Director of Customer Success
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Job Summary
Leading the development of an innovative customer engagement model, the full-time salaried Director of Customer Success will build and enhance the operating system that supports over 25,000 customers through automation, AI, and lifecycle management, while working remotely with occasional travel.
Key responsibilities
- Own and define the scaled customer operating model, including onboarding, adoption, renewal, expansion, and recovery processes
- Lead the Scaled operations team to ensure alignment between strategy and execution in customer journey programs
- Build and manage customer intelligence systems, including health scoring and predictive models, to identify risks and opportunities
Required qualifications
- 7+ years of experience in Customer Success Operations, Digital Customer Success, or similar roles within B2B SaaS
- Proven track record of building scaled customer success programs
- Strong analytical skills with the ability to define metrics and improve data quality
- Experience partnering with engineering teams to design automation and scalable processes
- Ability to coach teams and influence executives effectively
Complete Job Description
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