Director of Scaled Customer Success

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Scaled Customer Success in the United States.

This role leads the strategy and execution of customer engagement across a scaled corporate (SMB) segment, overseeing a pooled Customer Success team. The Director will design and operationalize an insights-driven, digital-first engagement model that blends automation, tech-touch, 1:many programs, and targeted human interaction to accelerate adoption, reduce risk, and deliver measurable value at scale. This leader partners closely with cross-functional teams to ensure consistent outcomes across thousands of customers while supporting predictable retention and growth. The position demands strong people leadership, operational rigor, and a data-driven approach to scale success effectively. You will have the opportunity to influence customer lifecycle strategy, enhance team productivity, and shape a high-performance culture in a fast-paced, growth-oriented SaaS environment.

• Lead Customer Success for the corporate SMB segment, managing scaled programs and a pooled CSM team.
• Design and implement a proactive, insights-driven engagement model blending automation, 1:many programming, and targeted human touch.
• Segment customers based on growth potential, lifecycle signals, product adoption, and risk to deliver the right-touch engagement.
• Establish scalable processes, playbooks, and structured lifecycle plays to improve CSM productivity and consistency.
• Drive outcome-based engagements such as webinars, office hours, and product clinics to maximize customer reach and impact.
• Collaborate with Digital Success and Solution Success teams to integrate automation, functional expertise, and best-practice content.
• Define early-warning signals and automated risk identification to proactively enhance retention outcomes.
• Build mechanisms to identify expansion potential and deliver customer success qualified referrals (CSQRs).
• Own and optimize dashboards, KPIs, and metrics related to scaled engagement, adoption, and segment health.
• Manage, coach, and develop a high-performing team operating across mid-touch, low-touch, and pooled engagement models.

Requirements:

• 10+ years of progressive experience in Customer Success, Digital Success, or scaled Customer Success within B2B SaaS organizations.
• Undergraduate degree or equivalent combination of education and experience in a related field.
• 5+ years of experience leading and mentoring teams, with a track record of developing talent and scaling functions.
• Proven experience designing or leading a scaled/pooled Customer Success model across SMB or corporate segments.
• Deep knowledge of digital engagement motions, including automated campaigns, in-app engagement, webinars, and product-led programs.
• Strong understanding of customer lifecycle design, segmentation, tech-touch plays, and outcome-based engagement.
• Experience partnering cross-functionally with Sales, Marketing, Support, Enablement, Digital, and Product teams.
• Familiarity with Gainsight, digital engagement platforms, automation tools, and customer health analytics.
• Exceptional communication, people leadership, and operational rigor.
• Comfortable operating in a fast-paced, high-growth SaaS environment with evolving customer needs.
• Willingness to travel up to 25% for customer and internal meetings.

Benefits:

• Competitive U.S. salary range: $143,000 – $230,000 per year.
• Discretionary annual bonus and Restricted Stock Units at time of hire.
• 401(k) with company match and comprehensive benefits package.
• Leadership role with direct influence on customer success strategy and outcomes.
• Work remotely or from an office, supported by a flexible and collaborative environment.
• Opportunity to lead and scale a high-performing team in a data-driven, customer-focused organization.