Job Description
Team: Support
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Scaled Customer Success in United States.
This leadership role offers the opportunity to shape and scale a high-impact customer success organization focused on driving retention, adoption, and expansion across a large commercial and mid-market customer base. The position combines strategic leadership, operational excellence, and digital transformation to deliver customer engagement at scale through data-driven processes and automation. You will play a key role in designing customer lifecycle strategies, optimizing coverage models, and leveraging AI-powered workflows to improve both customer outcomes and team efficiency. Working in a fast-paced and collaborative environment, you will partner closely with cross-functional teams to align customer success initiatives with broader revenue growth objectives. This role is ideal for a forward-thinking customer success leader passionate about operational scalability, digital engagement, and delivering measurable business impact. The environment encourages innovation, inclusivity, and long-term growth while empowering leaders to build and develop high-performing teams.
Accountabilities:
- Own and drive gross revenue retention (GRR) and net revenue retention (NRR) outcomes across commercial and mid-market customer segments.
- Develop and execute scalable customer success strategies focused on onboarding, adoption, renewal, and expansion throughout the customer lifecycle.
- Design and optimize customer segmentation frameworks based on factors such as ARR, customer complexity, lifecycle stage, and product adoption.
- Build and manage scalable coverage models, including high-touch, pooled, and digital engagement approaches.
- Implement and optimize customer engagement workflows using CRM systems, customer success platforms, marketing automation tools, and AI-driven solutions.
- Partner closely with Sales and cross-functional teams to create structured expansion motions and improve customer growth opportunities.
- Lead initiatives leveraging automation and AI for risk detection, customer coaching, operational efficiency, and proactive engagement.
- Monitor forecasting, operational metrics, productivity, and customer health indicators to drive continuous improvement and business performance.
- Hire, mentor, and lead a high-performing and inclusive customer success organization aligned with strong collaboration and customer-centric values.
- Foster a culture of innovation, accountability, and continuous learning while supporting scalable global growth initiatives.
- 8+ years of experience in Customer Success, Account Management, or related go-to-market leadership roles.
- Minimum of 5 years of leadership experience managing customer-facing teams in high-growth or technology-driven environments.
- Proven success managing commercial or mid-market customer segments at scale.
- Strong track record of achieving and improving retention, expansion, and customer growth metrics including GRR and NRR.
- Demonstrated expertise in designing scalable customer success models and digital engagement strategies.
- Strong operational and analytical capabilities, including forecasting, segmentation, productivity analysis, and customer lifecycle management.
- Experience with customer success platforms, CRM systems, marketing automation tools, and AI-enabled workflow solutions.
- Excellent leadership, communication, stakeholder management, and cross-functional collaboration skills.
- Ability to drive organizational change, optimize operational processes, and lead customer-centric transformation initiatives.
- Experience implementing AI-driven programs that improve customer experience and operational efficiency is highly preferred.
- Strong alignment with collaborative, growth-oriented, and inclusive work environments.
- Competitive annual on-target earnings ranging from $132,160 to $188,800 USD depending on location and experience
- Performance-based bonus and variable compensation opportunities
- Equity opportunities within a high-growth publicly traded organization for eligible roles
- Flexible remote work model with support for remote, hybrid, or office-based work arrangements
- Comprehensive medical, dental, and health coverage plans
- Generous parental leave and wellness support programs
- Professional development stipend and ongoing learning opportunities
- Inclusive and collaborative workplace culture focused on long-term career growth
- Opportunity to work on innovative AI-driven customer engagement and operational transformation initiatives
- Strong focus on employee empowerment, flexibility, and impact-driven leadership.
Requirements:
Benefits:
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Date Posted
05/12/2026
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