Director of Digital Customer Success

Job Summary

A company is looking for a Director, Digital Customer Success.

Key Responsibilities

• Build and execute a unified digital customer success strategy to enhance efficiency, retention, and product adoption
• Design and operationalize tech-touch and hybrid engagement models for customer journeys
• Integrate AI and automation into the customer journey, enhancing onboarding and engagement

Required Qualifications

• 15+ years of experience in Customer Success or digital programs in B2B SaaS
• Proven track record of leading large-scale digital customer success transformations
• Deep familiarity with AI tools and journey orchestration in customer success
• Strong understanding of community-led growth and customer education strategies
• Experience with metrics-based storytelling and reporting to senior leadership