Director of Customer Success
Lead a high-performing team, shape scalable customer success strategy, and drive retention and growth across key sectors. Own the outcomes, lead the vision, and grow with us.
Join the ACI Learning Adventure!
Who We Are
ACI Learning is a leading provider of audit, cybersecurity and IT training solutions, empowering individuals and organizations worldwide to improve their technical capabilities and their cybersecurity with compelling and comprehensive training. Our leadership position extends even further to our new SaaS Learning Platform myACI that goes beyond audit, cyber and IT training to provide organizational and individual knowledge assessment, analytics and training delivery with integrated AI to understand capabilities and skill gaps for organizations.
As our Customer Success Director, you’ll lead a team focused on delivering long-term value to customers across corporate, government, and academic sectors. You’ll drive retention, expand usage, and shape how we scale customer success operations at ACI Learning. This role is both strategic and hands-on—perfect for a customer-obsessed leader with strong operational chops and a passion for developing high-performing teams.
What You’ll Do
- Lead, mentor, and grow a high-impact Customer Success team with a focus on performance, development, and engagement.
- Build and improve scalable Customer Success processes to ensure consistent outreach, engagement, and collaboration across functions.
- Collaborate cross-functionally with Sales, Product, Marketing, and Support to drive a unified customer experience.
- Use data and insights to track customer health, mitigate risk, and identify growth opportunities.
- Oversee tools and systems (e.g., ChurnZero, Salesforce) that support a scalable, customer-centric approach.
- Serve as an internal advocate for the customer—driving continuous improvement and long-term satisfaction.
- Foster a culture of accountability, urgency, and measurable results within the CS team.
- Anticipate potential issues before they arise and proactively take action to mitigate customer risk.
- Forecast renewals across current and upcoming quarters and report weekly on team performance.
- Execute key ramp goals, including hiring 3+ CSMs within 60 days and evaluating team capabilities within the first 30 days.
What You'll Need
- Proven leadership experience in customer success or account management roles in a B2B setting.
- Demonstrated success in hiring, developing, and managing high-performing teams.
- Proficiency with tools like ChurnZero, Salesforce, and Excel.
- Experience using customer data to drive strategy and measure outcomes.
- Strong project management and process improvement skills.
What Will Make Us Love You
- Experience supporting customers in both corporate/government and academic markets.
- A background in SaaS, EdTech, or other recurring revenue business models.
- Familiarity with cross-functional collaboration practices involving Sales, Marketing, Product, and Support.
- A track record of building scalable customer engagement or customer marketing programs.
Success Will Require
- Leadership & Team Development – Coaching and developing team members while maintaining high engagement and performance.
- Strategic Thinking – Bringing a systems mindset and aligning customer success with broader business goals.
- Cross-Functional Influence – Building alignment and collaboration with GTM and product teams.
- Data-Driven Decision Making – Using insights to guide forecasting, outreach strategies, and team performance.
- Operational Rigor – Driving process adherence and setting high standards for execution and accountability.
- Customer Empathy – Advocating for customer needs with clarity and credibility.
- Agility & Judgment – Navigating ambiguity and making smart, timely decisions.
- Tool Fluency – Leveraging Salesforce, ChurnZero, and analytics platforms with confidence.
- Executive Presence – Representing the team internally and externally with professionalism and credibility.
Why ACI Learning is Your Next Big Move
Comprehensive medical, dental, and vision coverage — starting the 1st of the month after your hire date.
Four weeks of paid parental or medical leave, so you can focus on what matters most.
At ACI Learning, we offer a competitive, experience-driven salary range that aligns with your qualifications and contributions. To that end, the posted salary range reflects our most reasonable assumption of what we anticipate paying for this position at the time of posting.
In addition to a competitive base salary, this role includes performance-based variable compensation. Your success in driving measurable outcomes—like retention, growth, and team performance—will be tied directly to your total earnings.
- Department
- Sales
- Locations
- Remote - USA
- Remote status
- Fully Remote
- Yearly salary
- $142,000 - $178,000
- Employment type
- Full-time
- Employment level
- First / Mid Level Officials
- FLSA Status
- Exempt
Remote - USA
Culture and Values
ACI Learning offers a place where people are part of a world-class team who are amazing at what they do and love doing hard, interesting things together. We make each other better as we work together and we invest in each other’s and the company’s success.
People who enjoy working with smart, results-oriented, collaborative, accountable people who love learning and are ever-improving will love working here. If that’s you, working at ACI Learning will be a blast and often won’t seem like “work.”
#Accountable
We take ownership when it's easy and when it's hard. We acknowledge when mistakes are made and learn from them. We understand that mistakes happen and we always strive to learn from them in a constructive way. We view mistakes as great teaching tools.
#CommittedToExcellence
We desire to be amazing at what we do. We have a deep passion for developing our craft and our skills. We seek actively to learn from those around us and we practice, read and reflect on how to be excellent.
#CustomerFocus
We care deeply about our customers. We are obsessed with understanding them and what they need. We invest time in doing so. We think about how to improve to serve them better. We try to start with "what's best for our customer?"
#ComfortableWithAmbiguity
We know things can change - sometimes unpredictably. We accept that and we act decisively when change happens. We are comfortable with the idea that things change even if a specific change may be challenging.
#ExerciseGoodJudgement
We know things can change - sometimes unpredictably. We accept that and we act decisively when change happens. We are comfortable with the idea that things change even if a specific change may be challenging.
#Honest
We are honest, even when it's uncomfortable. When there are problems or bad news we share that information rapidly and without blame. We give and accept honest feedback in our interactions with other team members.
#LearningAndImproving
We love to learn. We learn from all situations. We learn from other team members. We believe that anything can be learned and our abilities can be improved through continual learning. We have an "artisanal" mindset to practicing our craft.
#ReadyToHelp
We help each other. We love being part of a high-performance team and we know that means we have to support each other. Doing big things always takes a team.
#ResultsOriented
We focus on results and outcomes. When there are issues, we come with solutions.
About ACI Learning
At ACI Learning, we believe that anything worth doing is worth leading the way—with innovation, exceptional experiences, and impactful results.
We provide a full ecosystem of learning and development solutions that empower people and businesses to lead with confidence, learn with purpose, and achieve outcomes that matter.
Director of Customer Success
Lead a high-performing team, shape scalable customer success strategy, and drive retention and growth across key sectors. Own the outcomes, lead the vision, and grow with us.
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