Director of Digital Customer Success

What you'll do:

• Strategy Development
• Define and execute Aircall’s digital touch strategies for onboarding, adoption, nurturance and growth, leading to repeatable successes across all segments 
• Identify and prioritize key initiatives to drive customer adoption, retention and growth through automation and digital strategies 
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• Team leadership and development 
• Manage the transition of our customer base to a digital led engagement strategy
• Manage 1-2 program managers by influencing cross-functional project prioritization and KPIs 
• Oversee a global team of Digital CS Managers 
• Foster a customer-centric culture of innovation, continuous learning, and agility
• Establish team targets, comp structure and KPIs 
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• Technology and Tool Optimization
• Leverage existing tech stack to build a best in class engagement model (Totango, Gainsight PX, Salesforce) 
• Work closely with Data, Operations, and Business Systems teams to influence tooling optimization and configuration requirements


• Cross functional collaboration Serve as a cross functional evangelist for our Digital strategy across global Product, Marketing, Business services and Go-to-market teams
• Work closely with the Customer Education, Product Marketing and Customer Marketing teams to build customer enablement programs based on available insights and product analytics triggers
• Collaborate cross-functionally to ensure the customer programs work synergistically with other customer touch-points from other Aircall teams like Customer Marketing, Product Marketing, and Enablement
• Document and share product feedback based on gaps in customer’s ability to be self-sufficient 


• Ongoing Iteration of Digital Strategy
• Provide regular updates on the efficacy of the digital success programs, recommending and leading changes in partnership with global leadership teams
• Iterate on content flows based on increasingly available product analytics, continuing to improve the customer experience and the effectiveness of the digital enablement
• Continuously enhance the digital strategy to serve the broader customer base
• Ongoing enablement of internal teams 
• Closely collaborate with GTM functions to ensure continuity across the entire customer journey 
• Diversify engagement playbooks based on user personas, industry verticals and other segmentation means

What you'll bring:

• Prior experience building one-to-many and digital touch strategies for a global SMB customer base 
• Experience managing global individual contributors and front line manager
• Detail-oriented and analytical 
• Self-starter who is equipped with the skills to juggle multiple initiatives and make educated decisions as to where to invest time and resources 
• Versed in managing programs requiring cross-functional collaboration
• Excellent written and verbal communication skills
• Analytical mindset with ability to translate data into actionable insights
• Deep empathy for our audience / buyer personas of small business sales and support leaders 
• Strong leadership, mentorship, communication and analytics skills and experience