Director of Customer Success

Pursuit is a social impact organization consisting of a 501c3 non-profit and a Public Benefit Corporation, focused on creating economic transformation for high-need, high-potential adults through technology. We are a mission-driven organization that goes beyond technical instruction to offer coaching, career development, and employer partnerships that help our Fellows secure high-paying software engineering jobs and thrive in their new careers. 

We are One Big Team

The passionate and collaborative team at Pursuit gives its all to achieve our mission. And it’s not just staff. We work with employer partners that love hiring our Fellows because they are so well prepared, ranging from big financial firms to scrappy startups, and everything in between. We also activate and engage hundreds of volunteers that come from all areas of the tech industry. These experts and professionals help keep our curriculum fresh and our standards for achievement high by participating in our admissions process, as well as program-specific activities such as interview training, DemoDays, Hackathons, and Capstone projects. 

About the Role

Pursuit has established successful  partnerships with an impressive roster of clients that employ our graduates in a variety of models, such as Pursuit Commit, our extensive service offering for corporate partners that equips them to hire, retain, and promote Pursuit graduates over three years.

We are seeking a Director of Customer Success (CS) who will manage the cross-functional relationships and key success metrics for our enterprise partnerships. The CS will own the client relationship post-sales, establish regular meeting cadences and reporting, customer success metrics, QBR best practice, and manage the renewal processes. 

This is an ideal opportunity for an entrepreneurial and creative individual with great relationship-building skills to work with our best-in-class partners on closing the prosperity gap and increasing diversity and inclusion in the tech sector.

• Own the account management function, build out processes and team responsible for client success
• Own relationships and success of key strategic Pursuit accounts, including comprehensive client stakeholder management
• Work cross-functionally with stakeholders at multiple levels at account companies to create buy-in and alignment
• Create and deliver partnership alignment structures such as joint steering committees, troubleshooting sessions, and partnership features
• Deliver renewals and upsell for major accounts; identify new sales opportunities for existing accounts
• Work cross-functionally within Pursuit to ensure program/product delivery toward high company client satisfaction
• Deliver reporting and analysis of success, as well as recommendations for partnership building

• At least 5-7 years experience with some combination of account management, customer success, partnership development, etc.
• Successful experience managing existing accounts, maintaining revenue, and growing incremental revenue with enterprise level accounts
• Ability to navigate complex client corporate structures, identifying and engaging key stakeholders cross-functionally
• Knowledge of what good client service looks like, and the ability to put that into practice with a mindset of building repeatable processes for the future
• Ability to synthesize complex ideas, align them with business priorities, and devise actionable strategies to accomplish goals
• Excellent written and verbal communication skills; excellent presentation skills
• People management is a plus, as we will be looking to build a team around this Account Director

Where you’ll work: 

• Remote-first approach to our hybrid model — Staff work from  home or our office space in Long Island City, NYC, or a combination.
• Strong preference for this role to be based in the NYC metro area as this is where the majority of our clients are located,  but that is not a deal breaker if you are not. 

Pursuit Values Diversity

Our team has a wide range of backgrounds and experiences, and we value the richness that diversity brings to our organization. We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital status, sex, sexual orientation, pregnancy, gender identity or expression, disability, genetic information, veteran status, or any other classification protected by federal, state, or local law. Pursuit is an equal opportunity employer.