
Digital Success Director
1 dia atrás
We are seeking a seasoned leader to head our customer success motion across digital, commercial, and velocity segments. This leader will design and scale strategies that drive adoption, retention, and expansion—while also managing teams to deliver consistent, high-value customer experiences at scale.
- Digital Strategy & Scale:
- Develop and execute a customer success strategy to drive growth across lower-touch segments.
- Leverage automation, AI, and digital programs to deliver personalized, scalable customer engagement.
- Partner with Marketing, Product, and Operations to drive proactive engagement and value realization through content, playbooks, and digital channels.
- Team Leadership:
- Lead and develop the Commercial and Velocity Customer Success teams, ensuring they deliver value across hundreds of accounts with efficiency and impact.
- Coach managers and individual contributors, fostering a culture of accountability, customer-centricity, and continuous improvement.
- Customer Outcomes & Business Impact:
- Own retention and growth metrics across digital, commercial, and velocity segments.
- Ensure customers realize measurable value through our solutions, reducing churn and driving expansion opportunities.
- Build automated playbooks to respond to customer analytics, such as product telemetry and usage changes.
- Operational Excellence:
- Define KPIs, reporting, and success metrics for digital and commercial success motions.
- Identify opportunities for process automation, tooling, and segmentation improvements to scale impact.
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