Director, Digital and Scaled Customer Success

Overview

The Director Digital and Scaled Customer Success is responsible for leading the strategy and execution of the company’s digital-first customer engagement programs.  This position is responsible for designing and optimizing the digital customer journey and implementing a pooled/shared model to support the company’s mid-touch customer segment efficiently and effectively.  The Director Digital and Scaled Customer Success is accountable for driving product adoption retention and expansion at scale by leveraging technology data automation and a customer-centric mindset.

Responsibilities

• Own the end-to-end digital customer journey for mid-touch and long-tail customer segments. Select and optimize technology stack (e.g. Gainsight Catalyst Salesforce Customer.io Intercom) for automation journey orchestration and insights.  Work with Ops and RevOps to ensure accurate data flows segmentation and attribution.
• Champion a data-driven approach to customer engagement and team performance.
• Design influence and implement lifecycle-based touchpoints (onboarding adoption value realization renewal) using email in-app messaging webinars communities and self-service content.
• Leverage customer insights and analytics to continuously iterate and personalize journeys.  Implement one-to-many programs (office hours success webinars health check campaigns).
• Partner with Product Marketing and Customer Education to align digital experiences with customer needs. Drive cross-functional alignment with Sales Support Product and Marketing to ensure seamless customer experiences.
• Build and lead a pooled/shared model of Customer Success Managers (CSMs) to support thousands of accounts efficiently. Develop scalable playbooks processes and KPIs for CSMs operating in a non-dedicated coverage model.
• Establish and assure leadership adherence to budgets schedules work plans and performance requirements
• Collaborate with senior management and executives to define and ensure success of department strategy
• Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports
• Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring compensation management employment relations and termination of employees. Oversee the identification and hiring of new employees
• Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise communication skills and ability to effectively interact with clients and peers. Identify and develop future leaders.
• Provide strategic influence to internal peers and industry groups
• Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team
• Work with the leadership to plan and set the strategic vision organizational structure operating policies and procedures and management practices to ensure department delivers operational excellence
• Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. Work collaboratively across departments with leaders

Basic Qualifications

• Bachelor's degree or equivalent experience
• 7–10+ years of experience in Customer Success Digital Success Customer Marketing or related SaaS leadership roles.
• Proven track record of designing and executing digital customer journeys and scaled programs at scale.
• Experience leading pooled/shared CSM teams or hybrid coverage models (in region and contracted offshore)
• Deep understanding of customer segmentation health scoring automation and engagement strategies.
• Familiarity with tools like Gainsight Salesforce Intercom Jira Pendo Marketo or similar.
• Experience working in B2B SaaS with a product-led growth (PLG) motion. 
• Background in customer marketing lifecycle marketing or user education.
• Demonstrated fiscal responsibility/accountability in managing budgets
• Superb Problem solving critical thinking  and analytical skills
• Superb cross-functional collaboration stakeholder management and change management skills. 
• Superb attention to detail
• Superb interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Superb Leadership sound judgement and business acumen skills
• Superb