Director of Scaled Success

📋 Description

• Lead a team of program managers, renewals managers, and digital success specialists for scaled customers.
• Define team structure, coverage models, and career development for Scaled Success.
• Foster accountability, data-driven decisions, and customer advocacy.
• Own NRR for scaled customers; track retention, expansion, and adoption metrics.
• Design scalable programs (health scoring, nudges, digital journeys) to boost adoption and reduce churn.
• Partner with Sales to identify and hand off expansions near enterprise thresholds.

🎯 Requirements

• 7+ years in Customer Success with 3+ years leading Scaled/Digital teams in B2B SaaS.
• Own NRR at scale; set targets, build plans, and hit them.
• Experience building tech-touch or digital programs for high-volume customers.
• Strong operational instincts: instrument CS, read data, and act on it.
• Excellent cross-functional collaborator with Product, Marketing, and Sales.
• Recruiting and developing a high-performing CS team; DevTools familiarity.

🎁 Benefits

• Work on cutting-edge technology with real-world impact.
• Collaborative and innovative environment.
• Competitive salary, equity, and benefits.
• Professional development opportunities.