Senior Director of Customer Success

Job Summary

A company is looking for a Senior Director of Digital and At-Scale Success Programs.

Key Responsibilities

• Define and lead the digital and at-scale success vision and roadmap aligned to customer lifecycle stages
• Design and deploy automated customer journeys and usage-based triggers to enhance engagement and retention
• Build and mentor a high-performing team responsible for digital success strategy and engagement programs

Required Qualifications

• 10+ years of experience in Customer Success, Customer Experience, or Digital Programs in a B2B and/or B2C SaaS environment
• 5+ years of leadership experience
• Proven success in building and scaling digital customer success programs
• Strong understanding of SaaS metrics such as NRR and GRR
• Experience with tools like Gainsight, Salesforce, and Pendo