Director of Customer Success Job Description

ATTUNED OVERVIEW

Attuned builds the capacity of PK-12 organizations to drive educational equity and excellence for underserved students. Our team of practitioners partners with school systems to prioritize, tailor, and implement a diverse set of proven practices. We blend rigor and empathy, planning and implementation, district and charter expertise, and aspirations of quality and scale.

“There always are folks who offer packaged solutions, but the best support providers are people who have lived and practiced the work and actually know there are no easy packaged solutions. The Attuned team offers deep expertise and thought partnership that is individualized and contextualized” (Aleesia Johnson, Superintendent of Indianapolis Public Schools).

Founded in 2015, Attuned has earned the reputation as a trusted advisor, coach, and facilitator to schools and school systems across the country, as evidenced by our net promoter score of 70. We are fortunate to have built a team with a deep connection to our mission and commitment to diversity, equity, inclusion, and antiracism (DEIA), as evidenced by our consistently strong Gallup Q12 results.

Our software team is building several applications that support and expand the service we provide and the impact we have.

POSITION OVERVIEW

At Attuned, we believe that software can and should: 1) make our planning, implementation, and progress monitoring supports more rigorous, customized, efficient, and scalable, 2) enable us to build school system capacity more quickly and effectively, 3) sustain school system capacity after our consulting support ends, and 4) create connections between users.

As Attuned’s software team and product suite have grown, so too has the need for a dedicated, strategic leader to build and oversee a world-class Customer Success program.

The Director of Customer Success will:

Design, implement, and scale Attuned’s end-to-end customer success program with the end goal of ensuring 90%+ yearly partner and revenue retention. (Note that at Attuned, we call our customers partners.)
Ensure partners have an exceptional experience onboarding, implementing, and continuously engaging with our software products.
Build the systems, processes, metrics, and team capacity necessary to retain and grow partner relationships.
Serve as a critical bridge between partners, product, engineering, sales, and consulting teams.
Establish the playbooks, feedback loops, and data-driven insights that help partners move from insight → action and achieve meaningful educational impact.

This role is ideal for someone who thrives on building something from the ground up, loves working on a small team, and is energized by creating scalable systems that improve partner experience and drive long-term adoption.

ESSENTIAL DUTIES & RESPONSIBILITIES

Development and Leadership of the Customer Success Program

Design and implement Attuned’s Customer Success vision, strategy, and operating model for all software products.
Build the systems, processes, dashboards, and playbooks for onboarding, implementation, partner enablement, and ongoing engagement.
Create and refine scalable CS frameworks including: onboarding milestones, health scores, adoption monitoring, and renewal workflows.
Establish and track key customer success metrics (e.g., adoption, engagement, NPS, retention, renewal, product utilization).
Manage and support Customer Success team members, and build a positive team culture rooted in continuous improvement, operational excellence, and a deep commitment to equity and educational impact.
Develop a multi-year plan for scaling the CS program as needed, including staffing, division of responsibilities, and the tools, systems, and workflows required.

Partner Success and Relationship Management

Lead onboarding and implementation for new partners across our suite of products.
Serve as the primary point of contact for major partners; proactively support their adoption, success, and growth.
Build strong relationships with school and system leaders to deeply understand their goals, challenges, and contexts.
Deliver exceptional partner-facing experiences, including trainings, data reviews, insights-to-action support, and product-specific coaching.
Coordinate cross-functional responses for partner requests, ensuring timely, professional, high-quality support.

Support, Training and Enablement

Oversee help desk, chat, and email support workflows to ensure fast and reliable responses.
Lead the creation of high-quality, scalable partner resources—including tutorials, help articles, quick-start guides, recorded trainings, and in-app guidance—building on existing materials developed by the team.
Develop a “partner learning ecosystem” that supports multiple levels of user proficiency across our products.
Ensure all new features are accompanied by clear documentation, release notes, and partner-friendly communications.

Data, Insights and Continuous Improvement

Analyze usage data, support cases, partner surveys, and success metrics to identify trends, risks, and opportunities.
Build systematic feedback loops to inform product roadmap, prioritization, and enhancements.
Synthesize insights from partners to recommend improvements to onboarding, training, product workflows, and partner support experiences.
Facilitate ongoing partner health reviews with internal stakeholders.

Cross-Functional Collaboration

Collaborate with Product, Engineering, Sales, and Services teams to ensure a seamless partner experience.
Work closely with the software team to test new features, identify bugs, and prepare for release cycles.
Support sales with product demos, proposal development, and CS-aligned insights to strengthen value propositions.
Work closely with the broader Attuned team to ensure partners can move from “insight to action” using our software products.

WHO SHOULD APPLY?

Did you know that research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications? We believe that no one meets 100% of the listed qualifications. We are less concerned about whether you’ve done everything on a laundry list of specific things and more interested in cultivating a diverse pool of candidates who have served as teachers, school leaders, and/or school system leaders; who have helped lead customer success efforts in a software organization; and who want to join a connected, mission-driven, hard-working team of practitioners driven by equity.

If much of this describes you, we encourage you to apply. This might be the right next role for you if:

You are deeply committed to the mission of dramatically improving PK-12 education for underserved children.

You have experience working in PK–12 schools or school systems—as a teacher, coach, school leader, central office leader, or in another instructional/operational role—and have a strong understanding of the challenges, rhythms, and needs of school-based teams.
You have led or helped build and lead a Customer Success or Partner Success program, ideally within an education technology organization, and understand what it takes to support schools through software onboarding, adoption, and ongoing use.
You have a track record of leading with a deep commitment to diversity, equity, inclusion, and anti-racism.
You are a relationship-builder who communicates with empathy, clarity, and an unwavering focus on partner experience.
You are a systems-builder who enjoys creating structures, playbooks, workflows, and processes from scratch—and iterating on them as you learn.
You are analytically minded and use data to identify trends, diagnose challenges, and drive continuous improvement in partner engagement.
You are digitally savvy, technically curious, and eager to learn Attuned’s software tools inside and out.
You are entrepreneurial, composed, and excited about the fast-paced, hands-on problem-solving that comes with being part of a small, remote-only software team.
You thrive in collaborative environments and enjoy working across functions—product, engineering, sales, consulting—to create a seamless experience for partners.
You have strong presentation and facilitation skills, especially with educators and system leaders.
You have the lifestyle and temperament to work at a small, remote-only, company launching a software product. You are motivated and love to work independently with limited supervision. You have a lifestyle that allows for working from a home office while interacting professionally over video with prospects and customers.

APPLICATION PROCESS & DEADLINES

If you are passionate about improving educational opportunities for historically underserved children, please email your resume to hiring@attunedpartners.com with the subject line: Director of Customer Success - Attuned Education Partners. In the email, please include your resume, LinkedIn, and any relevant information.

Our hiring process will include multiple steps, including an application review, a screen, 1-2 performance tasks, which will require pre-work and may include a debrief.

Attuned is committed to building a diverse, equitable, inclusive, and sustainable organization. The broad range of experiences, ideas, and practices that our team members bring allows us to serve with excellence the diverse organizations with whom we partner. Attuned is an equal opportunity employer and does not discriminate on the basis of age, race, ethnicity, color, disability, gender identity, gender expression, marital status, sexual orientation, national origin, religion, or veteran status.

DIRECTOR OF CUSTOMER SUCCESS