Director of Customer Success

About Us

Work a four-day week from anywhere for a company where people genuinely believe in what they do. Wonderlic leads the way in fair, predictive science to create a world where everyone finds and thrives in their best job—and that starts with you. We expertly combine our science-based assessment expertise with I-O psychology, machine learning, and artificial intelligence to deliver evidence-based insights that empower smarter employment decisions. Our simple, intuitive assessment tools help sophisticated HR teams identify top applicants, predict on-the-job performance, and ensure our own team is engaged and equipped to do their best work.

Wonderlic has always championed progressive, sustainable approaches that allow people to excel professionally while living balanced, fulfilling lives.Here are some of the ways we do that:

• Work from anywhere in the United States
• Four-day work week
• Generous PTO plus a paid company shutdown from 12/24 to 1/1
• Benefits include medical, dental, vision, 401k with matching, paid new parent leave

What Sets Us Apart:

• Scientific Precision: We apply rigorous scientific methodologies to develop assessments that accurately gauge individuals' potential and fit within various organizational contexts.
• Innovation: Our dedication to continuous improvement drives us to explore cutting-edge techniques and technologies, ensuring our assessments remain at the forefront of talent assessment.
• Impactful Solutions: By integrating I-O Psychology principles into our processes, we deliver solutions that not only meet the immediate hiring needs of organizations but also contribute to long-term success and retention.

Job Title: Director of Customer Success

Overview: As the Director of Customer Success, you will lead the strategy, operations, and culture of Wonderlic’s Customer Success organization. You’ll ensure customers realize measurable value from our science-based assessment solutions, drive high adoption and retention, and partner closely with Sales to expand revenue through cross-sell and upsell opportunities. Working cross-functionally with Sales, Product, and Marketing, you’ll scale Customer Success as a growth driver—aligning customer outcomes with business goals, influencing our product roadmap, and empowering your team to deliver exceptional experiences that strengthen long-term relationships and drive sustainable expansion.

Essential Functions:

• Strategy & Leadership
  • Develop and execute the Customer Success strategy in partnership with senior leadership.
  • Define key objectives, success metrics, and operating rhythms aligned with company goals.
  • Build and evolve the CS organizational structure to scale with business growth.
• Customer Outcomes
  • Define and track metrics such as NRR, GRR, adoption, and satisfaction to ensure customer success.
  • Drive exceptional onboarding, training, and ongoing success through data-driven improvements.
  • Lead initiatives that drive product adoption, renewals, and account expansion.
• Team Development
  • Mentor and develop a team of Customer Success professionals, fostering accountability, curiosity, and continuous improvement.
  • Implement best practices and enablement tools to enhance team performance and customer impact.
• Cross-Functional Collaboration
  • Partner with Product, Marketing, and Sales to surface customer insights and drive product and process improvements.
  • Serve as a customer advocate to ensure their voice informs strategy, roadmap, and go-to-market decisions.
• Customer Value & Revenue Growth
  • Collaborate with Sales and RevOps to identify and execute growth opportunities across existing accounts.
  • Ensure CS team members are trained to confidently position additional products and services that align with customer outcomes.
  • Track and report on key revenue metrics, including Net Revenue Retention, expansion ARR, and renewal rates.

Supervisory Responsibilities: Managing, coaching, and mentoring a team ofCustomer Success Managers.

Reports to: President

Required Competencies and Experience:

• 5+ years leading B2B SaaS Customer Success or Account Management teams.
• Proven track record improving retention, adoption, expansion, and overall customer satisfaction.
• Experience implementing scalable processes and transitioning teams to SaaS Customer Success best practices.
• Success guiding customers through product transitions, including sunsetting and new product adoption.
• Deep understanding of upsell, right-sizing, subscription management, and customer lifecycle strategies.
• Strong leadership, coaching, and ability to influence cross-functional teams.
• Data-driven mindset with experience in forecasting, metrics analysis, and value-based decision-making.
• Excellent verbal, written, and presentation skills with executive presence.
• Familiarity with Salesforce, Intercom, Pendo, or similar tools.
• Strategic, innovative mindset with a focus on growth, continuous improvement, and customer success.

Our Policy

Affirmative Action Plan/Equal Employer Opportunity (AAP/EEO) Statement: Research suggests that both the confidence gap and imposter syndrome can make members of some groups (including women, members of the LGBTQIA+ and BIPOC communities, and candidates of less traditional age, education, or background) less likely to apply for jobs when they don’t meet 100% of the qualifications. At Wonderlic, we are in the business of identifying potential, and we encourage all interested candidates to apply.

Wonderlic is proud to be an equal employment opportunity/affirmative action employer. Here, diversity is valued and celebrated, and this is what makes us such a successful team. Wonderlic does not discriminate in employment on the basis of race, color, religion, gender, gender identity, pregnancy status, national origin, sexual orientation, marital status, disability, genetic information, age, parental status, military/veteran status, or any other factor protected by law.

In addition, we will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please get in touch with us at [email protected] to request an accommodation.

Disclaimer: This job description is not designed to include a comprehensive list of duties and responsibilities that are required of the employee. Duties and responsibilities may change or be assigned at any time, with or without notice.

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