Global Head of Scaled Customer Success

Company Description

Who we are:

Founded in 2013, Ignition is the leading revenue generation platform for accounting and professional services businesses to spark greater efficiency and profitability.

Ignition automates and optimizes proposals, billing, payments and workflows in a single platform that fits seamlessly into existing technology stacks.

With a vision to transform how professional services and their clients do business together, Ignition empowers 7,250+ businesses to reach their full revenue potential.

To date, Ignition customers have engaged over 1.7 million clients and generated US $8b in revenue via the platform.

Ignition’s global workforce spans Australia, Canada, New Zealand, the Philippines, US and the UK. 

Company Values:

• We are better everyday
• We work without ego
• We are smarter together
• We hero our customer

Role Location: 

This is a fully remote role. We welcome candidates based in either Canada or US with full working rights.

How we work: This is a global position where you'll collaborate with leaders and colleagues across the AMER region (US & Canada) and APAC (Sydney & Brisbane). While your primary working hours will align with your timezone, you'll need to engage with teams across different time zones. We offer a high degree of flexibility, allowing you to structure your workday to effectively accommodate these global interactions when necessary.

Job Description

Ignition is looking for an experienced operator with expertise in a product-led B2B SaaS environment, preferably with a focus on the SMB market. As we look to the future with ambitious growth goals, we are looking for a leader who has helped Customer Success teams thrive and scale all the way to $100m in ARR. Ignition’s growth has largely been driven by human-assisted motions in both pre- and post-sale stages. While there will always be a role for human-led interactions, we are looking for an ambitious leader to help the Customer Experience team thrive as we embrace a Product Led Growth business model. 

Reporting to the VP of Customer Experience, you will help shape the future of the Customer Experience team at Ignition, acting as a mentor to key team members, and a hands-on operator that can ensure Ignition’s customer service reputation remains intact while embedding scalability as a core tenet of the teams’ operations. 
 

What you'll be focused on:

1. Develop and Execute a Scaled CX Strategy: Partner with the VP of CX to define and implement a scalable customer experience strategy that remains intact through to $100M ARR. Help design an org structure that optimizes outcomes and sustainable headcount growth.

2. Form and Lead a Pooled CSM Team: Establish and manage a pooled CSM team focused on supporting unassisted customer segments. Guide the team in defining playbooks and processes that balance effective outreach with a primarily digital-led customer journey, ensuring sustainable growth through efficient customer-to-CSM ratios.

3. Optimize Processes, Playbooks, and Tech Stack: Conduct a review of the tech stack, processes, and playbooks across customer success, support, and education. Recommend and implement changes (retain, replace, or eliminate) to improve scalability, streamline workflows, and enhance CX touchpoints.

4. Advocate for Data-Driven and Product-Led CX Improvements: Collaborate with data engineering, CX ops (RevOps), and the Growth product team to prioritize and execute data and product needs, including health scoring, churn prediction, and risk signals, to drive proactive, impactful CX playbooks and interventions.

5. Refine Customer Journey and Segment-Specific Strategies: Continuously evaluate and update the customer journey map for different verticals and segments, ensuring a tailored approach that optimizes each customer’s experience across their lifecycle. Partner with the education and customer marketing teams to minimize human touchpoints through effective content and communications.

6. Lead and Mentor the CX Program Team: Oversee a small team of CX program directors and managers, empowering them to develop scalable solutions for key workflows, including revenue expansion, retention, and new vertical initiatives. Encourage collaboration with key account management to incorporate scalable strategies within 1:1 service playbooks.

Your Metrics

You’ll own:

1. Improving unassisted customer cohort retention  

2. Net Revenue Retention for unassisted customers (Expansion is via new add-on products and plan switch)

3. Payment volume (unass