Director of Digital Customer Success - Remote

Overview

The Director of Digital Customer Success will lead and scale digital customer success programs, focusing on enhancing customer engagement and retention through innovative strategies.

In Short

• Define and own digital customer success strategy.
• Build and lead a digital-first customer success team.
• Champion a data-informed approach to customer success.
• Achieve quarterly gross dollar retention and upsell targets.
• Foster a collaborative team culture focused on growth.
• Design automated playbooks and lifecycle communications.
• Identify opportunities for customer adoption and retention.
• Build segmentation strategies for personalized experiences.
• Define success metrics and monitor initiatives' impact.
• Collaborate with Marketing and Product for consistent messaging.

Requirements

• 7–10 years in Customer Success/Digital Programs, with 3 years in leadership.
• Experience in designing digital CS programs in B2B SaaS.
• Strong analytical skills with customer data.
• Excellent communication and leadership abilities.
• Experience with customer segmentation and automation.
• Passion for customer outcomes and digital innovation.

Benefits

• Medical, dental, and vision plans.
• Wellbeing Fund for wellness support.
• Mental health benefits including therapy coverage.
• 401(k) program for future investment.
• Education stipend for personal growth.
• Flexible vacation time.
• Paid parental leave.
• Quarterly company-wide recharge days.
• Work from home stipend.