Director of Customer Success – Scaled Strategy

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the Customer Success team for the NORAM region at scale.

• Integrate managers and Customer Success professionals from various business units into a cohesive team and strategy.

• Guide managers responsible for scaled segments and mentor them to develop their teams.

• Manage hiring, onboarding, performance evaluation, career development, and succession planning.

• Establish coaching standards for persona-based plans, 1:many engagements, risk signals, and value discussions.

• Design headcount, team configurations, coverage ratios, and reporting structures.

• Set up operating rhythms and establish accountability for managers.

• Collaborate with Sales and Renewals on forecasts, renewals, and expansion efforts.

• Develop the Global Customer Success strategy and maintain a focus on the scaled perspective.

• Create plays, playbooks, value frameworks, and scaled enablement initiatives.

• Specify global scaled coverage expectations and accountability frameworks.

• Oversee Customer Success organizational OKRs.

• Define the global Scaled and Digital strategy and the customer journey.

• Design both synchronous and asynchronous operations along with coverage transitions.

• Build persona-based plans and 1:many programs aimed at value realization.

• Utilize AI and automation to enhance team coverage.

• Manage global 1:many customer outreach, lifecycle communications, schedules, and governance.

• Coordinate Customer Success communications with Marketing, Product Marketing, Communications, and Enablement teams.

• Evaluate outreach metrics, engagement levels, adoption impacts, and CSM time efficiencies.

• Analyze cohorts to pinpoint retention risks and expansion trends.

• Define analytics needs for adoption and collaborate with CX Ops.

• Report on the health of the scaled base and create data-driven investment proposals.

⛳️ Requirements

• Proven experience in designing and implementing a scaled, pooled, or digital Customer Success model at volume with measurable outcomes.

• Demonstrated success in leading managers and developing independent leaders.

• Prior experience in establishing a new team or centralizing a function from various business units.

• Skilled in creating team structures, coverage models, and segmentation strategies.

• Strong leadership presence with both customers and internal executives.

• Proven track record of achieving retention and bookings targets across a large portfolio.

• Analytical mindset to assess data in cohorts rather than on a case-by-case basis.

• Experience in designing customer journeys and 1:many programs, including transitions from human to digital coverage.

• Familiarity with using AI to transform team operations fundamentally.

• Strong analytical skills and proficiency in Gainsight, Salesforce, product analytics, and reporting tools.

• Experience in creating initiatives that are effective across all regions.

• Outstanding written and verbal communication abilities.

• Composed and decisive demeanor in high-pressure and ambiguous situations.

• Willingness to travel to customer locations, conferences, and team gatherings.

• A bachelor's degree or equivalent professional experience.

• All employees must successfully complete a background check.

• Candidates may need to verify their legal name, current physical address, valid contact number, and residential location.

🏝️ Benefits

• Competitive salary.

• Full-time employee ownership program.

• Flexible work environment.

• Generous vacation policy, including local holidays and an annual “Dim the Lights” period in late December.

• Comprehensive wellness initiatives and mental health support.

• Access to learning and development resources.

• Professional development tools available.

• Tuition reimbursement opportunities.

• Access to technology and tools necessary for optimal performance.

• Employee recognition program through Motivosity.

• An inclusive and supportive culture that fosters meaningful connections.