Director of Customer Success

Location: Chicago, IL — In Office 5 Days per Week

Company: 360Factor/OasisLMS

Position: Full-Time

About the Role

OasisLMS is looking for a Director of Customer Success to build and lead our Customer Success function.

This is a hands-on role for someone who enjoys building programs from the ground up. We’re not looking for someone to inherit an established Customer Success playbook. We want someone who can learn our business and customers, determine what a great Customer Success program should look like, and then make it happen.

You’ll own the customer relationship after implementation, with a focus on retention, renewals, customer satisfaction, education, community, and growth.

This position is based in our Chicago office five days per week and is not remote or hybrid.

What You’ll Do

·      Build and manage a structured Customer Success program, including customer engagement, success plans, health scoring, and KPIs.

·      Develop strong relationships with customers and proactively help them achieve their goals with OasisLMS.

·      Own the customer renewal process and identify potential risks well before renewal.

·      Identify appropriate account growth opportunities, including usage increases and additional OasisLMS products and capabilities.

·      Develop customer education and engagement programs, including webinars, best-practice sessions, and other initiatives.

·      Build our Voice of the Customer program, including NPS, customer feedback, and a Customer Advisory Committee.

·      Serve as a key connection between customers and our product team, identifying recurring pain points, product gaps, and opportunities.

·      Develop customer advocates for case studies, references, webinars, reviews, and conference presentations.

·      Plan and lead the annual OasisLMS User Group Meeting.

Who We’re Looking For

We’re looking for someone who combines strong customer relationship skills with a builder mentality.

The ideal candidate:

·      Has Customer Success, Account Management, or similar SaaS experience.

·      Has experience working with associations or within the association industry.

·      Has worked at a startup, small company, or growth-stage organization

·      Is warm, personable, and genuinely enjoys building relationships with customers.

·      Is proactive and comfortable identifying what needs to be done without waiting for detailed direction.

·      Can create a strategy and personally execute on it.

·      Is comfortable owning renewals and having commercial conversations with customers.

·      Has strong communication, organizational, and project management skills.

·      Is comfortable working directly with both executives and day-to-day administrators.

What Success Looks Like

In your first year, you’ll have:

·      Established a structured Customer Success program

·      Built strong, proactive relationships across our customer base

·      Created customer health scoring and improved visibility into account risk

·      Taken ownership of renewals

·      Established NPS and Voice of the Customer programs

·      Built a consistent customer education and engagement program

·      Strengthened the feedback loop between customers and Product

·      Increased customer advocacy and references

·      Successfully led our annual User Group Meeting

Why OasisLMS?

This is an opportunity to have a meaningful impact on how OasisLMS grows. You won’t be stepping into a large organization with layers of process. You’ll have the opportunity to shape how we approach Customer Success, work closely with leadership, build genuine relationships with our customers, and see the direct impact of the programs you create. If you’re someone who sees what needs to be done, builds a plan, and then rolls up your sleeves to make it happen, we’d like to hear from you.