What are the responsibilities and job description for the Director of Customer Success position at ITPro, from ACI Learning?
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. Join us, and together, we’ll shape the future of skill-building and professional growth. The ACI Team: Imagine collaborating with over 200 of the brightest minds who are passionate, grounded, and dedicated to shaping the future of eLearning. Together, we’re not just a team; we’re a movement in one of the most exciting times in tech. Purpose-Driven Culture: At ACI Learning, work isn’t just a job. It’s a passion we pour into every project, every day. We celebrate creativity, innovation, and the joy of doing what we love. Your Opportunity: Are you ready to be part of something transformative? Dive into a world of collaboration, growth, and endless potential. Apply now and help lead the change! 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.
- 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.
- 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.
- 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.
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. Flexible PTO policy, sick time, and eight paid holidays — because we believe in balance. 401(k) retirement plan with immediate vesting and up to 5% matching contributions — we invest in your future from day one. One free course each year after 90 days — advancing your skills is part of the job. Tuition assistance to support your continued education and professional growth.
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.
