documents, view computer screens, and engage in tasks that require attention to detail.

Hearing: Ability to communicate effectively in person (as applicable) and via phone or video conferencing, ensuring clear understanding of verbal instructions.

Fine Motor Skills: Proficient use of hands for typing, using a mouse, and managing office equipment such as printers and scanners.

Lifting: Occasional lifting of up to 10 pounds (e.g., office supplies or equipment).