Director, Digital Customer Success

📋 Description

• Develop and implement a cohesive digital Customer Success strategy that spans all segments and products, enhancing efficiency, customer retention, and product adoption through digital channels.

• Create and operationalize technology-driven and hybrid engagement models, which include digital success planning and lifecycle-based journey orchestration.

• Integrate automation and AI throughout the customer journey, from onboarding processes and stakeholder notifications to in-app engagement and intelligent prompts.

• Oversee the digital engagement technology stack, which encompasses Gainsight, PX, AI copilots/agents, knowledge management systems, community platforms, and Learning Management System (LMS) tools.

• Foster community-led success by merging digital Customer Success with customer community and education functions, facilitating peer learning, events, and large-scale enablement.

• Collaborate with the Support team on agentic strategies, chatbot design, and proactive deflection techniques to decrease case volume and enhance self-service rates.

• Establish and manage a KPI framework that illustrates the impact of digital success initiatives on retention, Net Revenue Retention (NRR), product usage, and cost-to-serve.

• Lead change management initiatives, navigating organizational transitions and executing strategic transformation projects within the Customer Success organization.

• Actively participate with the Executive Leadership team to align and promote company-wide Digital Customer Success priorities, including product innovation and prioritization.

⛳️ Requirements

• Over 15 years of experience in Customer Success, digital programs, or scaled operations roles within the B2B SaaS sector.

• Proven success in spearheading large-scale digital Customer Success transformations, preferably across various segments.

• Extensive knowledge of AI tools, journey orchestration, and agentic models in Customer Success.

• Strong grasp of community-led growth, customer education, and Learning Management System (LMS) strategies.

• Demonstrated ability in metrics-based storytelling and reporting to senior leadership.

• Strategic foresight and capacity to predict business challenges while devising innovative solutions.

• A builder mindset: adept at bringing structure, speed, and clarity to ambiguous issues; outcome-focused and resourceful.

• Commitment to Kantata’s core values: Put People First, Create Remarkable Client Experiences, Lead the Way, and Embrace Authenticity.

🏝️ Benefits

• An intentionally engaging and collaborative culture - say goodbye to silos!

• A strong emphasis on work-life balance that is genuinely prioritized by the company.

• The opportunity to learn from some of the most talented individuals in the industry.

• A vibrant, cooperative, and dedicated team that still makes time for enjoyment.