ETS

About ETS:

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

MUST BE ELIGIBLE TO WORK AND RESIDE IN CANADA

Position Summary

The Director of Client Success is responsible for the overall health, growth, and scalability of Kira's customer relationships. This role owns the entire post-sale customer lifecycle, including onboarding, adoption, retention, expansion, advocacy, and long-term value realization.

As a senior leader, the role defines and executes the customer success strategy, manages and scales the Customer Success team, and partners closely with Sales, Product, and Operations to ensure customer outcomes directly support company growth.

The role is accountable for net revenue retention, customer satisfaction, and customer advocacy, while ensuring delivery of a consistently high-quality, client-centric experience as the business scales.

Primary Responsibilities

Customer Success Strategy & Leadership

• Own and evolve Customer Success vision, operating model, and success metrics across the full customer lifecycle
• Translate company objectives into scalable CS strategies that drive retention, expansion, and long[1]term customer value
• Serve as the executive voice of the customer, ensuring customer insights influence product roadmap, pricing, and go-to-market decisions
• Partner with Product to leverage customer insights and improve usability and outcomes
• Collaborate with Sales to ensure smooth handoffs, aligned expectations, and develop account strategies

Revenue Retention & Expansion

• Own renewals, upsells, and expansion strategy across the customer base
• Establish forecasting, pipeline visibility, and renewal processes aligned with Sales and Finance
• Identify growth opportunities within existing accounts and equip Customer Success Managers to execute

Team Management & Development

• Build, lead, and scale a high-performing Customer Success team
• Define roles, responsibilities, and career paths
• Create a culture of accountability, empathy, continuous learning, and customer-first thinking

Customer Lifecycle Ownership

• Oversee onboarding, education, adoption, and engagement
• Ensure consistent application of best practices and success frameworks
• Support complex or high-risk accounts directly, including executive stakeholder management

Customer Engagement, Adoption & Advocacy

• Leverage customer data and feedback to drive adoption and satisfaction
• Build scalable advocacy programs (referrals, case studies, webinars, references)
• Strengthen long-term institutional partnerships aligned to admissions goals

#LI-MM1

Education & Experience

• Undergraduate degree or equivalent experience
• 7+ years in Customer Success / Account Management / post-sale SaaS leadership
• 3+ years people management experience
• Track record of owning renewals, expansion, retention targets
• Experience partnering cross-functionally with Sales, Product, Executive Leadership
• Experience building trusted advisor relationships with senior stakeholders
• Experience in remote-first, high-growth environments

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
• The base salary range advertised represents the low and high end of the anticipated salary range for this position. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. The base pay is only one aspect of the Total Rewards Package that will be offered to the successful candidate.

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.