Director, Global Scaled Customer Success
New
K
KongSaaS Infrastructure
Remote - North Carolina; Secondary Locations: United StatesFull-TimeDirector
Salary250,000 - 300,000 USD per year
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Job Details
- Experience
- 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
- Required Skills
- MicroservicesAccount ManagementCustomer SuccessSaaS
Requirements
- 10+ years of experience in Customer Success, Account Management, or Professional Services in SaaS or Infrastructure.
- 5+ years of experience leading and scaling high-performing, global, or remote teams.
- Proven track record of building automated customer journeys.
- Experience using CS platforms such as Gainsight, Totango, or ChurnZero.
- Technical comfort with API management, microservices, or cloud infrastructure.
- Experience leading Technical Account Manager (TAM) or Technical CSM functions.
- Ability to translate complex data into actionable retention strategies and financial forecasts.
Responsibilities
- Directly lead a global team of CSMs fostering technical excellence.
- Design and execute a sophisticated one-to-many CS strategy.
- Build end-to-end digital customer lifecycles to automate onboarding and adoption.
- Implement AI-driven tools and workflows for scaled, personalized experiences.
- Lead the creation of automated webinars, interactive documentation, and self-service hubs.
- Monitor customer health and bridge value debt to prevent churn.
- Partner with Renewals Manager to develop precise annual and quarterly forecasts.
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