Director, Scaled Customer Success
New
USFull-TimeDirector
Salary132,160 - 188,800 USD per year OTE
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Job Details
- Experience
- 8+ years of experience in Customer Success, Account Management, or related go-to-market leadership roles.
- Required Skills
- Artificial IntelligenceData AnalysisAccount ManagementCRMCustomer Success
Requirements
- 8+ years of experience in Customer Success, Account Management, or related go-to-market leadership roles.
- Minimum of 5 years of leadership experience managing customer-facing teams in high-growth or technology-driven environments.
- Proven success managing commercial or mid-market customer segments at scale.
- Strong track record of achieving and improving retention, expansion, and customer growth metrics including GRR and NRR.
- Demonstrated expertise in designing scalable customer success models and digital engagement strategies.
- Strong operational and analytical capabilities, including forecasting, segmentation, productivity analysis, and customer lifecycle management.
- Experience with customer success platforms, CRM systems, marketing automation tools, and AI-enabled workflow solutions.
- Excellent leadership, communication, stakeholder management, and cross-functional collaboration skills.
- Ability to drive organizational change, optimize operational processes, and lead customer-centric transformation initiatives.
- Experience implementing AI-driven programs that improve customer experience and operational efficiency is highly preferred.
- Strong alignment with collaborative, growth-oriented, and inclusive work environments.
Responsibilities
- Own and drive gross revenue retention (GRR) and net revenue retention (NRR) outcomes across commercial and mid-market customer segments.
- Develop and execute scalable customer success strategies focused on onboarding, adoption, renewal, and expansion throughout the customer lifecycle.
- Design and optimize customer segmentation frameworks based on factors such as ARR, customer complexity, lifecycle stage, and product adoption.
- Build and manage scalable coverage models, including high-touch, pooled, and digital engagement approaches.
- Implement and optimize customer engagement workflows using CRM systems, customer success platforms, marketing automation tools, and AI-driven solutions.
- Partner closely with Sales and cross-functional teams to create structured expansion motions and improve customer growth opportunities.
- Lead initiatives leveraging automation and AI for risk detection, customer coaching, operational efficiency, and proactive engagement.
- Monitor forecasting, operational metrics, productivity, and customer health indicators to drive continuous improvement and business performance.
- Hire, mentor, and lead a high-performing and inclusive customer success organization aligned with strong collaboration and customer-centric values.
- Foster a culture of innovation, accountability, and continuous learning while supporting scalable global growth initiatives.
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