Director, Scaled Customer Success
New
Remote, USFull-TimeDirector
SalaryBase salary: $120,000 - $144,000; On-target commission (OTC): $40,000; On-target earnings (OTE): $160,000 - $184,000
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Job Details
- Experience
- 7+ years of experience in Customer Success, Account Management, or a similar customer-facing function; 3+ years of experience managing people leaders
- Required Skills
- Artificial IntelligenceData AnalysisAccount ManagementCustomer SuccessSaaS
Requirements
- 7+ years of experience in Customer Success, Account Management, or similar customer-facing functions.
- 3+ years of experience managing people leaders with demonstrated success in driving retention and revenue.
- Experience building, leading, or optimizing scaled customer success models (digital-touch, tech-touch, or hybrid).
- Hands-on experience designing automation models and partnering with CS Operations to build journeys and playbooks.
- Proficiency with CS platforms such as Gainsight, Planhat, or similar tools.
- Proven ability to coach managers, set expectations, and lead teams through complexity.
- Strategic, data-driven mindset with the ability to analyze business metrics and health data.
- Experience using AI tools to drive efficiency and productivity.
- Strong cross-functional leadership and stakeholder management skills.
- Ability to travel approximately 10-15% as needed.
Responsibilities
- Define and execute the long-term Scaled Customer Success strategy for SMB and Schools segments.
- Lead, coach, and develop frontline managers to drive accountability and business outcomes.
- Design and optimize the scaled coverage model using data-driven insights and automation.
- Manage core business metrics including NRR, GRR, product adoption, and customer health.
- Develop strategies to identify upsell signals and growth opportunities within the scaled customer base.
- Partner with cross-functional teams like Product, Marketing, and Sales to refine the customer lifecycle.
- Serve as a senior leader helping shape the evolution of the company's customer coverage model.
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