Senior Director, Digital Customer Success

About the Role

Join us as a Senior Director, Digital Customer Success to build and lead our digital-first customer success strategy for our self-serve segment. This pivotal role drives engagement, activation, expansion, and retention for a critical growth engine of our company, ensuring customers realize ongoing value and loyalty.

Responsibilities

• Design and own the digital customer success strategy, including segmentation, engagement models, and expansion plays for our self-serve customer base.
• Partner closely with Product to embed customer success directly into the product experience through in-app guidance, lifecycle flows, and usage triggers.
• Collaborate with Marketing on lifecycle communications, campaigns, and content to support adoption, expansion, and retention at scale.
• Establish and manage a digital escalation model for seamless human intervention when product-led motions require additional support.
• Drive activation of existing services and own expansion motions (upsell, cross-sell) through coordinated digital campaigns and product recommendations.
• Run a test-and-learn approach for digital programs, experimenting with new engagement tactics and continuously measuring effectiveness using adoption, retention, and revenue metrics.
• Build and lead a high-performing team, coaching and mentoring direct reports, and optimizing talent for current business needs.
• Develop repeatable, automated customer journeys leveraging email, in-app messaging, knowledge base, community, and AI/automation.

Requirements

• Minimum 7+ years of experience in Customer Success, Digital Programs, or Product-Led Growth at a SaaS company (500+ employees).
• Minimum 3+ years leading teams within the above experience.
• Proven track record of driving activation, expansion, and retention in a digital-first or scaled-success model.
• Strong partnership skills with Product and Marketing to align on customer outcomes and deliver seamless digital experiences.
• Experience with customer success and lifecycle tools such as Gainsight, Salesforce, Iterable, or Marketo.
• Experience with analytics tools like Pendo, Mixpanel, or Amplitude.
• Comfort with APIs, integrations, and working alongside engineering/ops teams to automate at scale.
• Analytical mindset with the ability to measure impact, identify trends, and translate data into actionable strategies.
• Excellent communication and leadership skills, with the ability to influence stakeholders and executive leadership.