Director, Digital and Scaled Customer Success

Director, Digital and Scaled Customer Success

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 collaboratively across departments with leaders.

Basic Qualifications :