Director, Strategic Accounts And Customer Success - Req002259_1 - 3175

Director, Recruitment And Enrollment Success Management

The Recruitment & Enrollment Solutions (RES) team is comprised of experienced and dedicated professionals who partner with more than 1,200 colleges and universities every year to shape the future of higher education. We combine deep expertise in enrollment management with a consultative, data-informed approach to help institutions achieve their most ambitious goals. By delivering strategic insights, adoption support, and long-term success strategies, we ensure that our partners maximize the value of College Board\'s market-leading Search & Connections suite of solutions. This is a team that thrives on collaboration, innovation, and impact. We are passionate about advancing access to higher education and equipping our institutional partners with the tools and guidance they need to recruit, enroll, and graduate students successfully.

The Director, Strategic Accounts and Customer Success plays a mission-critical role in driving the long-term success of College Board\'s largest and most complex enrollment solution partners. This is a highly visible leadership opportunity to design and execute personalized account strategies that not only retain and grow key relationships but also directly influence the enrollment outcomes of higher education institutions nationwide. In this role, you will be both strategist and trusted advisor through deep partnerships with senior institutional leaders, anticipating their evolving needs, and ensuring they fully leverage College Board\'s enrollment solutions to achieve measurable results. Your expertise will position you as a thought leader in the enrollment management space, while your insights and advocacy will help shape the future direction of our products and services. You\'ll work cross-functionally with leaders in Product, Sales, and Customer Support to strengthen adoption, drive innovation, and ensure an exceptional customer experience. You will also represent College Board at regional and national convenings, sharing best practices and elevating the voice of the customer across the broader higher education community.

In this role, you will:

• Customer Success & Strategic Account Management (75%)
• Drive retention and long-term client success, with a primary focus on renewal and expansion within assigned large-scale key accounts.
• Serve as a trusted advisor by proactively engaging with executive and operational stakeholders to ensure adoption, satisfaction and measurable outcomes from College Board Enrollment Solutions.
• Anticipate account needs by analyzing institutional data, identifying opportunities for optimization and delivering tailored adoption strategies.
• Develop and maintain a deep working knowledge of the College Board Enrollment Solutions suite, SAT suite and competitor offerings to best guide institutional strategy.
• Establish a consistent cadence of value-driven communications, ensuring institutions understand the impact of their subscription and uncovering opportunities for deeper engagement.
• Gather and elevate customer insights to shape product innovation and strategic direction.
• Identify and cultivate opportunities for customer advocacy (testimonials, case studies, conference presentations)

Cross-functional Collaboration & Thought Leadership (25%)

• Contribute subject matter expertise to draft RES content, presentations, and adoption strategies.
• Deliver regional and national webinars and workshops on enrollment management and best practices to support community-wide adoption.
• Drive cross-functional initiatives to strengthen customer experience and drive product alignment.
• Lead and/or serve on internal committees that advance RES customer success strategies.

About You

• 5+ years in a customer success, account management, or enrollment services leadership role (top-of-funnel enrollment management experience highly valued).
• Expertise in higher education enrollment management, recruitment, and admissions.
• Experience managing third-party partnerships (e.g., EAB, Carnegie) and navigating complex institutional dynamics
• Proven track record retaining and growing strategic accounts, particularly with subscription-based products.