Senior Director, Digital Customer Success

We are seeking a Head of Digital Customer Success to build and lead our digital-first customer success motion for our self-serve segment. This role will be accountable for engagement, activation, expansion, and retention of customers. The ideal candidate will have a strong track record of driving activation, expansion, and retention in a digital-first or scaled-success model.

Requirements

• Minimum 7+ years of experience in Customer Success, Digital Programs, or Product-Led Growth at a SaaS company (500 employees+)
• Minimum 3+ years leading teams during the above years
• Proven track record of driving activation, expansion, and retention in a digital-first or scaled-success model
• Strong partnership skills with Product and Marketing to align on customer outcomes and deliver seamless digital experiences
• Experience with customer success and lifecycle tools like; Gainsight, Salesforce, Iterable, Marketo
• Experience with analytics tools like; Pendo, Mixpanel, Amplitude
• Comfort with APIs, integrations, and working alongside engineering/ops teams to automate at scale
• Analytical mindset with the ability to measure impact, identify trends, and turn data into action
• Excellent communication skills with the ability to influence stakeholders and executive leadership
• Strong leadership skills with experience building or leading a program team

Benefits

• Health and wellbeing
• Growth and future
• Community